1. Implementing Digital Customer Service
  2. How do I set up Digital Customer Service self-service registration?

How do I set up Digital Customer Service self-service registration?

There are two types of Self-Service registration requests, Fusion and B2C.

  • You allow Fusion requests by setting the value of the SVC_CSS_ALLOW_CONTACT profile option to TRUE.

  • You allow B2C requests by setting the SVC_CSS_ALLOW_CONSUMER profile option to TRUE.

The following users can submit self-service registration requests::

  • Anonymous Users

  • User with Customer Self-Service Administration duty role

  • User authenticated by IDCS through the Proxy User Data Service

Here's how the self-service registration request works:

First, the registration request is validated. If no errors are found, the status of the request is set to ORA_CSS_PENDING. If the value of profile option (either SVC_CSS_ALLOW_CONTACT for Fusion, or SVC_CSS_ALLOW_CONSUMER for B2C) is set to TRUE then the process continues.

If the profile option is set to FALSE, then the request must be manually initiated by a user with either the Customer Self-Service Account Administrator job role or Customer Self-Service Account Administration duty role. The name of the profile option is SVC_CSS_SELF_REG_AUTO_APPROVE for Fusion requests and ORA_SVC_CSS_SELF_REG_B2C_AUTO_APPROVE for B2C requests.

Here's the expected result:

  • The user account in IDCS with the Customer Self-Service User job role (or job role given by profile option SVC_CSS_USER_ROLE_COMMON_NAME) will be present.

  • The contact in Fusion Service, stamped with the GUID of the user account in IDCS.

  • The contact is given the Self-Service User role.

  • If the request was of the Fusion type:

    • A relationship between the business account and the contact is indicated.

    • If the user is the first user of a business account the user is given the Customer Self-Service Account Administrator job role (or a job role given by the SVC_CSS_ACCT_ADMIN_ROLE_COMMON_NAME profile option).

The primary attributes that influence the Self-Service registration are:

  • Request Type Code (RequestTypeCd). If this attribute is absent in the request payload or if the value of this attribute is ORA_CSS_REQ_TYPE_CONTACT then its a Fusion request. If the value of this attribute is ORA_CSS_REQ_TYPE_CONSUMER then it's a B2C request.

  • Account Key (AccountKey). For Fusion requests, this attribute is expected to identify a unique business account. The profile option SVC_CSS_ACCT_KEY_FIELD determines the attribute of the Account object whose value must be the specified account key value. The default value of this profile option is OrganizationName but it can be set to any attribute of the account object whose value is unique to a single account.

  • Email Address (EmailAddress). This attribute is the default value of the SVC_CSS_REG_FLD_CONTACT profile option and is used to locate an existing contact. You can set this profile option to any attribute on the Self-Service Registration object. The corresponding attribute on the Contact object is located either using auto mapping logic or using the value of the SVC_CSS_REG_CONT_MAP profile option. The email address of the located contact and the email address of the registration request must be the same.

  • Login ID (LoginId). If a value for this attribute isn't specified, the value will be set to the value of the attribute identified by the SVC_CSS_SIGN_IN_ATTR_NAME profile option whose default value is EmailAddress. Login ID is used to locate a user account in the Identity database.

The following table shows the actions taken based on the result of searching for existing contact and user account:

Search Result

Action

Contact doesn't exist but the user account exists.

A contact record is created and the GUID of the user account is stamped on the contact if the user submitting the registration request is authenticated by IDCS or the user submitting the registration request has been given the Associate User With Contact privilege. The Associate User With Contact privilege is given by default only to users with the Customer Self-Service Administration duty role.

Contact exists and the user exists and contact record isn't stamped with the GUID of the user account.

The GUID of the user is stamped on the contact provided the user submitting the registration request is authenticated by IDCS and the email address of the user account is same as that of the registration request or the user submitting the registration request has been given the Associate User With Contact privilege.

Contact exists and the user exists and contact record is stamped with the GUID of the user account.

If this is a Fusion request, the user already has a self-service user role for one account and is granted the self-service role for another account.

Contact exists but user account isn't found.

A user account is created and the contact is stamped with the GUID of the user account.

Neither a contact nor a user account is found

The records are created and the contact record is stamped with GUID of the user account.

After the contact record is created, the attributes of the Self-Service Registration object are copied over to the Contact object. If the name of an attribute of the SelfRegistration object (ignoring _c) is same as that of the Contact object then the value of that attribute is copied over. If the names aren't the same then the SVC_CSS_REG_CONT_MAP profile option can be used to map an attribute of the SelfRegistration object to an attribute of the Contact object.