Accessing a Customer's Account

Customer Service Representatives with the proper permissions can access a customer's Digital Self Service - Transactions Web Portal account to assist with questions and troubleshooting. When you do this, you can see the Digital Self Service - Transactions Web Portal much like the customer sees it. This process is also referred to as masquerading. You can review information for the customer's account as well as make changes on their behalf.

Note: Be aware that any changes completed while logged in to the customer's account are saved. If you and the customer are on the Digital Self Service - Transactions Web Portal at the same time, any changes made are preserved for the last person that saves their updates.

To access a customer's account:

  1. Sign in to your Oracle Utilities product, such as Customer Care and Billing.
  2. If you need to locate a particular customer account, follow the steps to find a customer account, as described in Finding a Customer's Account
  3. Open the applicable customer account from the list of search results.
  4. From the Customer Information tab, navigate to the Web User Summary zone. The Web User Summary zone displays unique web users who are linked to the account, the web user’s role, relationship, and if they are financially responsible for the account. Additionally, if there are open self-service tasks created by this user, a link to the open self-service tasks is provided.
  5. From the Action drop-down list, select Masquerade to masquerade as the customer. If your utility has enabled the acknowledgement form, you are prompted to confirm that you wish to open the portal as this customer. Your utility’s web portal with the web user’s information is displayed. You can now see and interact with the web portal as the customer sees it, and you will have an easier time troubleshooting or answering questions.
  6. To end the masquerade session, click the close link from the banner near the top of the Digital Self Service - Transactions Web Portal to return to your Oracle Utilities product.