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 NOV 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.
NOTE: Not all new Digital Self Service - Energy Management features are available with Digital Self Service - Transactions. Refer to the Digital Self Service - Transactions Overview Guide for feature availability.
Release Product Version
Product Version 2.2313.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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Service Task ID in Payment Extension Enrollment Confirmation |
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Enhanced Contact Information Experience in the Start, Stop, and Transfer Service Process |
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Digital Self Service - Transactions
Digital Self Service - Transactions
Optional Personal Identifiable Information for Guest Users
Digital Self Service - Transactions can be configured to allow the main account holders to add guest users to their account without including the guest’s personal identifiable information.
This update allows utilities to minimize the amount of personal identifiable information associated with an account.
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.
Customer Information System Error Message Override
Digital Self Service - Transactions features were updated to allow utilities and utility partners to override error messages sent to the customer through the Customer Information System. Utilities can use this option to provide customers with more detailed, appropriate, or user-friendly error messages in place of the default error messages generated during validation. Updated features include:
- Budget Billing
- Charity Contribution
- Connect Account
- Connected Accounts
- Pay Plans
- Preferred Payment Date
- Preference Management
This update provides utilities with more control over the type of error messages sent to customers through the Customer Service Interface.
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.
Key Resources
- Refer to the Digital Self Service - Transactions Configuration Guide.
Service Task ID in Payment Extension Enrollment Confirmation
Service Task IDs are included in the Payment Extensions enrollment confirmation message. Customers can refer Customer Support Representatives to the Service Task ID when requesting support for enrollment issues.
This update allows Customer Service Representatives to more efficiently locate a customer's enrollment records.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Service ID is included by default. Utilities can replace the Service ID with the Reference ID.
The Digital Self Service - Transactions One Time Payment task shows Customer Service Representatives additional details for each transaction including date and time, username, correlation ID, processing time, dollar amount, and the error code and error category associated with a failed transaction.
This update makes it easier for Customer Service Representatives to assist customers with one time payment transaction questions.
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.
Enhanced Bill Download Experience
The Enhanced Bill Download feature was updated to include configurable parameters for setting the availability period of bill downloads, informative messages about bill download availability, and clear error messages when downloads fail due to technical issues. Utilities can tailor the bill download feature to match their business preferences.
This feature offers the following capabilities:
- Configurable Parameters: Utilities can customize the availability period for bill downloads to ensure that it aligns with utility requirements. When the billing history available in the portal surpasses the utility-defined parameters, the Bill Download button is automatically disabled.
- Informative Messages: Utilities can configure informative messages to let customers know when their billing documents are available.
- Enhanced Error Messaging: Customers are provided with detailed error messages in instances when download failures due to technical issues..
This feature allows utilities to tailor the Bill Download feature to match their business preferences.
Steps to Enable
Utilities with Opower Configuration Tool
Configuration for this feature is available in the Opower Configuration Tool. See the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide.
Utilities without Opower Configuration Tool
Contact your Service Delivery Manager to coordinate configuration of the module.
- 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.
Key Resources
- Refer to the Digital Self Service - Transactions CSR Guide.
- Refer to the Digital Self Service - Transactions Configuration Guide.
Streamlined Configuration Process for Bill Download Feature
The Digital Self Service - Transactions Bill Download feature configuration process was updated to reduce the risk of incomplete configurations, and provides utilities with a more accurate representation of the setup requirements. Improvements to the process include:
- Consolidating configurations into a centralized location.
- Requiring the involvement of Oracle Utilities Opower support teams in enablement.
This update makes the process easier for utilities to follow and ensures that setup is completed successfully.
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.
Key Resources
Customized General Announcements
Utilities can display custom time-sensitive messages, announcements, and updates to their customers through the Digital Self Service - Transactions portal using the general announcement banner.
This feature offers the following capabilities:
- Message Configuration: Utilities can create custom messages that include text and hyperlinks to relevant resources.
- Priority Settings: Messages are categorized as "urgent" or "general." Urgent messages are given more prominent placement on the portal to ensure that customers see critical information immediately.
This feature allows utilities to create and provide customers with time-sensitive updates within the Digital Self Service - Transactions portal.
Steps to Enable
Utilities with Opower Configuration Tool:
Configuration for this feature is available in the Opower Configuration Tool. See the Oracle Utilities Opower Digital Self Service - Transactions Configuration Guide.
Utilities without Opower Configuration Tool:
Contact your Service Delivery Manager to coordinate configuration of the module:
- 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.
Key Resources
- Refer to the Digital Self Service - Transactions CSR Guide.
- Refer to the Digital Self Service - Transactions Configuration Guide.
Start, Stop, and Transfer Service
Enhanced Contact Information Experience in the Start, Stop, and Transfer Service Process
The Start, Stop, and Transfer process was updated to allow customers to manage their contact information when stopping or transferring service.
This feature offers the following capabilities:
- View Contact Information: Customers can view a list of all active primary and secondary contacts associated with their account in the Oracle Customer Information Systems.
- Update Primary Contact: Customers can change the primary contact for their account by selecting one from the list presented or adding a new contact.
- Add New Contacts: Customers can add a new contact associated with their account without leaving the Start, Stop, and Transfer process.
- Manage Inactive Contacts: If a customer attempts to add an inactive Customer Information Systems contact as their primary or new contact, the portal will display a message informing the customer of the contact's inactive status. The customer can choose to reactivate the contact or select another one.
This update improves the customer experience by providing customers with more control over their service request.
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.
Key Resources
-
Refer to the Digital Self Service - Transactions CSR Guide.
Distributed Energy Resources Features and Solar-Specific Messaging in Digital Self Service - Transactions
Solar customers can access Distributed Energy Resources Customer Engagement features and solar-specific messaging through the Digital Self Service – Transactions portal. New Distributed Energy Resources features include:
- Solar Welcome Experience: Solar customers who are interacting with the Distributed Energy Resources features in Digital Self Service - Transactions for the first time are shown how to properly read their positive and negative consumption data, and how to interpret complex solar bills. The Solar Welcome Experience is not displayed on subsequent visits.
- Solar Savings Insight: The Solar Savings Insight provides customers with a simplified view of how much money they are saving on their electricity bill since becoming a solar customer.
The following features were updated to include solar-specific messaging:
- Data Browser
- Bill Forecast
- Bill Comparison
- Tips
This update makes it possible for solar customers to access consistent, easy-to-understand information about their electricity usage and production, and average savings without leaving Digital Self Service - Transactions.
Steps to Enable
Contact your Service Delivery Manager to coordinate configuration of the module. To open a Service Request:
- 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 an Oracle Utilities Opower Distributed Energy Resources Customer Engagement Cloud Service license.
Key Resources