5Users

This chapter contains the following:

Self-Service Registration

Here's an overview of user self-service registration.

When the Digital Customer Service Reference Implementation template is used to create your Digital Customer Service application, users can take advantage of the self-registration feature available to anonymous users through the Sign-Up link on the home page of their Digital Customer Service application. There are various profile options that control the way in which the self-service registration features behaves. For more information about profile options relating to self-service registration, refer to Configure Profile Options in the related topics.

One profile option to note though is the ZCA_CONTACT_ADDRESS_REQUIRED_ENABLED profile option. You must set this profile option to one of two values:

  • No. This means a contact address for the contact is optional.

  • Yes for Customer only. This is the default value and it means that an address is required for contacts of the Customer type only.

Note: The Digital Customer Service Self Service Registration feature doesn't support requiring addresses for all contact types, just for the Customer type.

The APPID user is used to call the self-registration API on behalf of the anonymous user when they use the Sign-Up link.

Note: A user can register multiple times if they need to be registered as a user in multiple customer accounts. Each registration request should use a different Account Key.

Assign Roles to Digital Customer Service Users

This topic shows you how to assign user roles in the Digital Customer Service application.

Self-Service Account Administrator

Each customer account must have at least one self-service account administrator. You can assign or remove the account administrator role to user accounts in Oracle B2B Service.

Note: The first user created under a customer account is always automatically made granted the Account Administrator role for that account. The steps that are listed in this topic, are for creating additional account administrators.

To assign the self-service account administrator role:

  1. Sign into Oracle B2B Service as an administrator or setup user.

  2. Navigate to the Service work area and click Self-Service Users.

  3. From the Self-Service Users list, select the user you want to modify.

  4. In the User Administration section, select the following role:

    • Account Administrator

  5. Click Save.

    A dialog appears, confirming the role modification.

Self-Service Account Manager

You can assign the self-service account manager role to user accounts in Oracle B2B Service.

To assign the self-service account manager role:

  1. Sign into Oracle B2B Service as an administrator or setup user.

  2. Navigate to the Service work area and click Self-Service Users.

  3. From the Self-Service Users list, select the user you want to modify.

  4. In the User Administration section, select the following role:

    • Account Manager

  5. Click Save.

    A dialog appears, confirming the role modification.

Set Up Customer Accounts

Create a Custom Account Key Field

Use this topic to create a custom Account Key field for Digital Customer Service. End user customers are required to have a known account key. Users must also specify an appropriate Account Key when they register for a self-service user account.

Multiple tasks must be completed to create a customer Account Key field for Digital Customer Service. To create a customer Account Key field for Digital Customer Service, complete these tasks in the order that they appear in this topic:

  1. Add the Account Key to the Account Object

  2. Add the Account Key to Pages

  3. Populate the Account Key for Existing Accounts

  4. Publish the Sandbox

  5. Set a Profile Attribute for the Account Key

Add the Account Key to the Account Object

To add a custom field for the Account Key to the Account object, you will need to use the Application Composer in Oracle B2B Service.

To add the Account Key to the Account Object:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. Create a sandbox for adding the Account Key field:

    1. Click Navigator > Configuration > Sandboxes.

    2. Click the + icon (New) to create the new sandbox.

      The Create Sandbox dialog appear.

    3. Enter a name in the Sandbox Name field.

    4. Click Save and Close.

      A confirmation dialog appears.

    5. In the Manage Sandboxes list, click the line item with the sandbox name that you specified in step c.

    6. Click Set as Active.

  3. Navigate to the Application Composer.

  4. Expand Objects, then Standard Objects, then Account, and then click Fields.

    The Select Field Type page appears.

  5. Click the Action menu, and select Create.

    The Select Field Type dialog appears.

  6. Click the Text option, then click OK.

    The Create Text Field page appears.

  7. Specify the following for the Account Key text field options:

    • In the Display Label field, enter the following string:

      Account Key

    • The Name field will be pre-populated based on the name that you entered for the Display Label, without any spaces.

    • The API Name field will be pre-populated based on the name that you entered for the Display Label, without any spaces, and typically with the following suffix:

      _c

      Tip:

      You will need to note the value assigned to the API Name field, because it will be assigned to the SVC_CSS_ACCT_KEY_FIELD profile option in the Set a Profile Attribute for the Account Key task, later in this topic.

    • In the Display Type option, click the Simple Text Box option.

    • Deselect the Required option in the Constraints section.

    • Select the Updatable option in the Constraints section.

    • Select the Searchable option in the Constraints section.

    • Select the Include in Service Payload option in the Constraints section.

