Application Guide for Oracle Self-Service E-Billing (Business Edition) > Customer Service Representative Use Cases >

Managing a CSR Profile

In this use case, CSRs can view his or her current profile information and can modify his or her first name, last name, email address, password, and security question.

Table 97 lists and describes the Managing a CSR Profile use case functions.

Main Path for Managing a CSR Profile

The following path describes this use case:

1. Oracle Self-Service E-Billing displays the Update Profile view
   • CSR User ID - Hard-coded (cannot be changed)
   • The user can change his or her profile information
     • First Name - prepopulated form box - Required
     • Last Name - prepopulated form box - Required
     • Email address - prepopulated form box - Required
   • Role - Hard-coded (cannot be changed)
   • New Password - Displays an empty form field. Default is eight characters and must contain at least:
     • One uppercase character
     • One lowercase character
     • One number
     • No spaces
     • Special characters are valid
   • Confirm Password - Displays and empty form field.
   • Security question - CSR selects a security question:
     • Best friend's name from childhood?
     • The name of the boy or girl you first kissed?
     • The place where you first met your spouse/significant other?
     • What is the make or model type of your first car?
     • What was the name of the school you attended in first grade?
   • Security Answer
     • Form box size of 30 to be consistent with others
     • The default minimum length of a security question is one character, which cannot be the space character. The minimum length is configurable.
     • The maximum length of the answer is 100 characters.
     • Oracle Self-Service E-Billing trims leading and trailing spaces and does not include these in the calculation of minimum and maximum lengths.
     • Spaces within the answer are valid.
     • Special characters are valid and enhance the security level of the answer.
2. The user clicks Update.
3. Oracle Self-Service E-Billing validates the information on the form for the following:

• Formatting
• Completeness

4. Oracle Self-Service E-Billing displays the CSR My Profile confirmation screen with the following success message: Your changes have been saved.

Alternate Paths for Managing a CSR Profile

Alternate paths can occur in this use case.

The User Clicks Cancel on the Manage Profile Page

The page refreshes with the original settings.

The User Clicks Cancel on the Change Password Page

The Manage Profile page appears.

The User Clicks Cancel on the Change Security Question Page

The Manage Profile page appears.

Exceptions for Managing a CSR Profile

Exceptions can occur in this use case.

One of the Form Fields is Left NULL When Submitted

Oracle Self-Service E-Billing displays the Change Password form with the following error message: Please provide a value for ****.

The Password or Confirm Password Does Not Meet the Requirements

Oracle Self-Service E-Billing displays the prepopulated Enrollment form with the following error message: Please provide a valid password and confirm password.

The Password and Confirm Passwords are Not Exactly the Same

Oracle Self-Service E-Billing displays the prepopulated Enrollment form with the following error message: Please provide a valid password and confirm password.

No Question is Selected or the Security Question Answer is Left Null on the Security Question Form

Oracle Self-Service E-Billing displays the Change Security Question form with the following error message: Please select a question and a valid answer for the question selected.