Create a Role Provisioning Rule for Customer Service Representatives

Here's how you can create the provisioning rule which automatically provisions users assigned the "Knowledge Management Customer Service Representative Job" with the job roles required to perform their tasks.

To create the provisioning rule:

1. Sign in as the setup user.
2. Click the profile icon, and then click Setup and Maintenance.
3. From the Setup drop-down list, select the Service offering.
4. Under Functional Areas, click Users and Security.
5. From the Show drop-down list, select All Tasks.

6. Click the Manage HCM Role Provisioning Rules task.

   The Role Mapping page appears.

7. Click the + button to create the provisioning rule.

   The Create Role Mapping page appears.

8. In the Mapping Name field, provide a name for the role mapping. For example, Customer Service Representative Mapping.
9. In the Conditions region, from the Job drop-down list, click Search. Search and select the job name you created earlier. For example, Knowledge Management Customer Service Representative Job.
10. In the Associated Roles region, add the following job roles:
    • Customer Service Representative (Role Code: ORA_SVC_CUSTOMER_SERVICE_REPRESENTATIVE_JOB)
    • Resource (Role Code: ORA_HZ_RESOURCE_ABSTRACT)
    • Knowledge Customer Service Representative Role (KM_CSR_Role). This is the custom customer service representative role you created earlier to provide additional duties and privileges.
    Note: You need to add each of these job roles individually. To add a job role:

    1. Click +.

       A new row with a blank field for Role Name appears.

    2. Type the name of the job role in the blank field.

       A list of job roles appears.

    3. Select the required job role.
11. Once you have added all the job roles, click Save and Close.