  8. Click Save and Close.

Add the Account Key to Pages

In this task, you will add the custom Account Key filed that you created in the previous task to the necessary pages in the Oracle B2B Service Application Composer.

To add the Account Key to Pages:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. Navigate to the Application Composer.

  3. Expand Objects, then Standard Objects, then Account, and then click Pages.

    The Account: Pages page appears.

  4. In the Creation Page Layouts section, select a layout to base your page on, such as Standard layout.

  5. In the Creation Page Layouts section, click the Actions menu, and select Duplicate.

    The Duplicate Layout dialog appears.

  6. Enter a name in the New Layout Name.

  7. Click Save and Edit.

  8. Click the Pencil icon (Edit) next to FUSE Customer ObjectCreation View.

  9. The Creation Layout page appears.

  10. From the Available Fields column, click the AccountKey field that you created in the previous task, then click the arrow to move it to the Selected Fields column.

  11. Click Save and Close.

  12. Click the AccountKey hyperlink, then set the following options on the Edit UI Properties dialog:

    • Set Required to No.

    • Set Updatable to Yes.

    • Set Hidden to No.

  13. Click Save and Close.

  14. Click Done.

  15. In the Details Page Layouts section, click the Actions menu, and select Duplicate.

    The Duplicate Layout dialog appears.

  16. Enter a name in the New Layout Name.

  17. Click Save and Edit.

  18. In the Subtabs Region, click the Profile subtab.

  19. Click the Pencil icon (Edit) next to SummaryEdit Summary Subtab.

    The Details Layout Edit Summary page appears.

  20. From the Available Fields column, click the Account Key field that you created in the previous task, then click the arrow to move it to the Selected Fields column.

  21. Click Save and Close.

  22. Click the Account Key hyperlink.

    The Edit UI Properties dialog appears.

  23. Set Required to Expression, then click the xyz next to the Required field.

    The Advanced Expression dialog appears.

  24. In the Edit Script text box, add the following expression:

    if (SalesProfileType == "ZCA_CUSTOMER") {return true} else {return false}
    Note: This makes the Account Key required if the Account Type is Customer. Self-service registration only works for Customer accounts.
  25. Click OK.

  26. Set Updatable to Yes.

  27. Set Hidden to Expression, then click the xyz next to the Required field.

    The Advanced Expression dialog appears.

  28. In the Edit Script text box, add the following expression:

    if (SalesProfileType != "ZCA_CUSTOMER") {return true} else {return false}
    Note: This hides the field if it's not a Customer account type.
  29. Click OK.

  30. Click Save and Close.

Populate the Account Key for Existing Accounts

If you already have existing Customer accounts, you will need to edit the accounts, and add the required Account Key field.

Note: Make sure to assign unique values to each account.

To add the Account Key to existing Customer account:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. Navigate to Accounts.

  3. Search for, then click on the account.

    The Edit Account dialog appears.

  4. In the Account Key field, enter a value that uniquely identifies the Customer account.

  5. Click Save and Close.

  6. Repeat steps 3-5 for all previously existing Customer accounts.

Publish the Sandbox

To ensure that the configuration that you applied in the previous tasks takes effect, you must now publish the sandbox.

To publish the sandbox:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. Click Navigator > Configuration > Sandboxes.

  3. Select the name of the sandbox created in step 2 of the Add the Account Key to the Account Object task.

    The Sandbox Details dialog appears.

  4. Click Publish.

Set a Profile Attribute for the Account Key

The account key is used to uniquely identify an account, and is determined by the value assigned to the SVC_CSS_ACCT_KEY_FIELD profile option.

By default, the SVC_CSS_ACCT_KEY_FIELD profile option is set to the organizationName field, which appears as Name of the Account in the Oracle B2B Service User Interface for account management. You must create an attribute to be the account key: the default account key of organizationName isn't secure because it can be easily guessed.

You must set the SVC_CSS_ACCT_KEY_FIELD profile option to the API Name field of the Account Key created in step 7 of the Add the Account Key to the Account Object task in this topic.

For more information about configuring profile options, refer to Configuring Profile Options in the Related Topics.

Create a Customer Account in Oracle B2B Service

To set up a customer account in Oracle B2B Service:

  1. Sign in to Oracle B2B Service.

  2. Navigate to the Service work area and click Accounts.

  3. Click Create Account.

  4. Enter the Name.

  5. Select Customer from the Type menu.

  6. Specify the account key in the appropriate field.

    Note: The field in which you enter the account key depends on the value assigned to the SVC_CSS_ACCT_KEY_FIELD profile option. The account key should be specified in the attribute that you defined for the account key.
  7. Click Save and Close.

