Predefined Privileges and Roles - CX for Utilities Agent Service

These are the predefined functional privileges associated with CX for Utilities Agent Service:

• View utilities agent desktop.

• View utilities call center module.

• Access customer list on home page.

• Access knowledge management on home page.

• View my day work queue.

• View utilities create contact flows.

• View knowledge management administrative console.

• View embedded customer information system application.

• Access Customer 360

• Access Utilities Tile under Service Folder

• Create Sales Organization

• Update Sales Organization

This table outlines the predefined job roles for CX for Utilities Agent Service:

Job Role and Description	Privileges	Child Job Roles
Utilities Customer Service Representative	View Utilities Call Center Module Access Customer List on Home Page Access Knowledge Management on Home Page View My Day Work Queue View Utilities Create Contact Flows View Utilities Agent Desktop Update Sales Organization Create Sales Organization Access Utilities Tile under Service Folder Access Premium Service Actions in CIS Access Customer 360	Customer Service Representative Knowledge Search Service Knowledge Home for Service Knowledge Home Access Groups Enablement
Utilities Customer Service Manager	View Utilities Agent Desktop View Utilities Call Center Module Access Customer List on Home Page Access Knowledge Management on Home Page View My Day Work Queue View Utilities Create Contact Flow View Knowledge Management Administrative Console Update Sales Organization Create Sales Organization Access Utilities Tile Under Service Folder Access Premium Service Actions in CIS Access Customer 360	Customer Service Manager Knowledge Authoring Knowledge author service Knowledge Home Knowledge Home for Service Knowledge Search Service Engagement Channel Supervisor Access Groups Enablement
Utilities Customer Service Administrator	View Knowledge Management Administrative Console Access Customer List on Home Page Access Knowledge Management on Home Page View My Day Work Queue View Utilities Agent Desktop View Utilities Call Center Module Update Sales Organization Create Sales Organization Access Utilities Tile Under Service Folder Access Premium Service Actions in CIS Access Customer 360	Knowledge Analytics Knowledge Rest Administrator Knowledge Setup and Maintenance Customer Service Administrator Engagement Channel Application Administrator Knowledge User Management Customer Relationship Management Application Administrator Sales Administrator Access Groups Enablement
Utilities Customer Service User Synchronization Used for Oracle Identity Management user sync between Oracle Fusion Service and Oracle Utilities Customer Cloud Service.	View Embedded Customer Information System Application