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 49 lists and describes the use case functions.

Main Path for Searching for Users

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.

Action selected on 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 selects to edit a user.

The user selects the edit action and 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