Oracle Utilities integration with Finn. Oracle Utilities connects customer accounts, bills, payments, meter information, and service work for energy and water providers.
Oracle Utilities connects customer accounts, bills, payments, meter information, and service work for energy and water providers.
Resolve a customer's bill question
Finn explains the issued utility bill using its charges, usage, payments, and service agreement, then completes the customer case.
Typically handled byUtility billing service representative
Starts when
A verified customer asks about an unexpected bill or amount due.
What Finn handles
Verify the customer and identify the account and bill period.
Read the Oracle Utilities bill summary, billed usage, service agreement, and payment history.
Explain the recorded charges and identify any specific discrepancy requiring a billing owner's decision.
Send the confirmed explanation through the utility's customer channel and record the outcome in the connected service case.
The result
The customer receives a clear bill explanation tied to the issued account records.
Complete a billing adjustment after its decision
Finn carries an accepted billing correction through the account update and customer communication.
Typically handled byBilling adjustments administrator
Starts when
The utility's billing owner approves a specific correction to an account.
What Finn handles
Read the accepted adjustment type, amount, service agreement, reason, and effective date.
Create the adjustment in Oracle Utilities and follow its required review and lifecycle steps.
Read the resulting account financial details and any completed revised bill.
Send the customer the utility's confirmed correction and attach the decision and financial references to the dispute record.
The result
The approved adjustment is recorded and the customer receives the confirmed billing outcome.
Trace an unresolved utility payment
Finn compares the payment and account records, follows the investigation, and completes the customer's payment inquiry.
Typically handled byUtility payments coordinator
Starts when
A customer reports a payment that is missing or applied unexpectedly.
What Finn handles
Verify the customer and collect the payment reference, date, amount, and account.
Read Oracle Utilities payment events, payment segments, and account financial history alongside the connected payment processor's record.
Resolve a missing reference or obtain the payments owner's decision on a required correction.
Send the confirmed result and update the case with the completed investigation and any corrected entry.
The result
The payment inquiry has a documented resolution tied to the recorded financial events.
Set up an accepted pay plan
Finn records the payment schedule accepted by the customer and the utility and completes the plan confirmation.
Typically handled byUtility assistance administrator
Starts when
The utility's authorized owner and customer agree to a pay plan.
What Finn handles
Read the accepted account, installments, payment dates, and terms from the assistance decision.
Create the pay plan in Oracle Utilities using those recorded terms.
Retrieve the created plan and check that its dates and amounts reflect the decision.
Send the utility's confirmation through the customer's designated channel and complete the assistance case.
The result
The accepted pay plan is recorded and the customer receives its confirmed schedule.
Complete the account work for a customer move
Finn carries the customer's move request through the utility's service decisions and finishes the associated account administration.
Typically handled byUtility move-home coordinator
Starts when
A customer requests service at a new premises or a transfer from an existing one.
What Finn handles
Verify the customer and collect the premises, requested dates, service types, and contact details.
Run the utility's service questions and eligibility process and record the authorized outcome.
Complete the accepted start, stop, or transfer account tasks and follow any related field-work request through its designated owner.
Send the confirmed service dates and billing instructions and record the move's completed administrative result.
The result
The move has matching service and account records and a customer confirmation based on the utility's decision.
Book and complete field-visit coordination
Finn arranges the customer's utility visit and carries the technician's result back to the account and service case.
Typically handled byField service scheduling coordinator
Starts when
A utility service request requires an accepted field activity.
What Finn handles
Read the activity, service point, customer access requirements, and permitted appointment types.
Search available appointment slots and book the customer's selected time.
Send the appointment details and follow the external field-dispatch system's recorded progress.
Update the account and service case with the technician's result and book an accepted follow-up if the job requires it.
The result
The field visit has a confirmed appointment and its physical work outcome is recorded for customer service.
Keep a customer informed during an outage
Finn uses the utility's recorded outage information to answer the customer and complete the service communication.
Typically handled byOutage customer communications representative
Starts when
A customer asks about an interruption affecting their premises.
What Finn handles
Verify the affected service point and retrieve the linked outage information in Oracle Utilities.
Read the latest status and restoration estimate supplied by the utility's outage management system.
Send the confirmed information and the utility's established safety or contact instructions without inventing a restoration time.
Follow the recorded restoration update and complete the customer's case or identify an unresolved premises-specific issue.
The result
The customer receives source-based outage updates and a recorded service outcome.
Update account communication preferences
Finn completes the account holder's requested communication change and confirms the resulting preferences.
Typically handled byUtility customer records administrator
Starts when
An account holder asks to change notification choices or the bill mailing address.
What Finn handles
Verify the customer's authority to change the account's preferences and collect the exact request.
Read the current Oracle Utilities communication preferences and mailing details.
Apply the accepted preference or address change and inspect the resulting account record.
Send the confirmation through the designated channel and record the customer's request and completed changes.
The result
The account's communication settings reflect the verified customer's choice.
Resolve a billing-run exception
Finn investigates a failed billing task and follows the accepted correction through the completed bill or batch result.
Typically handled byUtility billing operations analyst
Starts when
A billing run reports an exception or leaves a bill pending.
What Finn handles
Read the batch result, affected bill or service agreement, and the exception's source details.
Identify the missing data or processing issue and get the billing owner's decision where customer facts or charges need correction.
Complete the accepted input correction and submit the designated billing job for the affected scope.
Read the finished job and bill status, then publish the resolution and any remaining account exceptions.
The result
The billing exception has a verified processing result and accountable follow-through for unresolved accounts.
Correct a customer account record
Finn resolves a verified account-data correction and completes the record and customer communication around it.
Typically handled byUtility account maintenance specialist
Starts when
A customer or utility employee reports incorrect account-holder information.
What Finn handles
Verify the customer and compare the reported discrepancy with the Oracle Utilities person and account records.
Collect the evidence and account-owner decision required for the particular field.
Update the accepted person or account detail through its owning utility service and inspect the resulting record.
Send the customer the completed correction and update the connected service case.
The result
The customer record reflects the accepted correction and the service case contains its evidence and outcome.
Connection setup
Set up the connection around your work.
Contact Finn to discuss the records your workflow needs and the actions you want it to perform.
Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Oracle Utilities.
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