End User Self-Registration User Account Creation

The Oracle Digital Customer Service Reference Implementation has sample pages that provide the ability for an end user to self-identify and register within the application.

The end user needs the account key to register successfully.

Manage Registration Requests

Registration requests are sent to Oracle B2B Service for users intending to use Digital Customer Service features. Administrators must then determine whether the request should be approved or rejected in the Service work area. This topic explains how to accept and reject registration requests in Oracle B2B Service.

Approve Registration Requests

This topic describes how to approve registration requests in Oracle B2B Service.

To approve registration requests:

  1. Sign in as a user with a role that includes the Customer Self-Service Administrator duty role.

  2. Navigate to the Service work area and click Registration Requests.

    The Self-Service Registrations screen is displayed. By default, a list of pending self-service registrations is displayed.

  3. Click the Actions list, then select Approve .

  4. Select one or more pending registration requests that you want to approve.

  5. Click the Approve (# Selected) button.

    Note: The number sign (#) represents the number of registration requests selected.

    The Requests to Be Approved dialog box appears.

  6. (Optional) In the Reason for Approving text box, enter a reason.

  7. Click the Approve button.

    A message appears, confirming the number of approved registration requests. The approved requests no longer appear in the pending list.

    Note: When a user registration request is approved, a welcome email is sent to the user with a password reset link.

Reject Registration Requests

This topic describes how to reject registration requests in Oracle B2B Service.

To reject registration requests:

  1. Sign in as a user with a role that includes the Customer Self-Service Administrator duty role.

  2. Navigate to the Service work area and click Registration Requests.

    The Self-Service Registrations screen is displayed. By default, a list of pending self-service registrations is displayed.

  3. Click the Actions list, then select Reject .

  4. Select one or more pending registration requests.

  5. Click the Reject (# Selected) button.

    Note: The number sign (#) represents the number of registration requests that you have selected.

    The Requests to Be Rejected dialog box appears.

  6. (Optional) In the Reason for Rejecting text box, enter a reason.

  7. Click the Reject button.

    A message appears, confirming the number of rejected registration requests. The rejected requests no longer appear in the pending list.

Manage Self-Service Users

Users can be granted different roles. By default, when a registration request is approved for a user, they are granted the User role. However, administrators can grant or remove roles, depending on the user's intended responsibilities.

Note: The first user to be approved for a customer account is automatically granted the Account Administrator role. There must always be one user with the Account Administrator role for an account.

Use this topic to add and remove roles for self-service users in Oracle B2B Service. For more information about self-service user roles, see About Digital Customer Service Roles.

To manage self-service roles for an account:

  1. Sign in as a user with the Customer Self-Service Administrator role.

  2. Navigate to the Service work area and click Self-Service Users.

  3. From the Self-Service Users list, select the user you want to modify.

  4. In the User Administration section, select or deselect one or more of the following roles:

    • User

    • Account Manager

    • Account Administrator

    Note: Removing the User role causes the removal of all privileges. The only way to restore the privileges is to submit a new registration request. You cannot delete the User role for the last Account Administrator because each account must have at least one administrator.
  5. Click Save.

    A dialog appears, confirming the role modifications.

Import Self-Service Users

This topic shows you how to import self-service users for use with your Digital Customer Service application.

The primary use case for using import is when you're migrating from one service implementation solution to Oracle Digital Customer Service. In this use case, you will likely have some existing reference identifiers on the originating service implementation solution that you want to retain. In this case, using the following fields might help: AccountPartyOrigSys, AccountPartyOrigSysRef, ContactOrigSys, ContactOrigSysRef. Additionally, there is a primary key for the data set being imported. The value of the primary key column is automatically generated in the Oracle Fusion Applications data model. Oracle Fusion Applications automatically assigns values for Contact Party Id and Account Party Id. Account Party Number must be unique, and is assigned by Oracle Fusion Applications if it's not already specified. For more information on importing, refer to the Related Topics.

Another use case for using import is to bulk import and create self-service users from a text file. You might want to do this in a situation where you have a new customer account, and are being supplied with the list of authorized users.

Here is a high level overview of what you will be doing when importing self-service users:

  • Creating contacts

  • Assigning self-service roles and associating them with customer accounts

  • Downloading the Self-Service Roles template.

  • Preparing the Import file, then importing the users.

  • Sending pending LDAP requests.

  • Synchronizing the user accounts and their roles with Oracle Identity Cloud Service

Note: When using the import process for creating self-service users, there is no additional approval step required.

