Oracle CC&B (Customer Care and Billing) is a comprehensive solution designed to help utilities manage customer service, billing, and customer relations. It is part of Oracle’s suite of applications aimed at streamlining and automating the operations of utilities such as electricity, water, and gas providers.

1. Introduction to Oracle CC&B

• Overview of Oracle CC&B and its role in the utility industry.
• Key features and modules of Oracle CC&B.
• Architecture of Oracle CC&B (including integration with other Oracle products).
• High-level workflow of the CC&B system.

2. CC&B Functional Overview

• Customer Account Management:
  • Creating and managing customer accounts.
  • Managing customer profile information, including contact details and service requests.
• Service Management:
  • Creating and managing service requests.
  • Handling service installations, disconnections, reconnections, and maintenance.
• Billing and Payments:
  • Configuring billing cycles, rate plans, and billing methods.
  • Understanding usage-based billing, manual adjustments, and billing disputes.
  • Payment collection methods (including partial payments, credit limits).
  • Handling late payments, collections, and payment plans.
• Revenue Management:
  • Configuring financial transactions.
  • Understanding the revenue recognition process.
• Analytics and Reporting:
  • Generating billing, customer service, and revenue management reports.
  • Using Oracle’s Business Intelligence (BI) tools for analysis.

3. CC&B Technical Overview

• System Architecture:
  • Technical architecture of Oracle CC&B, including hardware and software requirements.
  • Configuration of servers, databases, and other components.
• Data Model:
  • Understanding the data model used in Oracle CC&B.
  • How customer data is structured and stored in the system.
• Configuration:
  • Configuring and customizing Oracle CC&B.
  • Setting up rate plans, payment types, services, and usage rates.
  • Configuring business rules and workflow processes.
• Integration:
  • Integrating Oracle CC&B with external systems (e.g., Oracle Utilities Meter Data Management (MDM), ERP systems).
  • Integration with third-party applications (e.g., CRM systems, payment gateways).
• Security & User Management:
  • User roles and permissions management.
  • Setting up security policies, authentication, and authorization.

4. Advanced Configuration Topics

• Advanced Billing Configuration:
  • Complex billing scenarios, such as tiered pricing, dynamic rates, and usage adjustments.
  • Creating and managing discounts, rebates, and other pricing models.
• Workforce Management:
  • Configuring field service management tools.
  • Integrating with scheduling and dispatching systems.
• Customizing Workflows:
  • Designing and implementing custom workflows for business processes (e.g., customer onboarding, service requests, dispute management).
• Troubleshooting & Performance Tuning:
  • Diagnosing system performance issues.
  • Optimizing CC&B processes for faster performance.
  • Managing system errors, logs, and exceptions.

5. Oracle CC&B Implementation Process

• System Implementation Planning:
  • Planning for CC&B implementation, including timelines, resource management, and milestones.
  • Setting up and configuring the environment (pre-production and production environments).
• Data Migration:
  • Migrating data from legacy systems to Oracle CC&B.
  • Mapping legacy data to the Oracle CC&B data model.
• Testing:
  • Creating test scenarios for functional and technical testing.
  • Performing user acceptance testing (UAT) and system integration testing (SIT).
• Go-Live and Support:
  • Managing the go-live process.
  • Post-implementation support and troubleshooting.

6. Oracle CC&B Customization and Extensibility

• Custom Development:
  • Customizing reports, screens, and business logic.
  • Understanding and using the CC&B API for custom integrations and extensions.
• Web Services and SOA Integration:
  • Using Oracle Service Oriented Architecture (SOA) for integrating with other systems.
  • Working with REST and SOAP web services in Oracle CC&B.

7. Best Practices for Oracle CC&B

• Best Practices for Configuration and Customization:
  • Following industry best practices when configuring and customizing the system.
• Change Management:
  • Managing changes to the CC&B system effectively.
  • Version control and managing software updates.
• System Security:
  • Ensuring the security of customer data and transactions.
  • Managing data encryption, access control, and audit logs.

8. CC&B Maintenance and Support

• System Monitoring:
  • Monitoring CC&B system health, performance, and logs.
  • Identifying and resolving common issues.
• Patch Management:
  • Applying software patches and updates.
  • Testing and rolling out patches in a production environment.
• Backup and Recovery:
  • Configuring system backups.
  • Performing disaster recovery and data restoration