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Assisted Service Application Guide for Oracle Billing Insight > Overview of the Assisted Service Application >
Assisted Service Application User Roles
The Assisted Service application use cases are available to users based on the assigned user role and the privileges associated with the role. Oracle Billing Insight preconfigures the following user roles for accessing the Assisted Service application:
- CSRAdministrator. An administrator of the Assisted Service application can create and manage other Assisted Service users, update user profiles, view customer account and Assisted Service user lockout reports, reactivate customer accounts or Assisted Service users, and deleting Assisted Service users.
CSRAdministrators can also access all agent functionality for assisting customers, with the same privileges as the end user's assigned role and hierarchy position (if any). CSRAdministrators can search for and view the same billing account, user, and company data available to an end user and perform any function on behalf of a user (same as a CSR user).
The CSRAdministrator role is assigned by a CSRAdministrator when creating a new Assisted Service application user. (The initial CSRAdministrator is created by the bootstrap user ID after installation.)
- CSR. A customer service representative user, or agent, can access all functionality for assisting customers, with the same privileges as the end user's assigned role and hierarchy position (if any). CSR agents can search for and view the same billing account, user, and company data available to an end user and perform any function on behalf of a user.
The CSR user role is assigned by a CSRAdministrator when creating a new Assisted Service application user.
- Merchant. A merchant is a business owner user who can view user and billing metric reports for the enterprise only.
The Merchant role is assigned by a CSRAdministrator when creating a new Assisted Service application user.
For details on the Assisted Service application functionality that each user role can access, see Implementation Guide for Oracle Billing Insight. The following sample Assisted-Service application pages show the different Main Menu and login landing pages for each user role:
Login Landing Page for the CSRAdministrator User
When a CSRAdministrator logs in, the Search page displays with the Main Menu options shown in Figure 1.
Figure 1. Login Landing Page for the CSRAdministrator User Role
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Login Landing Page for the CSR User
When a CSR user logs in, the Search page displays with the Main Menu options shown in Figure 2.
Figure 2. Login Landing Page for the CSR User Role
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Login Landing Page for the Merchant User
When the Merchant logs in, the User Metrics page displays with the Main Menu options shown in Figure 3.
Figure 3. Login Landing Page for the Merchant User Role
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