Reviewing Customer Support Configuration Options

Use the tables below to review all feature configuration options which can be submitted as a request using My Oracle Support.

Note: You can use the Opower Configuration Tool to implement certain configurations for Digital Self Service - Transactions. This can include user experience configurations, interface messages and formats, branding configurations, and other configurations relevant to Digital Self Service - Transactions. To review if any configurations listed below are available with the Opower Configuration Tool, access the tool at https://configuration.opower.com/ and review the available options for the pages and widgets included in your Digital Self Service - Transactions web portal.

Masquerading Session Banner

When CSR users are masquerading as a customer, a banner at the top of the Digital Self Service - Transactions Web Portal indicates that the CSR is masquerading as a customer. Use the table below to review all available configuration options.

Image Number Configuration Option

Not Depicted

Image Number	Configuration Option
Not Depicted	Masquerading Banner The masquerading banner indicates the customer account that is being accessed, along with a link to close the masquerading session. Default: You are masquerading as `[username]`. Close the session.

Masquerading Banner

The masquerading banner indicates the customer account that is being accessed, along with a link to close the masquerading session.

Default: You are masquerading as [username]. Close the session.

CSR Entitlements

CSR users can perform various actions when masquerading as a customer. Certain actions require entitlement configuration to enable for CSR users. Use the table below to review all available configuration options.

Image Number	Configuration Option
Not Depicted	Tooltip A disabled link and tooltip is displayed on actions that are disabled for CSR users. Default: Unavailable during masquerade session.
Not Depicted	CSR Entitlements You can grant CSR users access to certain actions during a masquerade session. CSR entitlements are combined with the user’s general permissions. This means that CSR users have access to functional areas only when the user they are masquerading as also has permissions to access that functional area. You must provide the list of entitlements that can be assigned to CSR users, including each entitlement name. Entitlements are global and apply to all CSR users. Available entitlements can grant access to the following areas: Third-party payments Third-party auto-payment program Third-party user management Partner resources Default: None. CSR users are not permitted to make payments using third-party payment providers, access third-party identity providers, or access integrated partner resources.

Image Number

Configuration Option

Not Depicted

Tooltip

A disabled link and tooltip is displayed on actions that are disabled for CSR users.

Default: Unavailable during masquerade session.

Not Depicted

CSR Entitlements

You can grant CSR users access to certain actions during a masquerade session. CSR entitlements are combined with the user’s general permissions. This means that CSR users have access to functional areas only when the user they are masquerading as also has permissions to access that functional area. You must provide the list of entitlements that can be assigned to CSR users, including each entitlement name.

Entitlements are global and apply to all CSR users. Available entitlements can grant access to the following areas:

Third-party payments
Third-party auto-payment program
Third-party user management
Partner resources

Default: None. CSR users are not permitted to make payments using third-party payment providers, access third-party identity providers, or access integrated partner resources.