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 access all the functionality shown on the embedded Account Overview (Dashboard). For details about the 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 Assisted Service application displays Search page, the agent enters a valid billing number, and then clicks Submit to display the View Accounts page. (From here the agent can verify that they have the correct billing account and click a button to embed the Self-Service Account Overview (Dashboard) page for the billing acocunt within the Assisted Service application.)

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 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 13 describes the elements of this page.

Sample Assisted Service Page With an Embedded Billing Account Overview

Figure 8 shows the Assisted Service application with the embedded Self-Service Account Overview (Dashboard) for a selected billing account.

Figure 8. Embedded Self-Service Account Overview (Dashboard) for a Selected Billing Account