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 |
|---|---|---|---|
| 17 MAR 2023 | 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.
Attachment Support in Fusion Adapter (TMF632)
You can now have attachments for Party objects with support for POST, PATCH, and GET operations.
- Use this feature to attach documents in the Party entity (TMF 632) to support the identification of users/individuals. These identification documents can be:
- Passport
- Driving License
- National Identity Card
- Birth Certificate
- Social Security Card
- Voter Registration Card
- Supported API operations are POST, PATCH and GET
- Validations must be included for document type and file format
- Personally Identifiable Information and compliance, and data-level entitlement
- Applicable to Subscriber, Support Specialist roles
Steps to Enable
You don't need to do anything to enable this feature.
Role And Privileges
- DX4C_System_Administrator
- DX4C_System_Configuration_Viewer
- DX4C_TMF_Specialist
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 Create Contact flow when an agent engages with a new customer, contact, or prospect. The Create Contact screen enables agents to capture important information, such as the contact name, phone numbers, and an email address for the contact. The Create Contact screen has been updated to enable agents to specify which phone number is the primary phone number for the contact at the time the contact record is created.
By enabling customer service agents to capture primary phone number details for a caller at the time of contact creation, agents are more efficient. This enhancement removes the additional steps that were previously required to specify a contact's primary phone number.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- For information about creating contacts, see the "Use the Customer List" topic in the Using the Agent Experience Guide, available in the Oracle Customer Experience for Utilities library.
You use the Close All Tabs reminder at the end of a call to remind agents to close all tabs associated with the call. When an agent ends a call, the system displays a reminder to close all tabs there are associated with this call, ensuring that customer data remains secure. Utilities can disable the reminder if they do not want it to appear. This feature is available to utilities that are using Oracle's Computer Telephony Integration to handle calls and manage agent availability.
This reminder helps ensure that personal or sensitive customer data remains private, and that agents are not looking at the wrong screens when they move on to the next call.
Steps to Enable
To use this feature, you must edit the utility configuration REST service to enable the reminder message.
Key Resources
- For information about editing the utility configuration, see the "Complete Initial Registration and Administrative Tasks" topic in the Implementing Customer Experience for Utilities Guide, available in the Oracle Customer Experience for Utilities library.
IMPORTANT Actions and Considerations
If you are upgrading your Agent Experience from an earlier release to the Oracle Fusion 23B release, be sure to review the "Upgrade Considerations" topic in the Implementing Customer Experience for Utilities Guide, available in the Oracle Customer Experience for Utilities library.