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 internal 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.

  The CSRAdministrator role 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 another CSRAdministrator when creating a new Assisted Service application user. (The initial CSRAdministrator user 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 CSR administrator 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 CSR administrator 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.