About Security Roles

Many job roles and duty roles are predefined in the Service offering. The following table lists the main predefined job roles specific to this product area.

For a more complete list of job roles, refer to the Related Topics area for a link to the Security Reference for Fusion Sales and Service guide.

Job Role	Description
Customer Service Manager	Manages a group of Customer Service Representatives. The person in this job role manages the queues of open service requests. Also, this person ensures that work is being assigned and resolved by the pool of resources. This individual also monitors incoming service requests.
Customer Service Representative	Responds to a variety of customer requests. The person in this job might receive requests to help with a product or service problem or to clarify a pricing or ordering question. This individual is usually assigned to one or more queues of service requests that are used to categorize incoming service requests by customer type, category, or product.
Knowledge Analyst	Creates, curates, and maintains knowledge articles. The person in this job supports the work of Customer Service Managers and Customer Service Representatives as they manage customer issues.
Knowledge Manager	Manages a knowledge instance. The person in this job manages the administration and operations of a knowledge program. In addition, this person ensures that knowledge can be created and maintained by analysts and found by knowledge users.

In addition to the job roles, the following table lists the duty roles specific to the Service offering.

Duty Role	Description
Service Request Troubleshooter	Manages all aspects of the Service Request object. A customer service representative is typically given this duty role
Service Request Contributor	Creates or adds information to service requests. This person has basic Service Request Management capabilities. This person can't respond to customers, assign service requests to a user, or delete attachments from service requests. This role is typically given to non-service users, for example, sales representatives, product managers and engineers.
Service Request Power User	Do all the tasks that a troubleshooter can, with the added privileges to manage queues. Customer service managers are typically given this duty role.
Service Request Administrator	Do all the tasks that a power user can do. Additionally, this person can administer all aspects of the application, including the setup. CRM application administrators are typically given this role.
Service Request Channel User	Manages all aspects of a service request that is associated with a partner account. This duty is similar to the service request troubleshooter.
Service Request Partner User	Submits service requests to get assistance with partner sales or support issues. This duty is granted to a contact from a partner account.

Resource Roles and Provisioning Rules for Service

Oracle provides resource roles for the Service offering which are used to provision the standard service job roles. Oracle also provides the role provisioning rules for these resource roles so that service users are automatically assigned the job and abstract roles they need.

These are the service role provisioning rules provided by Oracle, the condition that triggers the provisioning, and the job and abstract roles each rule provisions.

Provisioning Rule Name	Condition	Job or Abstract Roles Provisioned
Service Vice President	HR Assignment is Active Resource Role is Service Vice President	Customer Service Manager Resource
Service Administrator	HR Assignment is Active Resource Role is Service Administrator	Customer Relationship Management Application Administrator Resource
Service Manager	HR Assignment is Active Resource Role is Service Manager	Customer Service Manager Resource
Service Representative	HR Assignment is Active Resource Role is Service Representative	Customer Service Representative Resource

Note: If you didn't use the Create Company Information quick setup task to set up your company information, then the predefined role provisioning rules aren't created; you must create the provisioning rules yourself. For information about creating provisioning rules, see the topic Create Rules to Automatically Provision Job Roles to Sales Users.