Oracle Utilities Opower Customer Service Interface Cloud Service

Oracle Utilities Opower Customer
Service Interface - Program
Management
Product Overview
E87470-01
Last Updated: Friday, February 02, 2018
Oracle Utilities Opower Customer Service Interface Product Overview
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Contents
Introduction
Data Requirements and Limitations
Authentication
Single-Sign On (SSO)
Standalone Account Management
Roles and Permissions
Welcome Page
Home Page
Program Management Tab
Customer Search
Now Viewing
Report Delivery Preferences
Profile
Actions
Print Reports Section
Email Reports Section
Alerts Section
Peak Day Communications Section
Customer Education Reports Section
Bill Notifications Section
User Admin Tab
Adding and Editing CSI Users
Resetting a CSI User's Password
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Introduction
This document describes the features, requirements, limitations, and customer support
capabilities of the Oracle Utilities Opower Customer Service Interface - Program
Management. The Customer Service Interface (CSI) is an online support tool that provides
utility support staff with the information and functionality they need to manage the Oracle
Utilities Opower program and answer customer questions. It allows Customer Service
Representatives (CSRs) to find customer accounts, view customer settings, and manage
customer preferences.
The Oracle Utilities Opower Customer Service Interface Cloud Service, which is sold
separately, includes a tab called Bill Advisor. CSRs use this functionality to resolve high-bill
inquiries and help customers lower their energy use. See the Oracle Utilities Opower
Customer Service Interface - Bill Advisor Product Overview for information.
The CSI is included with many of the Oracle Utilities Opower services. For the latest list of
services that provide access to this product, see the Oracle Utilities Opower Service
Descriptions document online at Oracle Contracts - Cloud Services.
Data Requirements and Limitations
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Browser Support: The customer must use a supported web or mobile browser. Oracle
Utilities Web products adhere to the Oracle Software Web Browser Support Policy.
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Branding Options: No utility-specific visual branding options are available for the CSI.
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Product-Specific Settings: Certain product-specific settings and information may not
appear in the CSI if the utility does not provide those products to a customer.
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Bill Advisor Requirements: For utilities using the Bill Advisor, there is an additional set
of limitations and requirements. See the Oracle Utilities Opower Customer Service
Interface - Bill Advisor Product Overview for information on this service.
Authentication
There are two methods available for authenticating users who log in to the CSI: single signon and standalone account management.
Single-Sign On (SSO)
Implementing SSO allows customers to use a single username and password to access both
the CSI and any existing internal utility web systems. Oracle Utilities supports using SAML
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2.0 to implement SSO with utilities. All usernames and passwords are created, maintained,
and updated on the utility site. Users can access the CSI in the following ways:
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By clicking on links from the utility site that direct the user to the CSI
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By navigating directly to the CSI and being directed back to the internal utility site for
account creation and/or authentication
See the Oracle Utilities Opower Customer Service Interface SSO Configuration Guide for
details.
Standalone Account Management
Standalone account management is available to users who are not using SSO to access the
CSI. A user can access the CSI by opening an Internet browser and navigating to the URL of
their utility’s designated CSI website. Each user accessing the tool is provided with a
username and temporary password when the utility joins the Oracle Utilities Opower
program.
A user enters their username and temporary password to log in. The user has three attempts
to log in properly before the account is locked. If an account becomes locked, a CSA must
reset the user’s password and notify the user of the temporary password.
Once the correct login information is entered, users are prompted to create a personal
password to replace the temporary password. Users are then shown the search page of the
Program Management tab.
At the top of the CSI, users who are logged in always have the option to log out and change
their password. If a user wants to change their password, they are required to enter their
current password, a new password, and the new password again for confirmation.
A user may reset their own password using the Forgot Password? link on their utility’s
designated CSI website. An email will be sent that contains instructions and a link to reset
their password.
Users are automatically logged out after 30 minutes of inactivity.
Roles and Permissions
Each user’s level of access to the CSI depends on their assigned role. Each user can be
assigned a single role or multiple roles.
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Role
Description
Customer Service Representative
(CSR)
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All functionality in the Program
Management tab
Customer Service Administrator
(CSA)
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All functionality in the Program
Management tab
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All functionality in the User Admin tab
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All functionality in the Bill Advisor tab
Bill Advisor (if applicable, sold
separately from other CSI
functionality)
Welcome Page
The Welcome page is what is displayed when a Customer Service Representative (CSR)
visits the CSI and has not signed in yet. On this page, CSRs can sign in to the CSI or reset
their password if needed. If the utility is using single sign-on (SSO), the CSR will not use this
page to sign in. They will use a separate page identified by their utility. See "Authentication"
on page 1 for more information.
