Understand Predefined Duty and Job Roles

Using duty roles and job roles, you have the ability to view and manage subscription accounts, billing care, and order care, data in the Care Experience application. When deploying the application, you have access to predefined security privileges and roles.

Customer relationship management application administrator, customer service manager, and customer service representative are predefined job roles of the Oracle CX Sales and Fusion Service applications. They are assigned several duty roles and privileges related to the capabilities of these cross-industry applications. The job roles predefined here are a super set of those cross-industry roles.

This section provides an overview on how those predefined roles and privileges are defined and made available to the application administrators, service representatives, and service managers. For details on Oracle Fusion security and how to create new roles with specific privileges for users, see Securing Applications guide and Securing Sales and Service guide.

Predefined Privileges for Subscription Accounts

Here are the predefined functional privileges:

• Create, delete, manage, update, and view subscription accounts.

• Create, delete, and view subscription account billing profiles.

• Create, delete, and view subscription account management roles.

• Create, delete, and view subscription account relationships.

Predefined Privileges for Billing Care

Here are the functional privileges:

• View bills and generate bill on demand.

• View unbilled usage.

• View, take, allocate, and reverse payment.

• Issue refund.

• View, create, edit, delete, submit, request approval and submission, and approve adjustment request.

• View, add, and remove adjustment request events.

• View account receivable charges.

• View, create, and edit bill disputes.

• View customer dashboard.

Predefined Privileges for Order Care

Here are the functional privileges:

• View, cancel, pause, and create follow-on orders.

• View order activity.

• Create order revision.

• View order dashboard.

Predefined Duty Roles for Subscription Accounts and Subscription Care

Here are the duty roles predefined for subscription accounts:

Duty Role	Description	Privileges
Subscription Account Viewer	The duty role of subscription account viewer is assigned to an analyst or a support user who need access to data for developing reports or for assisting a service or sales agent. This duty role provides the ability to view data and not modify it.	View subscription accounts, subscription accounts billing profiles, subscription accounts relationships, and subscription accounts management roles. Search and view customer account site. View customer account and customer account site use. View trading community common setup. View trading community organization relationship.
Subscription Account Management	The duty role of subscription account management is assigned to a service or a sales agent who interacts with customers and prospects and can view, update, and create customer-related records and data. This duty role doesn't provide the ability to delete records because deletion can impact multiple users or company processes.	The subscription account management role includes all the privileges of subscription account viewer. Here's the list of additional privileges: Enter customer accounts. Add, update, and remove customer account site use. Create, move, and remove customer account site. Create and update subscription accounts. Create subscription account billing profiles. Create and delete subscription account relationships. Create subscription account management role.
Subscription Account Administration	The duty role of subscription account administration is assigned to a data steward or an application administrator who must clean data or fix specific data-related issues. This role provides broad privileges apart from the record and data deletion and update abilities. Only a few users with deep application knowledge and specific level of responsibility and accountability are assigned to this role.	The subscription account administration role includes all the privileges of subscription account management. Here's the list of additional privileges: Remove customer accounts. Remove and update trading community organization relationship. Delete subscription account. Delete subscription account billing profile. Delete subscription account management role.

Predefined Duty Roles for Subscription Care

Here are the duty roles predefined for subscription care:

Duty Role	Description	Privileges
Subscription Care Management	Can view and read customer subscription data. Can perform all agent subscription care actions such as: View possible actions on subscriptions Suspend, resume, and cancel subscriptions	View possible actions on subscriptions Suspend active subscriptions Cancel active and suspended subscriptions Resume suspended subscriptions

Predefined Duty Roles for Billing Management

Here are the duty roles predefined for billing management:

Duty Role	Description	Privileges
Billing Care Viewing	The duty role of billing care viewing is assigned to an analyst or support users who require access to billing care data for developing reports or for assisting a service agent. This duty role enables data viewing without the ability to create or modify the data.	View customer dashboard. View bills, bill dispute, and unbilled usage. View payments. View account receivable charges. View adjustment request and adjustment request events. View assets.
Billing Care Management	The duty role of billing care management is assigned to a customer service representative who interacts with customers and can view, update, and create customer-related billing records and address customer billing inquiries. This role enables the agent to take and allocate payment, issue refund, bill on demand, create and submit billing adjustment requests, and raise billing disputes. This role doesn't include the approval of adjustment requests that require manager approval.	The billing care management role includes all the privileges of billing care viewing. Here's the list of additional privileges: Create, edit, and submit adjustment request. Add and remove adjustment request event. Request adjustment request approval and submission. Take, reverse, and allocate payment. Bill on demand. Issue refund. Create and edit bill dispute.

Predefined Duty Roles for Order Care

Here are the duty roles predefined for order care:

Duty Roles	Description	Privileges
Order Care Viewing	The duty role of order care viewing is assigned to an analyst or support users who require access to order care data for developing reports or for assisting a service agent. This duty role enables data viewing without the ability to create or modify the data.	View orders View order activities View order orchestration View order dashboard
Order Care Management	The duty role of billing care management is assigned to a customer service representative who interacts with customers and needs cancel, revise, and pause orders and also create follow-on orders for in-flight orders.	The order care management role includes all the privileges of order care viewing. Here's the list of additional privileges: Cancel order Pause orders Create order revision Create follow-on orders

Predefined Job Roles

Here are the job roles that are predefined and assigned child job roles, duty roles, and job-specific privileges:

• Communications Customer Relationship Management Application Administrator

  • Child Job Roles: Customer Relationship Management Application Administrator

  • Duty Roles: Billing Care Management and Subscription Account Administration

  • Job-Specific Privileges: Approve adjustment request and delete adjustment request.

• Communications Customer Service Manager

  • Child Job Roles: Customer Service Manager

  • Duty Roles: Billing Care Management and Subscription Account Management

  • Job-Specific Privileges: Approve adjustment request.

• Communications Customer Service Representative

  • Child Job Roles: Customer Service Representative

  • Duty Roles: Billing Care Management and Subscription Account Management

  • Job-Specific Privileges: None