The co-browsing scenario assumes the existence of user roles in the responsive Web application of SAP Multichannel Foundation for Utilities and Public Sector. These user roles have special authorizations that can search for existing accounts in the system by using different criteria and get access to the appropriate data for the selected account within the responsive Web application.

The following groups of account search criteria are supported:

After an agent logs on to the responsive Web application, the agent is redirected to the Agent Panel view where they can then proceed with an account search.

To identify an agent user group assignment of the appropriate user, the following OData service is used:

/IWBEP/USERMANAGEMENT/CurrentUser

To retrieve the user group for the currently logged in user, the following OData service is used:

/IWBEP/USERMANAGEMENT/UserCollection('currentUserAlias')

The user group that identifies an agent can be set in Customizing in the SAP ERP system under  SAP Utilities Customer Service SAP Multichannel Foundation for Utilities Maintain Settings for Business Processes .

All actions executed by the agent after the account selection are carried out on behalf of the user. The agent still has the option to change their own password, modify the current UI theme, and log out of the application.

This feature is disabled in the standard implementation. In order to enable it, you can change the Active flag to “X”.