Is Customer Service Agent and the Customer two different personas or different roles?

Are ‘Personas’ and ‘Roles’ different in every scenario?

Although i did my reading about roles and personas, im a bit confused about this topic with the context i’m working on.

Scenario – One day Bruce(Customer) finds out his water heater is broken and calls XYZ company to get it fixed. John(Customer service agent) receives the call and assigns Bob(Technician) for to install a water heater.

John, Bruce and Bob are these 3 personas? or are they considered as 3 different user roles who interact with XYZ service?

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Does Apple still monitor or track after having a customer support screen sharing service with ara.apple.com?

Is having screen sharing service with ara.apple.com safe?

I had screensharing service with ara.apple.com(https://ara-prn.apple.com/) which is official apple website for apple products support. And they wanted me to install an app after entering session key and they said the app will self-destruct once support session ended.

Would there be a possibility that Apple can still track and monitor that computer even after the support session ended and even if they claim that installment of the app for screen sharing self-destruct?

LG Customer Service is CRAP- here’s what happened to me!

So here's what happened- back in end of May I bought the LG 34GK950F monitor from B&H cos they had a deal for $ 799

I am in Sri Lanka but since B&H delivers worldwide with no issues I bought it. Came within 4 days and worked fine except for some BLB in the four corners at max brightness. Perfection I thought.

Skip to FOUR MONTHS LATER suddenly when playing Crysis I see appear these thin grey horizontal lines like a grille. After quitting to Desktop it went away- but after a while came back….

LG Customer Service is CRAP- here's what happened to me!

How to handle conflicting updates of a customer record

We are developing a simple web based single-page CRM-like app. I was thinking about what happens when two operators are both editing the details of a customer “John Doe”. On the server side we use a optimistic updating, i.e. the ajax update payload includes revision-number which must match whats in the database, however on the front-end I was wondering how we should handle this?

I thought about a modal popup along the lines of: “Sorry AgentB has already updated the record and your working copy might not be up-to-date? Would you like to:” (a) Update anyway (b) Reload (c) Some form of merge

However I can imagine the users being confused by this. Then I start thinking this scenario must have been covered a million times already. Are there any guidelines and fantastic reference apps to demonstrate the best way to handle such common concerns in a web based multi-user line of business applications?

We are open to use any necessary cool-aid to achieve the best solution (websockets, ui frameworks etc…).

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