Home Page
The home page of the CSI is what is displayed after a user signs in successfully. The
following elements are global features that appear on every page of the CSI.
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Welcome Message: A message that identifies the user who is logged in.
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Logout: A link for securely signing out of the tool.
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Change Password: A link for resetting a password.
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Help: A link to a searchable online help system where CSRs can access frequentlyasked questions (FAQs) and procedures about the Oracle Utilities Opower program.
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Support: A link that redirects users to a support portal where designated utility staff can
submit support cases to Oracle Utilities.
Additionally, there are several tabs displayed to allow users to perform various tasks in
support of the program.
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Program Management Tab: A set of features that allows CSRs to search for a
customer's account, view the customer's account information, and manage their account
settings. This tab comes with all Oracle Utilities Opower programs. See "Program
Management Tab" on page 4 for more information.
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User Admin Tab: A set of functionality used by Customer Service Administrators
(CSAs) to manage user accounts, roles, and permissions. See "User Admin Tab" on
page 10 for more information.
Program Management Tab
The Program Management tab of the CSI is a set of features that allows Customer Service
Representatives to search for a customer's account, view the customer's account
information, and manage their account settings.
Customer Search
The search tool in the Program Management area provides search fields and filters to
allow CSRs to find and open a customer's account. All user roles can search for a customer
account based on the information below.
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Customer Account Number: The utility account number as it appears in the data
transmitted to Oracle Utilities by the utility. This includes dashes, spaces, or any other
characters included in the data. For the customer’s convenience, this number should
match the account number located on their bill. Note: If customers have more than one
account number, additional fields will appear to allow users to search by any of the
account numbers.
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First Name and/or Last Name: The account holder’s first and last name.
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Email Address: The customer’s email address. The email address search field can only
be used in a search if the utility supports the Oracle Utilities Opower Energy Efficiency
Web Portal - Classic.
The user may have the option to exclude non-recipients and inactive accounts from the
search results. If the search returns one account, the account details appear. If the search
returns more than one account, users can choose an account from the list of results to
display the account details. This information equips the user to answer questions and
process requests related to this customer’s account.
Exact Searches
Exact searches require the user to know the full account number, first name, last name, or
email address of the customer. By default, the check box for using exact searches is
selected.
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Wildcard Searches
Wildcard searches are enabled when the Exact Name Matches Only check box is cleared.
A user may want to use a wildcard search when only a partial query term is available for a
given search field. Wildcard searches can be performed on the account number, first name,
and last name.
Now Viewing
The Now Viewing section at the top of the customer's account page shows basic
information about the customer, including their utility account number(s), name, service
address, and mailing address.
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Account Number: The unique identifier for the customer's account with the utility. This
is usually the same account number that is located on the customer's bill.
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Name: The customer's first and last name.
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Service Address: The location at which the customer receives energy from the utility.
This may or may not be the same as the customer's mailing address.
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Mailing Address: The location at which the customer receives postal mail. This may or
may not be the same as the customer's service address.
Report Delivery Preferences
The Report Delivery Preferences section shows details about how the customer’s reports
are delivered, including the report frequency and email address, if applicable. The
information varies by client depending on what features the client has enabled. The list below
shows all the possible fields. Other fields may appear only for information purposes.
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Print report frequency: The frequency at which the customer receives print reports.
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Email report frequency: The frequency at which the customer receives email reports.
This field is only available to clients who send email reports to customers.
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Email address: The email address to which the customer’s Oracle Utilities Opower
email communications are sent. This also includes program account creation
notifications, forgotten password reminders, notifications, etc. Only clients that are
sending email communications will see this field.
Note: This section does not display whether or not the customer being viewed is in the
"control" group. A control group is a segment of customers that receives a standard
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user experience or communication type so that they can be compared against a
different group of customers (the "study" group) that receives a non-standard user
experience or communication type. Control groups and study groups are often set up
for the purpose of testing the effectiveness of different kinds of user experiences or
communications. If a customer is in a control group, you may not be able to configure
their settings to receive certain communications, since they are reserved for the study
group for testing.
