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

Managing a CSR Profile


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

Table 56 lists and describes the Managing a CSR Profile use case functions.

Table 56. Managing a CSR Profile
Functions
Description

Name

Managing a CSR Profile

Feature Area

CSR User Management.

User

CSR administrator

Trigger

The user clicks the My Profile tab in Oracle Self-Service E-Billing.

Prerequisites

The user is currently enrolled in Oracle Self-Service E-Billing.

Configuration Points

  • The number of characters in a password; Payment Card Industry (PCI) Data Security Standard requires a minimum of seven characters.
  • The complexity of the password.
  • The number of questions for the security question.
  • The list of security questions.

Main Path for Managing a CSR Profile

The main path to manage a CSR profile is as follows:

  1. Oracle Self-Service E-Billing displays the Update Profile view with the following information:
    • CSR User ID - Hard coded (cannot be changed)
    • Users can change their 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 an 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 or 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 characters for consistency.
      • The minimum length of a security question is one (configurable) character and cannot be the space character.
      • The maximum length of the answer is 100 characters.
      • Oracle Self-Service E-Billing deletes 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:
    • 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 with 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 Manage CSR Profile

Exceptions can occur with this use case.

One of the form fields is an empty string 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 Change Password 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 pre-populated Change Password form with the following error message: Please provide a valid password and confirm password.

If no question is selected or if the security answer is an empty string 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.

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