User personas

You can create Digital Customer Service users in IDCS, and grant different roles to them. You can then map these users to records in Fusion Service to assign Data Privileges to them. Here are the user personas used in Digital Customer Service:

Customer Self-Service User: This role grants the following privileges:

• View and edit service requests created by the user.

• Create service requests.

• View and update work orders on which the user is the contact.

• View interactions on which the user is the primary contact.

Customer Self-Service Account Manager: This role grants the following privileges:

• View and edit all service requests.
• View and edit all work orders for a specific customer account.
• Create service requests.

Customer Self-Service Account Administrator: This role grants the following privileges:

• View and approve registration requests in the customer account for which they're the Account Administrator.
• Assign and remove the Account Administrator and Account Manager roles.