Agent Creates a Case

Managing and Supporting CSR Cases 4-39

b. In the Item list, select Reset Questions as the question-related action to

perform.

c. In the Notes list, select Forgot QuestionAnswers.

d. Click Submit to reset Henrys questions.

When you reset a customers challenge questions, OAAM Admin deletes the existing questions and answers and generates a new question set for customers to register from. A confirmation message appears.

e. Click OK to dismiss the dialog.

7. Add notes on the case. Each time you take an action in a case you should enter a note describing why you are taking the action. The notes are saved to the case log.

a. Click Add Notes on the menu bar to add notes on the case.

b. Enter a note that Henrys challenge questions were reset.

c. Click Submit.

If you click Submit, the notes are saved to the case log. A confirmation message appears.

d. Click OK.

8. Inform Henry that he will go through challenge questions registration select new questions and answers from his question set the next time he logs in. 9. Close the case with a disposition.

a. To close the case, in the Case Details page, click More Actions and select

Change Status . Case status refers to the current state of a case.

b. In the Status list, click Closed.

Closed is the status of a case when the issue is resolved.

c. For the disposition select Issue Resolved.

d. Select Issue Resolved from the Notes list as the note describing the issue.

You can select from existing notes or enter a new note.

e. Click Submit.

A confirmation message appears.

f. Click OK to dismiss the dialog.

4.16.3 Use Case: Reset Image and Phrase

You answer a call from Nancy, a user who does not like the virtual device personalization she registered. She would like you to change it for her. You explain that Nancy can do this herself on the User Preferences page of the Authenticator, but she insists that you reset her image and phrase. Directions: Part A: Open a new CSR case for Nancy and reset her image and phrase. You tell her that her virtual authentication device will show a new image and phrase the next time she logs in.