Manage Roles and Users

Using duty roles and job roles, you can view and manage contact, customer, account, and service request data in the CX for Utilities solutions. When deploying the solutions, you have access to predefined security privileges and roles.

Utilities Customer Service Administrator, Utilities Customer Service Manager, and Utilities Customer Service Representative are predefined job roles of CX for Utilities Agent Service. Utilities Key Account Administrator, Utilities Key Account Manager for Sales, Utilities Key Account Manager for Service, Utilities Key Account Supervisor for Sales, and Utilities Key Account Supervisor for Service are predefined job roles of CX for Utilities Sales. A mapping of the job hierarchy and what permissions each utility role has access to is outlined in the following sections.

This section also discusses how those predefined roles and privileges are defined and made available to the utility's agents and key account managers. For details on Oracle Fusion security and how to create new roles with specific privileges for users, see Securing Sales and Fusion Service in the Fusion Service library in the Oracle Help Center.

Role-Based Security

In addition to the roles that are delivered with the solution, you can also create custom roles and users. Before creating custom roles, you should have a complete understanding of Oracle's role-based security.

For more information, see Understand Role-Based Access Control in the Fusion Service library in the Oracle Help Center.

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