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Application Guide for Oracle Self-Service E-Billing (Consumer Edition) > Customer Service Representative Use Cases >
Searching for Users
The goal of this use case is to identify a consumer user. A CSR can search for a consumer user using any account information, such as ZIP Codes, Tax ID, and so on. Table 51 lists and describes the use case functions.
Table 51. Searching for Users
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Name |
Searching for Users |
Feature Area |
CSR |
User |
CSR, CSR administrator |
Trigger |
The CSR or CSR administrator logs in to the CSR application default page or the user clicks the Search for User subtab of the Search tab from any other page. |
Precondition |
Login |
Configuration |
None |
Search Screen |
- User First Name - Only characters and apostrophes, hyphens, and spaces are allowed.
- User Last Name - Only characters and apostrophes, hyphens and spaces are allowed.
- User ID - Only characters and numbers are allowed.
- Service Agreement - Only Numbers, spaces, and dashes are allowed.
- Account Number - Only Numbers, spaces, and dashes are allowed.
- E-mail Address - Only alpha characters, numbers, underscores, and the at sign (@), are allowed.
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Functions |
- Oracle Self-Service E-Billing displays the users (userid) associated at either the account level or the service agreement level in the search results page.
- The user can configure the number of rows returned for each page.
- Result set columns are configurable for each implementation.
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Main Path for Searching for Users
The main path to search for users is as follows:
- A CSR selects search criteria from the Search Accounts screen.
Oracle Self-Service E-Billing displays the search screen with the following attributes:
- User First Name
- User Last Name
- User ID
- Service Agreement
- Account Number
- Email Address
- Include Inactive Users: Check this box to include both Inactive status as well as Active status users.
- The user enters the search criteria and submits the form. The user can perform partial wildcard search.
Oracle Self-Service E-Billing displays the search results screen of all users matching search criteria:
- User ID
- Name
- E-mail Address (useful for two users with same name)
- Action: Edit or Delete, and Impersonate.
Alternate Paths for Searching for Users
The following alternate paths can occur when searching for users. The user selected an action on the wrong user from the result list
If the CSR takes an action on the wrong user from the search result, the CSR must be able to return to the original search result list to select another user. The user clicks the Impersonate link in the search results
Oracle Self-Service E-Billing invokes the Impersonating a User use case. The CSR user clicks Edit
The user selects the edit action. The UI displays the user edit profile screen with the following attributes:
- First Name
- Last Name
- User Name
- Password
- Confirm Password
- Email Address
- Role
- Delete
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