|
Assisted Service Application Guide for Oracle Billing Insight > Servicing Billing Accounts >
Use Case: Searching for a Billing Account
This use case lets an Assisted Service agent search for a customer billing account. A billing account number remains selected until the agent selects another one. (The result of the last billing account search is stored in a cookie.) Searching for a user embeds the Account Overview (Dashboard) within the Assisted Service application, showing the same data and functionality as would appear for the selected billing account in the Self-Service application. An agent can use all the functionality shown on the embedded Account Overview (Dashboard). For details about the Account Overview (Dashboard) functionality and content, see Self-Service Application Guide for Oracle Billing Insight. Main Path for Searching for a Billing Account
The main path occurs when an agent logs in, the agent enters a valid billing number on the Search page, clicks Submit to display the View Accounts page, then clicks the account number to embed the Self-Service Account Overview (Dashboard) page. To view a sample Assisted Service page showing an embedded Dashboard for a billing account, see Sample Assisted Service Page With an Embedded Billing Account Overview. For details about Search page elements, see Search Page Elements. For details on the View Accounts page elements, see View Accounts Page Elements. Alternate Paths for Searching for a Billing Account
The following alternate paths can occur in this use case:
- An agent selects the Search option from the Main Menu to display the Search page.
- An agent enters a full or partial wildcard character search, then clicks Submit. Valid wildcard characters are % and *.
- An agent selects the Billing Account option from the Main Menu and enters a valid account number or a full or partial wildcard character search on the View Accounts page. For details, see View Accounts Page Elements.
Search Page Elements
Table 12 describes the elements of this page.
Table 12. Search Page Elements
|
|
Page Title |
Search (Title does not appear on screen) |
Prompt CSR for Caller's Information |
This module displays the following elements:
- Module title text: Prompt CSR for Caller's Information
- Text and blank field for data entry: Caller's Name Field
- Text and blank field for data entry: Caller's Email Field
|
Search Billing Account Module |
This module displays the following elements:
- Module title text: Search Billing Account
- Text and blank field for data entry: Billing Account Number Field
- Text: Enter a valid Billing Account Number and click Submit.
- Button: Submit
Action: Searches for the billing account and embeds the Self-Service Dashboard for the account. For details, see Sample Assisted Service Page With an Embedded Billing Account Overview.
|
Search User Module |
This module displays the following elements:
- Module title text: Search User
- Text and blank field for data entry: User ID Field
- Text and blank field for data entry: User First Name Field
- Text and blank field for data entry: User Last Name Field
- Text and blank field for data entry: Email Address Field
- Text: Enter a value for at least one of the options and click Submit.
- Button: Submit
Action: Displays the Self-Service Dashboard (overview) for the user within the Assisted Service application. For details, see Sample Assisted Service Page With an Embedded User Dashboard (Overview).
|
Search Company Module |
This module displays the following elements:
- Module title text: Search Company
- Text and blank field for data entry: Company Name Field
- Text: Enter a company name and click Submit.
- Button: Submit
Action: Displays the Self-Service Dashboard (overview) for the company within the Assisted Service application. For details, see Sample Assisted Service Page With an Embedded Company Dashboard.
|
Sample Assisted Service Page With an Embedded Billing Account Overview
Figure 10 shows the Assisted Service application with the Self-Service Account Overview (Dashboard) for a selected billing account.
Figure 10. Self-Service Account Overview (Dashboard) for a Selected Billing Account
|
| 
