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 |
|---|---|---|---|
| 26 JUN 2023 | Industries Framework | Stock Response | Updated document. Delivered feature in update 23C. |
| 02 JUN 2023 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us by submitting a service request. Wherever you see this icon after the feature name it means we delivered one of your ideas.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
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. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
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.
Tenants now have the ability to configure Stock Response for any API call that comes to CXIF.
Stock Response can be configured at various level:
- API
- Resource
- Operation
Such capability provides many business benefits to improve reliability of ecosystem. For example:
- Tenant can provide stock response back to client application for DELETE operation to prevent any accidental data loss.
- Tenant can provide stock response back to client application for any WRITE operations while Spoke System is in maintenance mode.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The following code sample shows the syntax for providing a Stock Response for the DELETE operation of an API:
API Call - https://<API-GW-URL>/admin/stockResponses (POST Operation)
{
"stock-api-selection": [
{
"api-id": "tmf-632",
"api-version": "v4",
"resources": [
{
"resource-ids": [
"organization"
],
"supported-http-methods": [
"DELETE"
],
"method-stock-responses": [
{
"http-method": "DELETE",
"stock-response": {
"response-code": 204,
"response": "{\"data\":\"from 632 Organization Delete\"}"
}
}
]
}
]
}
]
}
Access Requirements
- 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.
Assign Service Requests to Yourself
You can use the new action menu option, Assign to me, to quickly and easily assign a service request to yourself from the Work Queue. When you access the Work Queue tab, the system displays a list of all service requests you are eligible to complete. You can use the action menu button to access the Assign to me option. When you click this option, the service request is assigned to you and the Work Queue page refreshes to show that you are assigned to the service request.
The Assign to me option enables you to easily assign yourself to a service request without having to navigate away from the Work Queue page.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
-
Refer to "Use the Work Queue" in the Oracle Utilities Agent Experience User Guide.
You can use new search filters and search criteria to easily find the customer, contact, or premise you need to review. These new search features enable you to search by meter badge number and to filter your search results to display only customer, contact, or prospect records. These search enhancements enable you to quickly find the record you need to review, and help you to provide better customer service.
The meter badge search provides you with an additional way to quickly and easily locate the record you need to review. The additional filters enable you to clarify and narrow your search results to ensure that you select the correct record. These features help you provide faster and more accurate customer service.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
-
Refer to "Use the Customer List" in the Oracle Utilities Agent Experience User Guide.
You use the Knowledge Search feature to quickly search for and view information in the knowledge base. When you click on a book icon from Customer 360, the system opens the knowledge article in a new panel. The panel now contains a search feature that enables you to easily search for and view additional articles from the knowledge base. This new feature enables you to quickly and easily find the information you need to assist your customer with their inquiry.
This new knowledge search feature enables you to quickly locate the information you need within the context of your customer's information. By enabling you to search for and locate additional articles from within Customer 360, you can easily access more information to help you resolve customer issues. You no longer need to leave the account you are viewing to find more help.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
-
Refer to "Use Customer 360" in the Oracle Utilities Agent Experience User Guide.
IMPORTANT Actions and Considerations
If you are upgrading your Agent Experience from an earlier release to the Oracle Fusion 23C release, be sure to review the "Upgrade Considerations" topic in the Implementing Customer Experience for Utilities Guide.