Oracle customer care & billing (cc&b) Course Overview

Certainly! To ensure a successful learning outcome for the Oracle Customer Care & Billing (CC&B) course, participants should meet the following minimum prerequisites:

• Basic understanding of customer service operations and principles.
• Familiarity with billing and payment processes in a utility or service-oriented business environment.
• Proficiency in using computer systems and applications, particularly in a Windows-based environment.
• Ability to navigate and interact with web-based interfaces.
• Some exposure to database concepts and SQL (Structured Query Language) is beneficial but not mandatory.
• Strong analytical and problem-solving skills to understand and apply course concepts.
• Effective communication skills for interacting with the system and understanding user requirements.

These prerequisites are designed to ensure that participants are equipped with the foundational knowledge required to grasp the course material effectively. They are not intended to be barriers to entry but rather to set the stage for a productive and engaging learning experience.

Target Audience for Oracle customer care & billing (cc&b)

The Oracle Customer Care & Billing (CC&B) course equips professionals with the skills to manage utility customer interactions effectively.

Target Audience for the Oracle CC&B Course:

• IT Professionals working in the utilities sector
• Technical Support Specialists for CC&B applications
• Customer Service Representatives in utility companies
• Billing Analysts and Specialists
• Utility Field Service Managers and Coordinators
• Sales and Marketing Professionals in the utilities industry
• Debt Management Officers in utility companies
• Business Analysts focusing on utility customer operations
• Database Administrators managing CC&B systems
• Software Developers and Engineers who customize CC&B applications
• Project Managers overseeing CC&B implementation or upgrades
• Technical Consultants specializing in Oracle utilities applications
• System Integrators working with Oracle CC&B solutions

Learning Objectives - What you will Learn in this Oracle customer care & billing (cc&b)?

Introduction to the Oracle CC&B Course Learning Outcomes

The Oracle CC&B course is designed to equip students with comprehensive knowledge of customer care and billing within the Oracle Utilities framework.

Learning Objectives and Outcomes

• Understand the features and navigation of Control Central to manage customer information efficiently.
• Gain proficiency in using the Oracle CC&B User Interface Standards for consistent user experience.
• Learn to maintain and update customer information to ensure data integrity and support customer service operations.
• Acquire skills in utilizing the Sales and Marketing module to manage customer relationships and track engagement.
• Develop the capability to manage and optimize fieldwork processes, including scheduling and dispatching.
• Understand the principles of route management and how to effectively handle Field Activity Uploads for remote workforce management.
• Master the billing process, including bill calculation, bill segments, and handling complex billing scenarios.
• Learn to process payments within the Oracle CC&B system, including payment arrangements and handling exceptions.
• Gain knowledge on monitoring, managing, and reducing overdue debt through effective use of the Oracle CC&B system.
• Understand the creation and management of Business Object Elements, Inheritance, and Options to customize and extend system functionalities.
• Learn to design and implement Service Scripts for automating customer service processes.
• Acquire advanced skills in Business Process Automation (BPA) Script Features to streamline and enhance operational efficiencies.

These objectives ensure that students will be well-prepared to manage and optimize customer care and billing processes using Oracle's CC&B platform.