Editing Preferences
Users may be able to modify frequency fields depending on the client and customer
configuration. Some fields are shown for informational purposes only and cannot be
modified. Users may also be able to opt a customer out of printed and email reports at the
customer’s request. A reason for opting out must be selected from a list of predefined
options.
Viewing the History
Users can see the trail of historical changes to the customer’s delivery preferences, including
the effective date range of the historical values and the user who made the changes.
Profile
The Profile section displays specific information about the customer’s home and household.
This section has two areas: Home and Customer. The Home area holds information about
the customer’s physical home, while the Customer area holds information about the
customer’s household or demographics. The fields shown in the two sections may vary from
client to client depending on how applicable each field is to a particular geographical area.
The following is a list of possible fields:
Home
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Home Size: Depending on the utility, this displays the size of the portion of the home
that is heated or cooled (for example, an unheated garage should not be included), or
the number of bedrooms.
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Spa/Sauna: Indicates whether or not a spa or sauna exists at the home.
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Pool: Indicates whether or not a swimming pool exists at the home.
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Heat Type: The fuel type used for the home’s heating system (Electric or Gas).
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Dwelling Type: The type of home (for example, House, Town house, Condo,
Apartment, or Duplex).
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Solar Panels (Photovoltaic): Indicates whether or not the home has solar panels used
to generate energy.
Customer
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Number of adults (18 or over): Number of people that reside in the home who are 18
or over.
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Number of children (under 18): Number of people that reside in the home who are
under 18.
Editing the Profile
If the customer wishes to update any information on their profile, the user can select the
Update Profile link to edit the information in this area. With the exception of square feet,
which can be updated via a text box, all other fields are updated by selecting from drop-down
lists populated with the appropriate options.
Viewing the History
Users can see the trail of historical changes to the customer’s profile history, including the
effective date range of the historical values and the user who made the changes.
Actions
The Actions section includes links for performing tasks related to a customer’s account,
such as viewing a customer’s account details or opting them out of a product or
communication.
View Customer's Web Account
The View Customer’s Web Account link allows CSRs to access a customer's web
account in the Energy Efficiency Web Portal - Classic. CSRs can then see the product
interface much like the customer sees it, except they cannot modify the customer’s email
address or password (if applicable). The tool enables CSRs to better assist with customer
questions and troubleshooting, or to opt customers out of reports.
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Viewing Customer Web Account Details
The View Customer Web Account Details link allows CSRs to help a customer complete
the account creation process.
Note: This link only appears if a utility provides a standalone version of the Energy
Efficiency Web Portal - Classic to its customers and has not enabled single sign-on
(SSO). Moreover, this link only appears if a customer has registered their web
account.
After a customer signs up for a web account on the Energy Efficiency Web Portal - Classic,
they receive an email through which they can confirm the account creation. Confirming the
account creation is the final step in the web account creation process.
If the customer does not receive the confirmation email for some reason (for example, if it
goes into their spam folder) or needs help confirming the account creation, CSRs can
perform the confirmation step for the customer. Once the customer’s web account creation
has been confirmed, the customer can log into the account.
The Customer Web Account Details screen displays the following details about the
customer’s web account:
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Account Creation Date: The date and time when the customer signed up for a web
account.
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Username: The username chosen by the customer for their web account.
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Account Creation Confirmed: Indicates whether the customer has completed the
final step of confirming the account creation. If this field contains a value of No, there will
be a Confirm Account Creation option next to the field. Users can select this option to
perform the confirmation step on behalf of the customer.
Opt Out of Reports
The Opt Out of Reports link allows CSRs to opt a customer out of print and email reports.
A reason for opting out must be selected from a list of predefined options.
Widget Gallery
The Widget Gallery link enables CSRs to view all embedded Digital Self Service - Energy
Management widgets associated with a customer. The CSR can then see the widget as the
customer sees it and answer customer questions more effectively.
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Note: The widget gallery is only available for utilities that have embedded widgets as
part of the Digital Self Service - Energy Management Cloud Service. For more
information about this cloud service, see the Oracle Utilities Opower Digital Self
Service - Energy Management Cloud Service Product Overview.
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Navigation: The widget gallery includes a navigation menu with links to all the available
widgets. By default the links are listed in alphabetical order.
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Widgets: The widgets in the gallery display in a simple list. The gallery displays the
version of the widget that is being used for the customer, and the content of each widget
matches what the customer sees. A CSR can interact with a widget in the same way a
customer can. For example, a CSR can select links and menus, or perform tip actions if
applicable. If a CSR and a customer are using a widget at the same time, any changes
made are preserved for the last person who made the changes.
