About Security Roles

Many job roles and duty roles are predefined . The following table lists the main predefined job roles specific to Case Management.

For a more complete list of job roles, see the Security Reference for Fusion Sales and Service guides on Help Center.

Job Role	Description
Case Manager	A case manager is a senior case worker with supervisory responsibilities. The case manager is responsible for identifying the best approach to difficult cases that require approvals or significant discretion. For example, where there have been overpayments to a benefit recipient that need to be covered, or where there are unusual case circumstances. The case manager is also responsible for coordinating care and benefits with external providers, such as foster care.
Case Worker	A case worker is responsible for day-to-day help for an individual, family, or group. Cases (which might be applications for benefits, reports of welfare issues or abuse, or other matters to investigate) are allocated to case workers, who are responsible for assessing the requirements of each case, identifying government programs or other resources (for example, community groups) which can help, and following up to track progress and suggest other plans if required. Some government programs require case workers to work in the field. For example, finding people who require help such as the homeless, visiting less mobile members of the community such as elderly, and assessing benefit applicants and recipients living environments.

In addition to the job roles, the following table lists the duty roles specific to the Service offering.

Duty Role	Description
Case Execution	Helps clients who are applying for benefits, opens cases and manages all tasks related to the case, processes clients applications, evaluate clients needs for benefits, counsels benefits recipients, performs assessments of clients strengths and needs to develop benefit plans, performs follow-up with clients to ensure they're working on their tasks.
Case Supervision	Supervises and manages caseworkers, helps caseworkers with any complex issues, handles case approvals and escalations, coordinates care and benefits with external service providers, assigns, or reassigns cases to caseworkers, conducts evaluations of benefits programs and provides feedback.

Resource Roles and Provisioning Rules for Service

Oracle provides resource roles for the Service offering which are used to provision the standard service job roles. Oracle also provides the role provisioning rules for these resource roles so that service users are automatically assigned the job and abstract roles they need.

These are the service role provisioning rules provided by Oracle, the condition that triggers the provisioning, and the job and abstract roles each rule provisions.

Provisioning Rule Name	Condition	Job or Abstract Roles Provisioned
Service Vice President	HR Assignment is Active Resource Role is Service Vice President	Customer Service Manager Resource
Service Administrator	HR Assignment is Active Resource Role is Service Administrator	Customer Relationship Management Application Administrator Resource
Service Manager	HR Assignment is Active Resource Role is Service Manager	Customer Service Manager Resource
Service Representative	HR Assignment is Active Resource Role is Service Representative	Customer Service Representative Resource

Note:

If you didn't use the Create Company Information quick setup task to set up your company information, then the predefined role provisioning rules aren't created; you must create the provisioning rules yourself. For information about creating provisioning rules, see the topic Create Rules to Automatically Provision Job Roles to Sales Users.