Digital Customer Service Roles

You can grant different roles to Digital Customer Service users in Fusion Service and Oracle Identity Cloud Service. Here are some details about the privileges granted with each role in Fusion Service.

User

The User application role is mapped to the Customer Self-Service User job role in Identity Management. The role grants the privileges to view and edit service requests created by the user, and to create service requests. The role also grants the privileges to view and update work orders on which the user is the contact. Removing this role causes the removal of all privileges. The only way to restore the privileges is to submit a new registration request. The role also grants the privileges to view interactions on which the user is the primary contact.

Account Manager

The Account Manager role grants the privileges to view and edit all service requests and view and edit all work orders for a specific customer account. Additionally, users with the Account Manager role can create service requests. The user can perform these tasks only on accounts that they're the Account Manager for.

Account Administrator

The Account Administrator application role is mapped to the Customer Self-Service Account Administrator job role in Identity Management. The role grants the privileges to view and approve registration requests in the customer account for which they're the Account Administrator. Additionally, the role permits the user to assign and remove the Account Administrator and Account Manager roles.