Customer Support

Customer Service Representatives (CSRs) with the proper permissions can use their Oracle Utilities product, such as Customer Care and Billing, to access the Digital Self Service - Transactions Web Portal. You can configure CSR support masquerading capabilities and logging of self-service tasks:

• Review all configuration options listed at Reviewing Customer Support Configuration Options.
• Configure CSR Masquerading, including configuring the redirection target, granting CSR user access, and configuring the masquerading acknowledgment prompt message, as described at Configuring CSR Masquerading.
• Configure logging of self-service tasks to allow CSRs to see what transactions have been performed on a customer's account, as described at Logging Self-Service Tasks.