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

Use Case: Searching for a Customer User

This use case lets an agent search for a customer (Self-Service application) user. Searching for a customer 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 access 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 Customer 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 customer user, see Sample Assisted Service Page With an Embedded Customer User Dashboard (Overview).

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

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

Alternate Paths for Searching for a Customer 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 Customer Users Page Elements.

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

Figure 9 shows the Assisted Service application with the selected user's embedded Self-Service Dashboard.

Figure 9. Embedded Assisted Service Application With a User's Self-Service Dashboard