Assisted Service Application Guide for Oracle Billing Insight > Servicing Customer Users >

Use Case: Searching for a User

This use case lets an agent search for a Self-Service application user. Searching for a user embeds the user's Dashboard (overview) within the Assisted Service application page. The Dashboard contains user-specific content and functionality derived from the Self-Service application.

The user-specific content and available functionality is derived from the selected user's billing, payment, and personal data, based on his or her user role and privileges, and billing or business hierarchy position (if any) in the Self-Service application.

The agent can use all the functionality shown on the embedded Self-Service Dashboard. for the user. For details about the Dashboard functionality and content, see Self-Service Application Guide for Oracle Billing Insight.

Main Path for Searching for a User

The main path occurs when an agent logs in, the Assisted Service application displays the Search page, the agent enters a valid user ID, clicks Submit to display the View Accounts page, then clicks the user ID to embed the user's Self-Service Dashboard (overview) in the Assisted Service page.

To view a sample Assisted Service page showing an embedded Dashboard for a user, see Sample Assisted Service Page With an Embedded User Dashboard (Overview).

For details about Search page elements, see Search Page Elements.

For details about View Users page elements, see View Users Page Elements.

Alternate Paths for Searching for a User

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 in one of the user fields and clicks Submit. Valid wildcard characters are % and *.
• An agent enters a value in one or more of the user fields and clicks Submit.
• An agent selects the Users option from the Main Menu and enters a valid user ID or other full or partial search criteria on the View Users page. For details, seeView Users Page Elements.

Sample Assisted Service Page With an Embedded User Dashboard (Overview)

Figure 11 shows the Assisted Service application with a selected user's Self-Service Dashboard.

Figure 11. Assisted Service Application With a User's Self-Service Dashboard