What's new in the Energy & Utilities Cloud Winter '23 release

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What's new in the Energy & Utilities Cloud Winter '23 release

Salesforce releases new updates to their platform three times a year. The Energy & Utilities Cloud is an important part of Salesforce's Industries catalog, and several new updates have just been released in Winter '23. With each release, CaseNine publishes a summary, so you can quickly and easily get an overview of the major enhancements, features and bug fixes without having to go through the full release notes (which, by the way, is still a great place to go over everything in more detail! Click here to see them). In this article, we're going to look at the Energy & Utilities Cloud Winter '23 release.

Four important new features

In this Winter '23 release of E&U Cloud, Salesforce has added four new features/improvements to the package:

  • Identify callers in Energy & Utilities Contact Center Console
  • Implement customer acquisition management 
  • More user-friendly Utility Self Serve Portal
  • Connect to external billing systems with MuleSoft Direct for Energy & Utilities Cloud

Keep reading to learn more about these new features and why they may be important to your business.

Identify callers in Energy & Utilities Contact Center Console

The E&U Contact Center Console has been updated to reduce time-to-value for your customer support team. You can now use the Identity Verification feature to immediately identify callers. Sales agents can verify the identity of callers on incoming calls. This makes it easier to jump to the next step in the process because you can quickly access data about the caller, such as the chatbot's history, this helps provide more context and help the customer more efficiently.

Quick tip: to set up and configure the Identity Verification feature, integrate Salesforce Open-CTI into your organization and follow the documentation in identity verification.

Implement customer acquisition management

Thanks to the new task management feature, it is now even easier to implement the Customer Acquisition Management application. With just a few clicks, you can perform various post-deployment steps. This helps save time because you no longer have to do this manually in the Developer Console when using this feature.


More user-friendly Utility Self Serve Portal

There are some guided processes customers can use in the Utility Self Serve Portal. With new enhancements coming with this release, it will be even easier for customers to use the portal. Some features of the portal include:

  • Use a chat box preset with the Energy and Utilities Contact Center Console to communicate with a service representative.
  • Add a meter reading and perform additional simple tasks, such as updating account information.

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Connect to external billing systems with MuleSoft Direct for Energy & Utilities Cloud

MuleSoft Direct, a sample application from MuleSoft that can interface with external billing apps and energy and utility applications, is now available on the Anypoint Exchange.

Use a MuleSoft sample application from Anypoint Exchange to integrate Energy and Utility apps with external billing systems such as PowerCloud. Give consumers a comprehensive 360° view by extending the capabilities of the Energy and Utility Contact Center Console to gather information from legacy backend systems.


Use the resources below for more information:

Want to stay up to date with the latest Energy & Utilities news? Through the Market Trend Series we keep you regularly informed of the most important developments in the market. The Market Trend Series Cheat Sheet compiles all the important information, so you can see at a glance what really matters. Download Market Trend Series today.

This all comes out-of-the-box to the Energy & Utilities Cloud. Want to know more about the Utility Self-Serve Portal? Get in touch with us now.

Interested in what we can do for you?

Contact our experts directly. We'd love to hear from you!

Colin Hammer

Colin Hamer is a Software Engineer at CaseNine. He is responsible for various Salesforce projects at clients.

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