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Searching and Modifying a CSR User

A customer service representative administrator can use this use case to modify other CSRs so that they can access the application. Table 94 lists and describes the use case functions.

Table 94. Searching and Modifying a CSR User
Function
Description

Name

Searching and Modifying a CSR User

Feature Area

CSR

Users

Customer service representative administrator

Preconditions

The CSR administrator user has been created. An organization and accounts exist.

Trigger

The CSR must be logged in to the CSR application. The CSR Administrator clicks the Manage CSR tab.

Rules

Wildcard search asterisk (*) can be added to the end of any value to change it to starts with match logic.

Configuration Points

Search CSR Profile:

  • First Name
  • Last Name
  • CSR ID

Modify CSR Profile:

  • First Name
  • Last Name
  • CSR ID - Only characters and numbers allowed.
  • Password
  • Confirm Password
  • Email Address
  • Role - Either CSR Administrator or CSR.

Main Path for Searching and Modifying a CSR User

The following path describes this use case:

  1. A CSR clicks the Manage tab.
  2. Oracle Self-Service E-Billing displays search screen with the following attributes:
    • CSR ID
    • First Name
    • Last Name
  3. The CSR enters the search criteria and submits the form.
  4. Oracle Self-Service E-Billing displays search result with the list of internal user accounts to the administrator.
  5. The CSR has the option to edit or delete the CSR user. The CSR selects an appropriate option.
  6. Oracle Self-Service E-Billing links to the appropriate for the option selected.

Alternate Paths for Searching and Modifying a CSR User

Alternate paths can occur in this use case.

There are No Matching Accounts for the Search Criteria

Oracle Self-Service E-Billing displays a message stating that there are no matching results.

The CSR User Chooses to Edit CSR Details
1 CSR Administrator selects user from the list and invokes the Edit User option.
  1. Oracle Self-Service E-Billing displays the Edit User page including:
    • First name
    • Last name
    • CSR ID
    • Password
    • Password confirmation
    • Email Address
    • Role
  2. User updates fields and submits the form.
  3. Oracle Self-Service E-Billing validates the information and updates the profile for the selected user.
  4. Oracle Self-Service E-Billing displays the updated list of internal users to the administrator.
The CSR Admin Selects the Delete Operation
1 Oracle Self-Service E-Billing displays a confirmation page with the following information:
    • First Name
    • Last Name
    • User Name
  1. The user confirms the operation.
  2. Oracle Self-Service E-Billing validates the request and logs details of inactivated user and disables the user's access.
  3. Oracle Self-Service E-Billing displays the updated list of Internal Users.
    
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