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 |
|---|---|---|---|
| 27 MAR 2023 | Digital Self Service - Transactions/System Wide | Update the Product Version in the Opower Configuration Tool | Updated document. Added new feature in 23A. |
| 02 MAR 2023 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Digital Self Service - Transactions
Digital Self Service - Transactions
Customers can use the Manage Appointment Scheduling feature in Digital Self Service - Transactions to schedule, reschedule, or cancel appointments with their utility. The information is automatically routed to utility agents and field service management systems without batch files or delays. This improves the customer experience and reduces calls to the utility call center by making it easier for customers to manage their own appointments through the self-service portal.
Web User Groups Option for Identity and Customer Information System Configuration
Utilities are no longer required to assign a web user to a web user group at Digital Self Service - Transactions web account creation. This update eliminates duplicate configuration between the the identity system and customer information system, and provides utilities with more control over how they manage user access.
Budget Notification Template Data
A Budget Notifications Template Data algorithm was created to gather customer details related to their budget billing plan for use in outbound notifications. This algorithm simplifies customization and digital communication options by providing the common key-value pairs that are needed to deliver budget billing notifications to customers.
OpenID Connect Single Sign-On Authentication
Digital Self Service - Transactions supports single sign-on with OpenID Connect. This allows Digital Self Service - Transactions to authenticate web users with any identity system that supports the OpenID Connect authentication method, and provides utilities more flexibility and options for their implementation.
Canceled Scheduled Payments Log
Digital Self-Service Transaction can record the web user's identifier when a payment is canceled in the customer portal. This records the web user's identifier in Customer to Meter Cloud Service, Customer Cloud Service, and Customer Care and Billing Cloud Service when they cancel a previously scheduled payment. Customer Service Representatives can use this information to get additional context and better assist a customer when they contact the call center to understand why a payment was canceled.
Utilities can configure payment attributes to prevent duplicate payments from being made to a customer account. Customers are notified that their payment details need to be reviewed before proceeding when they submit a payment for the same date, payment amount, and financial institution as a previous payment. This decreases calls to the utility call center by reducing the risk that the customer will make a duplicate payment and need assistance correcting their account.
Set Eligibility Criteria for Autopay Enrollment
Utilities can set a specific criteria in Digital Self Service - Transactions to determine if a customer is eligible for the utility's autopay program and prevent them from enrolling if they are ineligible. A message is displayed informing a customer when they do not meet the criteria. This makes it easier for utilities to prevent customers with questionable credit worthiness from enrolling in autopay, and reduces overhead from failed autopay withdrawals, reverse payments, and extended bill grace periods. This can also be used to prevent customers without a pending start or active service from enrolling in a program that would not provide an ongoing benefit.
Last Four Digits of Social Security Number to Validate User When Connecting to an Account
Customers can use the last four digits of their Social Security Number to validate their identity when connecting to Digital Self Service - Transactions. This provides utilities with an alternate, trusted identifier to validate the user against existing accounts.
Date of Birth to Validate User When Connecting to an Account
Customers can use their date of birth to validate their identity when connecting to Digital Self Service - Transactions. This provides utilities with an alternate, trusted identifier to validate the user against existing accounts.
Update the Product Version in the Opower Configuration Tool
Utilities can initiate a Digital Self Service - Transactions product version update by clicking the Upgrade to button associated with the newest product version from the Product Versions section of the Opower Configuration Tool.
Disable Links to Payment Provider for Customer Service Representative in Masquerade Session
Utilities can configure Digital Self Service - Transactions to disable links to payment providers for Customer Service Representatives when they take control of a customer web portal at the request of the customer.
This helps customers feel more comfortable with granting Customer Service Representatives access to their web account, and it reduces the risk of confusion and errors during the masquerade session.