Set Up Energy and Utilities Contact Center Console Features

Set up the Energy and Utilities Contact Center Console features based on your business needs.

• Set Up Audit Trails for Contact Center Console
  Use Audit Trails to monitor and analyze the identity verification audit records of customers and detect potential compliance fraud or identity breaches.
• Set up Actionable Relationship Center (ARC) for Contact Center Console
  Use Actionable Relationship Center to track and visualize account, premises, service point, and asset relationships.
• Set up Timeline
  Place the timeline component on the Account page so that it renders at runtime.
• Set up Interest Tags
  With Interest Tags, your service agents can capture the needs and interests of your customers and then offer services that appeal them the most.
• Integrate Energy Applications to External Billing Applications
  Connect your Energy & Utilities Contact Center Console application to external billing applications like Powercloud using the MuleSoft Direct for Energy & Utilities Cloud feature.
• Integrate with SAP IS-U (Console Process Multipack)
  Many Energy & Utilities companies have traditional backend billing and metering systems that store a large amount of customer billing data. You wish to integrate these systems with the Energy & Utilities Contact Center Console.
• Integrate with SAP IS-U (Master Data Synchronization)
  Integrate your legacy systems with the Energy & Utilities Contact Center Console. Master Data Sync implements a scheduled upload of Premises, Service Point and Assets (Inventory Items) updates from SAP to Salesforce.
• Set up Identity Verification for Contact Center Console
  Set up Identity Verification to enable service agents to verify the identity of incoming calls, and follow guided processes for assisting new and existing customers.
• Set up Chat in Energy & Utilities Contact Center Console
  Set up the chat in your Energy & Utilities Contact Center Console and Utility Self Service Portal to allow customers to chat with service agents in real time or offline.