Create and Manage Utilities Users

After you have completed the user synchronization process, you might need to create additional users or manage existing user information. This topic explains how you can create new utility system users after the user synchronization process is complete. This includes utility customer service agents and their managers, key account managers and their supervisors, and administrators, as well as users who will need access to Oracle Utilities customer information system, but not need access to any Oracle Fusion system, including Customer Experience for Utilities solutions.

When you create a new utility user, you log in to the Oracle Fusion application URL. You can create administrative users and application end users. Use the following references for additional information on creating users:

• For instructions on creating administrative (setup) users, see "Setup Users" in the Implementing Sales Guide, available in the Oracle Sales library.

• For instructions on creating end users, see "Users and Security" in the Implementing Sales Guide, available in the Oracle Sales library.

After you create the user, you will assign them to the appropriate job role.

CX for Utilities Agent Service uses the following predefined roles:

• ORA_UER_UTILITIES_CUSTOMER_SERVICE_MANAGER

• ORA_UER_UTILITIES_CUSTOMER_SERVICE_REPRESENTATIVE

• ORA_UER_UTILITIES_CUSTOMER_SERVICE_ADMINISTRATOR

• ORA_UER_UTILITIES_CUSTOMER_SERVICE_USER_SYNCHRONIZATION (Use this role for Customer Cloud Service users who do not need access to Fusion applications or CX for Utilities Agent Service.)

• Any custom roles that have been created for use with CX for Utilities Agent Service.

CX for Utilities Sales uses the following predefined roles:

• ORA_UER_UTILITIES_KEY_ACCOUNT_ADMINISTRATOR

• ORA_UER_UTILITIES_KEY_ACCOUNT_MANAGER_FOR_SALES

• ORA_UER_UTILITIES_KEY_ACCOUNT_MANAGER_FOR_SERVICE

• ORA_UER_UTILITIES_KEY_ACCOUNT_SUPERVISOR_FOR_SALES

• ORA_UER_UTILITIES_KEY_ACCOUNT_SUPERVISOR_FOR_SERVICE

• Any custom role you have created for use with CX for Utilities Sales

Once your users are created, you must also be aware of how to manage them. For specific instructions and additional information about creating and managing users in Oracle Fusion, see the guides that are available in the Security section of the Oracle Fusion Service Help Center.

This table lists the information you need to be aware of when managing users:

Task	Utility-Specific Details
Create users that will use or administer CX for Utilities Agent Service.	Create the user in Oracle Fusion applications using one or more of these roles: ORA_UER_UTILITIES_CUSTOMER_SERVICE_MANAGER ORA_UER_UTILITIES_CUSTOMER_SERVICE_REPRESENTATIVE ORA_UER_UTILITIES_CUSTOMER_SERVICE_ADMINISTRATOR Any custom roles that have been created for use with CX for Utilities Agent Service. Wait for the user to be synchronized from Fusion applications to the CX Industry Framework and Customer Cloud Service identity domains. This occurs using the frequency you defined during the user synchronization setup process.
Create users that will use or administer CX for Utilities Sales.	Create the user in Oracle Fusion applications using one or more of these roles: ORA_UER_UTILITIES_KEY_ACCOUNT_ADMINISTRATOR ORA_UER_UTILITIES_KEY_ACCOUNT_MANAGER_FOR_SALES ORA_UER_UTILITIES_KEY_ACCOUNT_MANAGER_FOR_SERVICE ORA_UER_UTILITIES_KEY_ACCOUNT_SUPERVISOR_FOR_SALES ORA_UER_UTILITIES_KEY_ACCOUNT_SUPERVISOR_FOR_SERVICE Any custom roles that have been created for use with CX for Utilities Sales. Wait for the user to be synchronized from Fusion applications to the CX Industry Framework and Oracle Utilities identity domains. This occurs using the frequency you defined during the user synchronization setup process.
Create users that need access to your Oracle Utilities system but do not need access to any Oracle Fusion applications, including CX for Utilities systems.	Create the user in Oracle Fusion applications using this role: ORA_UER_UTILITIES_CUSTOMER_SERVICE_USER_SYNCHRONIZATION Wait for the user to be synchronized from Fusion applications to the CX Industry Framework and Oracle Utilities identity domains. This occurs using the frequency you defined during the user synchronization setup process.
Create users who need access to Fusion applications but do not need access to CX for Utilities Agent Service, CX for Utilities Sales, or your Oracle Utilities system.	Create the user in Oracle Fusion applications using a Fusion applications role. Wait for the user to be synchronized from Fusion applications to the CX Industry Framework and Oracle Utilities identity domains. This occurs using the frequency you defined during the user synchronization setup process.
Updating user information for all users.	All updates to user information, whether completed by a system administrator or by self-service processes, should be done in Fusion applications.
Deleting a user.	A system administrator deletes the user from the Fusion applications identity domain. Wait for the user to be removed from the related systems, including the CX Industry Framework and Oracle Utilities identity domains. This occurs using the frequency you defined during the user synchronization setup process. To remove the user immediately, perform the removal manually in all related systems.
Remove or change roles for users.	Modify the user in Fusion applications to update all necessary roles. In cases where the role change affects a user’s ability to access Customer Cloud Service, update the role assignment in the CX Industry Framework and Oracle Utilities identity domains.
Deactivate a user.	Deactivate the user in Fusion applications to block the access immediately.
Password and sign on activities such as: Reset user passwords. Manage password policies. Manage account recovery settings. Manage sign-on policies.	These tasks are completed by the system administrator in Fusion applications, and changes take effect immediately.
Manage Multi-Factor Authentication (MFA)	Complete the tasks listed in the Manage Oracle Identity Cloud Service Multi-Factor Authentication Settings in the Administering Oracle Identity Cloud Service Guide.