Manage User-Defined Roles

This chapter explains how you can create users with the required roles and privileges to complete the application setup. This includes granting specific privileges to initial users and other users as well.

Note: After an update, custom roles that you had created, don't automatically get new privileges as part of the update. You must manually add these new privileges to your custom roles. For more information, see Securing CX Sales and Fusion Service. If you copied or cloned roles then you can use the Security Console to compare each default seeded role with your custom role and update your custom role if required. For details, see Securing Applications guide.

Create User-Defined Roles

To create user-defined roles, you must configure the standard roles shipped with Oracle CX Service.

For example, here you create and configure the DX4C Communications Customer Service Representative (user-defined role) and map it to the Communications Customer Service Representative (standard role) to work with the agent care features.

Before you begin, consider these points:

• You're required to create roles as part of the initial setup.

• Ensure that you don't create roles during upgrades or while updating the configuration.

Here's how you create the DX4C Communications Customer Service Representative role.

1. Go to Navigator > Tools > Security Console.

2. In the Roles tab, search and select the Communications Customer Service Representative job role.

3. In Search Result Count, select the drop-down list corresponding to the role name: Communications Customer Service Representative. Click Copy Role.

4. On the Copy Options dialog box, select Copy top role and inherited roles, and click Copy Role.

5. On the Copy Role Communications Customer Service Representative: Basic Information page, enter the following values, and click Next.

   Role Name	Value
   DX4C Communications Customer Service Representative	DX4C_COMMUNICATIONS_CUSTOMER_ SERVICE_REPRESENTATIVE

6. Click the Summary train stop.

7. Click Submit and Close.

8. On the confirmation dialog box, click OK.

9. Use the following table to find the standard role, new role, role code, and privileges.

   Standard Role Name	New Role Name	New Role Code
   Communications Customer Service Manager	DX4C Communications Customer Service Manager	DX4C_COMMUNICATIONS_ CUSTOMER_SERVICE_MANAGER
   Communications Customer Relationship Management Application Administrator	DX4C Communications Customer Relationship Management Application Administrator	DX4C_COMMS_CRM_APPLICATION_ ADMINISTRATOR

Create Users

Here's how you create different users such as agent, manager, and administrator. You must be an administrator to do this task.

1. Go to Navigator > Others > Setup and Maintenance.

2. In the Setup and Maintenance work area, use the Manage Users task.

   • Offering: Service

   • Functional Area: User and Security

3. On the Search Person page, click Create.

4. Specify the following details to create a user.

   1. In the Employment Information section, select the Person Type as Employee, and in the Resource Information section, select Resource Role as Service Representative.

   2. Specify the required details, such as Last Name, Email, Hire Date, Legal Employer, and Business Unit.

5. Click Autoprovision Roles.

6. Click Save and Close.

User	Value
Manager	Service Manager
Administrator	Service Administrator

Associate Job Roles With Users

Once you have created a role, you must associate job roles with this user. You must associate job roles with the following users: Agent, Manager, and Administrator.

1. Go to Navigator > Tools > Security Console.

2. On the Security Console page, go to Administration > Users.

3. Search for the user to whom you want to assign a job role. Select the user account to associate appropriate roles with the user.

4. To associate roles with the user account, click Edit > Add Role.

5. On the Add Role Membership dialog box, search for the appropriate role.

6. Select the role from search results, and click Add Role Membership.

7. On the confirmation dialog box, click OK.

To associate other roles with the user account, repeat the steps 3 to 8. Use the following information.

User	Role to Associate
Agent	DX4C Communications Customer Service Representative
Manager	DX4C Communications Customer Service Manager
Administrator	DX4C Communications Customer Relationship Management Application Administrator