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 |
|---|---|---|---|
| 19 JUL 2023 | Digital Self Service - Transactions/System Wide | Update the Product Version in the Opower Configuration Tool | Updated document. Revised feature information. |
| 07 JUL 2023 | Overview | Updated document. Changed version number. | |
| 03 JUL 2023 | Digital Self Service - Transactions | Multiple Features | Updated document. Added additional resources and tips to aid implementation. |
| 27 MAR 2023 | Created initial document. |
Oracle Utilities Digital Self Service - Transactions includes a suite of digital experiences that empowers customers to perform self-service transactions on any desktop or mobile device and reduces cost to serve. The responsive design allows customers to complete all transactions on any device or screen size and orientation, and ensures a consistent brand experience across access channels.
This guide outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
Release Product Version
Product Version 2.2302.xx
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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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Web User Groups Option for Identity and Customer Information System Configuration |
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Date of Birth to Validate User When Connecting to an Account |
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Last Four Digits of Social Security Number to Validate User When Connecting to an Account |
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Disable Links to Payment Provider for Customer Service Representative in Masquerade Session |
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Digital Self Service - Transactions
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. Implementers have the option to assign web users to zero, one, or more groups and Digital Self Service - Transactions can accommodate the respective groups. 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.
This feature removes the need for duplicate configuration and makes it easier for utilities to maintain customer information.
Steps to Enable
A patch install is required to enable this feature.
To install the patch:
- Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
This feature impacts configuration in the identity system and customer information system. This feature is available to implementations on Oracle customer information systems 2.9 and later and the cloud equivalent.
Key Resources
Set Eligibility Criteria for Autopay Enrollment
Utilities can set 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 update 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.
Steps to Enable
A Cloud configuration and patch install is required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com).
- Click Cloud Support and log in.
- .Click the Create Service Request button and follow the prompts to complete the Service Request.
To install the patch:
- Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service - Transactions Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
Key Resources
- Refer to the information on configuring automatic payments within the Digital Self Service - Transactions Configuration Guide.
Payment attributes can be configured 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 update 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.
Steps to Enable
A Cloud configuration and patch install are required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com).
- Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
To install the patch:
- Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service - Transactions Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
Key Resources
- Refer to the information on configuring payment methods within the Digital Self Service - Transactions Configuration Guide.
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.
The canceled scheduled payment log provides Customer Service Representatives with important context that can be used to better assist a customer when they contact the call center to understand why a payment was canceled.
Steps to Enable
To enable this feature you need to log a Service Request (SR).
A Service Request and patch install are required to enable this feature.
Open a Service Request:
- Go to My Oracle Support (https://suport.oracle.com). Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
To install the patch:
- Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service - Transactions Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
Key Resources
- Refer to the Digital Self Service - Transactions CSR Guide.
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.
Steps to Enable
A Cloud configuration and patch install are required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
To install the patch:
- Locate the applicable patch.
- See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service - Transactions Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
Key Resources
- Refer to the information on defining account verification and account connection identifiers within the Digital Self Service - Transactions Configuration Guide.
Last Four Digits of Social Security Number to Validate User When Connecting to an Account
Digital Self Service - Transactions allows customers to use the last four digits of their Social Security Number to validate their identity against existing accounts.
This update provides utilities with an alternative, trusted identifier for validating a user's identity.
Steps to Enable
A Cloud configuration is required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com).
- Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
Key Resources
- Refer to the information on defining account verification and account connection identifiers within the Digital Self Service - Transactions Configuration Guide.
Update the Product Version in the Opower Configuration Tool
Utilities can update the product version of the Digital Self Service - Transactions widget library without opening a Service Request. Utilities can initiate the 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. The product version for a release is included in the Overview section of the Digital Self Service - Transaction What's New Announcement.
This update makes it easier for utilities to verify that they are on the most current product version of Digital Self Service - Transactions, and initiate product version updates without a Service Request.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Refer to the information on software versions within the Opower Configuration Tool User Guide.
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. If a Customer Service Representatives clicks on a payment provider option, a tooltip explains why the option is not available.
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.
Steps to Enable
A Cloud configuration is required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
Tips And Considerations
By default these external links will be disabled, providing enhanced security and control over payment transactions.
Key Resources
- Refer to the Digital Self Service - Transactions Configuration Guide.
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 update reduces calls to the utility call center by making it easier for customers to manage their own appointments through the self-service portal.
Steps to Enable
A Cloud configuration and patch install are required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com). Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
To install the patch:
- Locate the applicable patch.
- See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches
- Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
Supported Oracle product versions that can be integrated with Digital Self Service - Transactions Service Appointment functionality include:
- Oracle Utilities Customer to Meter 2.9.0.1.1
- Oracle Utilities Customer Cloud Service 23A
This feature requires integration between Oracle's billing system and work management system, such as Oracle Field Service System.
Key Resources
- Refer to the information on service appointments within the Digital Self Service - Transactions Cloud Service Product Overview.
- Refer to the Manage Appointments training.
- Refer to the Service Appointments section of the Digital Self Service - Transactions Configuration Guide.
- Refer to the Service Appointments section of the Digital Self Service - Transactions CSR Guide for details about the customer experience.
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.
This provides utilities with more flexibility and options for their implementation.
Steps to Enable
A Cloud configuration is required to enable this feature.
To open a service request for Cloud configuration:
- Go to My Oracle Support (https://support.oracle.com).
- Click Cloud Support and log in.
- Click the Create Service Request button and follow the prompts to complete the Service Request.
Tips And Considerations
This feature requires configuration in your identity management system and has potential implications to portal and widget configuration. This feature is available to implementations on Oracle cloud customer information systems 22C and later, and the on-premises equivalent.
Key Resources
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 provides utilities with the common key-value pairs needed to deliver budget billing notifications to customers with less customization.
Steps to Enable
A patch install is required to enable this feature.
To install the patch:
-
Locate the applicable patch. See Supported Versions And Required Patches And APIs For Oracle Utilities Opower Digital Self Service for a full list of available patches.
-
Install the applicable Customer Care and Billing patch and make the required Customer Care and Billing configuration updates.
Tips And Considerations
This feature requires configuration in the customer information system and outbound communication platform. This feature is available to implementations on Oracle cloud customer information systems 22B and later, and the on-premises equivalent.
Key Resources
- Refer to the Digital Self Service - Transactions Configuration Guide.
- Refer to your customer information system documentation for more detail on the Automated Budget Review/Approval and Customer Notification capabilities.