Create Contacts

Your first step is to create the contacts. To do this, follow the instructions in the Import Your Contact Data task in the Related Topics list. This may also require you do the Import Your Account Data task, which is also in the Related Topics list, if you have not already done that yet.

Assign Self-Service Roles and Associate them with Customer Accounts

The next step is assigning and associating the self-service roles with customer accounts. Refer to the Manage Self Service Users topic in this guide.

Download the Self-Service Roles Template

This section describes how to download the self-service roles template.

The self-service roles template contains the following fields:

  • AccountPartyId

  • AccountPartyNumber

  • AccountPartyOrigSys

  • AccountPartyOrigSysRef

  • ActionCode

  • ContactOrigSys

  • ContactOrigSysRef

  • ContactPartyId

  • ContactPartyNumber

  • DeleteFlag

  • EndDate

  • ErrorMessage

  • JobDefinitionName

  • JobDefinitionPackage

  • LoginId

  • RegistrationId

  • RelationshipTypeCd

  • RoleId

  • StartDate

To download the self-service roles template file:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. In the Setup and Maintenance work area, click the Task menu, and select Search.

  3. Search for the following task:

    Manage File Import Objects

  4. Click Manage File Import Objects from the search results.

  5. Enter the following string in the text box at the header of the Code column:

    ORA_SVC_CSS_ROLES

  6. Click the Enter key.

  7. Click the ORA_SVC_CSS_ROLES row in the Manage File Import Objects list.

  8. Click Download Template.

  9. Click Save File, then OK.

  10. Specify a download location for the template file, then select Save.

  11. When the download completes, click Done.

    The ORA_SVC_CSS_ROLES_Template.zip is downloaded.

Prepare the Import File

This section describes how to prepare the import file for importing self-service users. For more information about file-based data import, refer to Understanding File-Based Data Import and Export in the Related Topics.

To prepare the import file:

  1. Locate, and open the ORA_SVC_CSS_ROLES_Template.zip file that you saved in the Downloading the Self-Service Roles Template topic.

  2. Extract the SVC_SELF_SERVICE_ROLES.csv file.

  3. Open the SVC_SELF_SERVICE_ROLES.csv file.

    Note: The SVC_SELF_SERVICE_ROLES.csv file contains many fields that aren't required. The following fields are mandatory: AccountPartyId or AccountPartyNumber, ContactPartyId or ContactPartyNumber, LoginId, RelationshipTypeCd. You can remove any of the unused fields from the first row of the file.
  4. For each self-service user you plan to import, enter the following data in a dedicated row:

    1. Enter the account information relating to the self-service user in the AccountPartyId or AccountPartyNumber column.

      Tip: To quickly locate the values for AccountPartyId or AccountPartyNumber using REST API, run the following command as an administrator:
      GET <Oracle-Fusion-Application-Host>/crmRestApi/resources/11.13.18.05/accounts/
    2. Enter the contact information relating to the self-service user in the ContactPartyId or ContactPartyNumber column.

      Note: When importing the Contacts, it's possible to provide a unique identifier for each contact in the form of the ContactPartyNumber. This must be unique for each user. So you should provide the same unique numbers for ContactPartyNumber for the user in the Contact import file and the Self-Service Roles import file to match them up.
    3. Enter the login ID relating to the self-service user in the LoginId column.

      Note: If the SVC_CSS_IMP_SIGN_IN_ATTR_NAME profile option is set, then the LoginId is optional.
    4. Enter the Digital Customer Service roles to assign to the self-service user in the RelationshipTypeCd column. The following values can be assigned:

      • ORA_CSS_USER. This corresponds to the Digital Customer Service User role.

      • ORA_CSS_ACC_MGR. This corresponds to the Digital Customer Service Account Manager role.

      • ORA_CSS_ACC_ADMIN. This corresponds to the Digital Customer Service Account Administrator role.

      Note: Multiple roles can be assigned to a user and must be concatenated with the following character: &. For example:

      ORA_CSS_USER&ORA_CSS_ACC_ADMIN

  5. Repeat step 4, on a dedicated row for each additional self-service user you want to import.

    Note: For each AccountPartyId or AccountPartyNumber, at least one user in the import file must have the ORA_CSS_ACC_ADMIN role assigned.
  6. Save the SVC_SELF_SERVICE_ROLES.csv file.

  7. Include the SVC_SELF_SERVICE_ROLES.csv in a new SVC_SELF_SERVICE_ROLES.zip archive, and save it.

    Tip: When using a Mac, you must the zip utility in terminal to create the SVC_SELF_SERVICE_ROLES.zip file.

