This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 16 DEC 2022 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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CX Industries Framework serves as a platform for seamless integration of applications. You can use this platform to integrate your application with other Oracle applications and third-party applications, which includes cloud services and on-premise systems. In addition, you can leverage data from various sources, use TM Forum Open APIs and REST APIs to configure and extend tailored experiences.
CX Industries Framework supports both synchronous and asynchronous interactions between the integrated applications. It hosts all the TM Forum Open APIs on Oracle Cloud Infrastructure API Gateway to secure and optimize the API interactions. It also ensures high availability and resiliency by using the Oracle Cloud Infrastructure Load Balancing service.
In this release, Developers (at Tenant or Partner) can find, extend, test, package, and deploy required business logic extensions to the tenant workspace, which are upgrade safe.
The most common examples of business logic extensibility are:
- Validation & Enrichment of an attribute value
- Calculation or generation of an attribute value
This feature enables Tenants to implement after-market business logic extensions without making any code changes. For example:
- Ensure Government ID is valid using a Government Service API:
- Developer can configure relevant entity with validation API and enriches the extended Government ID entity.
Steps to Enable
You don't need to do anything to enable this feature.
In this release, CXIF provides the ability to discover which APIs are registered and configured inside CXIF. This API can be used by any application that shares the environment with CXIF. For example, you can use this API to discover which TMForum or Open APIs are available to applications in the CXIF environments.
This provides benefit to application developers to determine what APIs are available at runtime.
Steps to Enable
You don't need to do anything to enable this feature.
Oracle Fusion Utilities Agent Experience Cloud Service simplifies the agent experience, and provides customer service representatives and managers with a variety of agent tools that reduce the cost-to-serve and provide elevated customer service. This solution integrates Oracle Utilities customer information with the Oracle Sales and Oracle B2B Service applications.
You use the enhanced Customer List to find and manage contact, prospect, and customer records. The Customer List enables you to easily identify whether a record is a contact, a prospect, or a customer. Based on the record type, the system provides you with the options you need to easily navigate to screens that help you answer common customer inquiries.
These updates to the Customer List provide more information and options to customer service agents, helping them improve efficiency by resolving common customer inquiries quickly and easily.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Refer to the "Use the Customer List" section of the Using the Agent Experience Guide, which is available in the Customer Experience for Utilities library.
You use the Return to Work Queue button on the Service Request form to easily return to the Work Queue after you navigate to a service request from the Agent Experience. Utilities can configure the text that appears on the button and the destination URL if they want agents to return to a location other than the Work Queue.
The Return to Work Queue button improves navigation and enables customer service agents to effortlessly return to the work that needs their attention.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The button is delivered with the Return to Work Queue text and the destination URL set to return the customer service agent to the Work Queue. However, you can configure the text and the destination URL if you want the button to direct users to a different location.
Key Resources
- Refer to the "Use the Work Queue" section of the Using the Agent Experience Guide, which is available in the Customer Experience for Utilities library.
Create Payment Plan with Oracle Intelligent Advisor
You can use the Create Payment Plan option to access the payment plan workflow, which enables you to determine customer eligibility, view available payment plans, and enroll customers in approved plans.
The Create Payment Plan option enables customer service agents to use predefined eligibility rules and payment plans to easily set up a valid plan for customers who have past-due balances.
Steps to Enable
To use the Create Payment Plan option, you must complete the following configuration task in the Oracle Intelligent Advisor (OIA) system:
- Configure the OIA Hub for authenticating web-determination APIs using Oracle Identity Cloud Service (IDCS)
- Set the utility configurations to specify the URL for the OIA hub and the pay plan flow name
- Set up a new workspace
- Add permissions for specific domain to enable CORS
- Upload flows and schema
- Deploy a flow
A sample payment plan interview has been provided to assist you with the configuration.
Key Resources
- Refer to the "Configure Fusion Applications" section of the Implementing Customer Experience for Utilities Guide, which is available in the Customer Experience for Utilities library.