E&U Cloud Summer '22 Release – Everything you need to know

E&U Cloud Summer '22 Release – Everything you need to know

Salesforce releases new updates to their platform three times a year. The Energy & Utilities Cloud is a major part of the Salesforce Industries catalogue. With every release, CaseNine posts a recap so you can quickly and easily get an overview of the most important enhancements, features and bug fixes without having to go through the full Release Notes (which is still a great place to learn more in full detail! Click here to see them).

Two major new features

In this Summer ‘22 release of E&U Cloud, Salesforce has added two new features to the package:

  • Energy & Utilities Contact Centre Console
  • Boost Customer Engagement with Utility Self-Serve Portal

Keep reading to find out more about these two new features and why they could be important for your business.

summer releases 2022Image: E &U Contact Centre Console

Energy & Utilities Contact Centre Console

The E&U Contact Centre Console is a feature that’s already been part of the E&U Cloud package for a while now. It’s also available for the Salesforce Industries Communication, Media and Energy managed packages. In this release, we’re getting some welcome enhancements to the Console.

There’s been a big focus to improve the Agent experience:

  • The chat can now be pre-configured using omni-channel routing
  • Charts have improved documentation, allow user-configurability and now include smart meter resolutions chart and table views

Summer releasesImage: E &U Utility Self-Serve Portal

Boost Customer Engagement with Utility Self-Serve Portal

Admins can now configure the new Self-Serve Portal. This is a portal for customers and provides a seamless experience that reduces workload for your service agents. Some of the key features are:

  • An overview of consumption and estimated costs
  • Insight into how to minimise their costs
  • Support for auto-pay and other ways to pay their bills
  • Ability to update their contact information
  • Options to configure how they want to be notified by you
  • A chat that connects your customers to your service agents

Resources

Use the resources listed below for more information:

This is all out-of-the-box content coming to the Energy & Utilities Cloud. Want to learn more about the Utility Self-Serve Portal? Contact us now.

 

Colin Hamer
Author // Colin Hamer

Colin Hamer is a Software Engineer at CaseNine. He is responsible for various CPQ implementations at customers.

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