Consider the following sample data in the SVC_SELF_SERVICE_ROLES.csv file:

Example 1

AccountPartyId,ContactPartyId,RelationshipTypeCd
300100110957452,300100156316610,ORA_CSS_User & ORA_CSS_ACC_ADMIN

Example 2

AccountPartyNumber,ContactPartyNumber,RelationshipTypeCd 
CDRM_67617,CDRM_743628,ORA_CSS_USER 
CDRM_67617,CDRM_743711,ORA_CSS_USER&ORA_CSS_ACC_ADMIN 
CDRM_67617,CDRM_743651,ORA_CSS_USER&ORA_CSS_ACC_MGR

Example 3

AccountPartyNum,ContactPartyNum,LoginId,RelationshipTypeCd 
CDRM_67617,CDRM_743628,Mary.Smith,ORA_CSS_USER 
CDRM_67617,CDRM_743711,John.Rogers,ORA_CSS_USER&ORA_CSS_ACC_ADMIN 
CDRM_67617,CDRM_743651,Pat.Williams,ORA_CSS_USER&ORA_CSS_ACC_MGR

Import the Self-Service Users

Before proceeding with the instructions in this section, you must have completed the steps in the previous sections:

  • Downloading the Self-Service Roles Template

  • Preparing the Import File

Note: If you're importing a user with multiple accounts, you must set ZBS_TI_RETRY_ATTEMPTS profile option to 1 before beginning the import.

To import the self-service users:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. In the Setup and Maintenance work area, click the Task menu, and select Search.

  3. Search for the following task:

    Manage File Import Activities

  4. Click Manage File Import Activities from the search results.

  5. Click the + button (Create).

    The Create Import Activity: Enter Import Options screen is displayed.

  6. Enter a name in the Name field.

  7. From the Object list, select Self-service roles.

  8. In the Source File section, select the Desktop option for Upload From .

  9. Click Browse, to locate and specify the SVC_SELF_SERVICE_ROLES.zip file that you created in step 7 of the Create the Import File section.

  10. Click Next.

    The Create Import Activity: Map Field screen is displayed.

  11. Verify the mappings are as expected. If necessary, make your corrections.

  12. Click Next.

    The Create Import Activity: Create Schedule screen is displayed.

  13. From the Schedule list, select Immediate.

  14. Click Next.

    The Create Import Activity: Review and Activate screen appears.

  15. Review the import details, the click Activate.

    Your import job is listed in the Manage Import Activities list. The Status value of your job will change multiple times during processing, until it's Completed or Completed with Errors.

    Note:
  16. (Optional) Review errors. If the Status value is Completed with Errors, some users might not have been imported. Follow these steps to review the errors:

    1. Click the Completed with Errors link to view the error details.

    2. On the View Import Status: Support_Self-Service-User_Import screen, click the Diagnostics tab in the Diagnostics and Logging section.

    3. Click the Generate button to generate the zip file.

    4. Download the zip file, to review the diagnostic messages .

For more information about importing users, refer to Importing Users Overview in the Related Topics.

Send Pending LDAP Requests

Perform this task after successfully importing the self-service user roles.

With the import of the self-service roles to associate with the contact records, the final step to enable a self-service user account is to create the user account in the Oracle B2B Service identity management system. This is in turn synchronized with Oracle Identity Cloud Service, allowing users to sign in. To create the user account in the Oracle B2B Service identity management system, the Send Pending LDAP Requests job needs to be run.

To send the pending LDAP requests:

  1. Sign in to Oracle B2B Service as an administrator or a setup user.

  2. Navigate to the Scheduled Processes work area.

  3. Click Schedule New Process.

    The Schedule New Process dialog box appears.

  4. Select the Job option.

  5. Click the Name menu, then select Search.

  6. Enter the following string in the Name text box, then click Search:

    Send Pending LDAP Requests

  7. Click Send Pending LDAP Requests, then click OK.

  8. Click OK on the Schedule New Process dialog box.

    The Process Details dialog box appears.

  9. Click Submit.

    A Confirmation dialog is displayed.

  10. Click OK.

    Monitor the job. When it's complete, the newly imported self-service users are created in LDAP.

Synchronize Users and Roles with Oracle Identity Cloud Service

After completing this task, the user accounts need to be synced to Oracle Identity Cloud Service. You can do this immediately by invoking the Import from the entry in Oracle Identity Cloud Service, or by waiting for the synchronization process to run, if a synchronization schedule has been configured. For more information, refer to the Enable and Perform a User Synchronization topic in the Related Topics.