On the menu bar of the Case Details page, select More Actions, and then click

4-24 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

1. Open the Challenge Questions screen, as described in

Section 4.10.1, Performing Challenge Questions Related Actions.

2. In the Item list, select Next Question.

3. In the Notes list, select the note you want to add.

4. Click Submit.

After completing the task, you can enter a note about the actions that were taken Section 4.12.1, Adding Notes to Cases and change the status of the case if necessary Section 4.12.3, Changing Status of a Case .

4.10.5 Unlocking a Customer KBA

When you unlock a customer, he or she is forced to register new questions and answers the next time he successfully logs in. To unlock the customer:

1. Open the Challenge Questions screen, as described in

Section 4.10.1, Performing Challenge Questions Related Actions.

2. In the Item list, select Unlock Customer.

3. In the Notes list, select the note you want to add.

4. Click Submit.

After unlocking the user you can close the case if desired Section 4.12.3, Changing Status of a Case .

4.10.6 Performing KBA Phone Challenge

Users can be authenticated over the phone using their registered challenge questions. This option is not available for unregistered users or in deployments not using KBA. To use a customers challenge questions for phone authentication:

1. Open the Challenge Questions screen, as described in

Section 4.10.1, Performing Challenge Questions Related Actions.

2. In the Item list, select Ask Question.

3. In the Notes list, select User Challenged.

If you select User Challenged, the Notes field contains the phrase, Request for customer question , which you can edit to describe why you are taking the action.

4. Click Submit.

5. In the confirmation dialog, click OK.

The Ask Question screen appears displaying a challenge question to ask the customer and a field to enter customers response. 6. Ask the customer the question.

7. Enter the customers answer in the Answer field.

8. Click Submit.

Failure counters are used to lock out fraudsters so that they are unable to obtain the answersquestions. The maximum number of questions the user is allotted is 3 by default. The maximum number of attempts per question is 3 by default for phone challenges.