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Application Guide for Oracle Self-Service E-Billing (Business Edition) > Customer Service Representative Use Cases >
Searching for CSR Users
The goal of this use case is to identify a user. Any account information (attributes) can be used for searching (for example, ZIP Codes, Tax ID, and so on). Table 87 lists and describes the use case functions.
Table 87. Searching for CSR Users
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Name |
Searching for CSR Users |
Feature Area |
CSR |
Brief Description |
CSR enters search criteria to locate users. |
Users |
CSR, CSR administrator |
Trigger |
Successful login into CSR application (default page) or user clicks the Search for User subtab of the Search tab from any other page. |
Preconditions |
The CSR user must be logged in. |
Configuration, Search Screen |
- User First Name - Only characters and apostrophes, hyphens and spaces allowed.
- User Last Name - Only characters and apostrophes, hyphens and spaces allowed.
- User ID - Only characters and numbers allowed.
- Service Agreement - Only Numbers, spaces, and dashes.
- Account Number - Only Numbers spaces, and dashes.
- Email Address - You can enter an the ampersand (@) in the search string.
- Company - For business searches.
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Notes |
- Oracle Self-Service E-Billing displays users (userid) associated at either account level or service agreement level in the search results page.
- Paging is implemented for organization with large hierarchies and is configurable. 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 CSR Users
The following path describes the Searching for Users use case:
- A customer service representative selects search criteria from the Search Accounts screen.
- Oracle Self-Service E-Billing displays search screen with the following attributes:
- User First Name
- User Last Name
- User ID
- Service Agreement
- Account Number
- Email Address
- Company Name (for Business searches)
- Include Inactive Users: Check this box to include Inactive status users 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 following search results for all users matching the search criteria:
- User ID
- Name
- Email address (useful for two users with same name)
- Action: Edit or Delete and Impersonate
Alternate Paths for Searching for CSR Users
Alternate paths can occur in this use case. Action selected on wrong user from result list
If action is taken 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 from which to take action.
The user clicks Impersonate link in search results
Oracle Self-Service E-Billing invokes the Impersonate User use case.
CSR The user selects EDIT action upon a User
The user selects edit action, Oracle Self-Service E-Billing displays 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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