Implementation Guide for Oracle Self-Service E-Billing > Customizing the Customer Service Representative Application >

About CSR Functionality

The Customer Service Representative (CSR) application delivered with Oracle Self-Service E-Billing provides an interface to create and manage CSR administrators and organizations. Through this application a CSR can also administer organizations, search for users or other CSRs, or impersonate another user to provide support for that user.

As with Billing and Payment application users, when a CSR enrolls in a CSR-enabled application, Oracle Self-Service E-Billing creates profiles in the database. Depending on the CSR roles configured, a CSR can be limited to specific UI views and actions on behalf of another user. SAF authorizes access based on the permissions set for the CSR role. A CSR can see all the users with whom he or she works and click the Impersonate hyperlink for a user.