Print Reports Section
The Print Home Energy Reports section contains a list of all print reports that have been
generated for and mailed to a customer, with the most recent report listed at the top. Reports
are named by the time period covered in the report. Users can select the report name to view
the report.
Email Reports Section
For clients who send customers email reports, an Email Home Energy Reports section is
displayed. This area contains a list of all the electronic reports that have been generated for
and emailed to a customer, with the most recent report at the top. A message indicates if no
email reports have been generated for the customer. Reports are named by the time periods
they cover. A user can select the report name to open the report.
Alerts Section
For clients who send customers High Bill Alerts (AMI) or Weekly Energy Updates, a
Customer Usage Communications section is displayed. This area lists all
communications that have been generated for and sent to a customer, with the most recent
one at the top. A message indicates if no communications have been generated for the
customer. A user can select the communication to view it.
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Peak Day Communications Section
For clients who send customers peak day communications, a Peak Day Communications
section is displayed. This area lists all communications that have been generated for and
sent to a customer, with the most recent one at the top. A message indicates if no
communications have been generated for the customer. A user can select the
communication to view it.
Customer Education Reports Section
For clients who send customers Customer Education Reports, a Customer Education
Reports section is displayed. This area lists all communications that have been generated
for and sent to a customer, with the most recent one at the top. A message indicates if no
communications have been generated for the customer. A user can select the
communication to view it.
Bill Notifications Section
For clients who send customers Bill Ready Notifications, a Bill Notifications section is
displayed. This area lists all notifications that have been generated for and sent to a
customer, with the most recent one at the top. A message indicates if no notifications have
been generated for the customer. A user can select the notification to view it.
User Admin Tab
The User Admin tab of the CSI is a set of functionality used by Customer Service
Administrators (CSAs) to manage user accounts, roles, and permissions. From this section,
CSAs can add new users and edit existing ones.
User Management: The User Management section includes a menu that allows CSAs to
filter the list of users based on "Active", "Inactive", and "All users" statuses. This makes it
easier to distinguish between the active and inactive CSRs on their rosters.
User List: The user list displays the name, username, email, and roles of the users who
have access to the CSI. It also shows an Actions column that allows the user to edit a
specific user's profile.
Add a User: A button at the bottom of the page allows CSAs to create a new user profile.
Upon clicking the button, they see an Add User page and can fill in the user's name, contact
information, and permissions.
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Adding and Editing CSI Users
Adding a New User
CSAs who have not accessed the CSI using SSO can click the Add new user link on the
User Admin tab to enter details for the new user.
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Full Name: The user’s full name (with a space between the first and last name).
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Username: A username consisting of the user’s first and last name, but with no
space in between.
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Password: A temporary password that is communicated to the user by the CSA.
The user will then be prompted to create a new password the next time they log on
to the CSI using the temporary password.
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Email Address: The user’s email address.
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Roles: The role(s) assigned to the user. This determines the levels of access
available to the user. The role options that appear are dependent on the role of the
user accessing the User Admin tab.
By default, temporary passwords expire after seven days. If a user does not log in to their
account before the expiration date, a new temporary password must be created to allow the
user to log in.
Editing an Existing User
To edit an existing user, CSAs can click the edit link for the user of interest. This opens a
screen with the user’s details.
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Full Name: The user’s full name.
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Password: The user’s login password. Passwords can be reset by typing a
temporary password that is communicated to the user by the CSA. The user will
then be prompted to create a new password the next time they log in to the CSI
using the temporary password. In addition, CSRs have the ability to reset their own
passwords using the Forgot Password? link on their utility’s designated CSI
website. These reset options are not available if the user has accessed the CSI
using SSO.
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Email Address: The user’s current email address.
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Roles: The roles assigned to the user. This determines the levels of access
available to the user. The role options that appear are dependent on the role of the
user accessing the User Admin tab.
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Status: An indicator of whether the user is active or inactive. Inactive users cannot
log in to the system.
By default, temporary passwords expire after seven days. If a user does not log in to their
account before the expiration date, a new temporary password must be created to allow the
user to log in.
Resetting a CSI User's Password
If a Customer Service Representative (CSR) loses or forgets their password for the CSI
tool, a Customer Service Administrator (CSA) can reset their password from the User
Admin tab of the CSI. CSRs can also reset their own passwords using the CSI.
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