This chapter covers customizing the Customer Service Representative application for your implementation of Oracle Self-Service E-Billing. It includes the following topics:

• CSR Customization APIs
• About CSR Functionality
• CSR Application Files
• Integrating CSR With Siebel CRM or Other CRM Applications
• Using Impersonation with a Customer Service Application External to Oracle Self-Service E-Billing
• About Impersonation Auditing