Select Issue Resolved from the Notes list as the note describing the issue. Click Submit. Click New Case to create a new case.

Managing and Supporting CSR Cases 4-41 You can select from existing notes or enter a new note.

e. Click Submit. A confirmation dialog is displayed with the message that the

case status was successfully saved.

f. Click OK to dismiss the dialog.

4.16.4 Use Case: Bulk Edit CSR Cases

You are Mike, a customer service manager at Acme Corp. The company policy for CSR cases is that cases should be closed as soon as the user issue is resolved. After a month you close out any CSR cases that have been left open by mistake. Directions: Today is the end of the month, so you are going to bulk-close any cases older than 24 hours and newer than a month ago. To bulk edit CSR cases: 1. Log in to OAAM Admin as a Customer Service Representative Manager.

2. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 3. Search the pending CSR cases created between a month ago and yesterday.

a. In the Case Status field, select Pending.

b. For Created Date, enter the date and time for the last day of the previous

month.

c. For End Date, enter the date and time 24 hours ago.

d. Click Search.

4. Select all cases and close them with a disposition and notes.

a. Select all cases listed in the Search Results table.

b. Click the Bulk Edit icon on the Search Results toolbar.

The Bulk Edit screen appears. c. In the Status list, click Closed. d. For the disposition, select Issue Resolved. e. Enter a note that says that the case was left open by mistake.

f. Click OK. A confirmation dialog is displayed with the message that the bulk

editing operation was performed successfully. g. Click OK to dismiss the dialog.

4.16.5 Use Case: CSR Manager Bulk Case Edit

Carl is Dollar Bank CSR manager. He comes into work each morning and searches through the CSR cases to check on status and clean up if needed. First he runs a search for CSR cases that are expired. There are four cases with the Expired status, so Carl looks at the creation dates for each. All are more than two days old. One of them has a High severity and the last action was a Temp Allow. The other three were Low severity cases with Phone Challenge as the last action. He selects these three and closes them with a disposition of expired and resolved. Carl opens the high severity case to look at the log. He sees that the temporary allow is active for another week so he leaves the case in the expired status as a marker. 1. Log in to OAAM Admin. 4-42 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

2. In the Navigation tree, double-click Cases. The Cases Search page is displayed.

3. In the Expired field, select Show Only Expired.

4. In the Case Type field, select CSR.

5. Click Search

There are four cases with the Expired status. 6. View Created Date column for the four cases in the Search Results table. ■ All are more than two days old. View Created Date ■ One of them has a High severity and the last action was a temp allow. View Case Severity and Last Action Type columns. 7. Select the three cases and click Bulk Edit. 8. In the Status field, select Closed. 9. In Deposition field, select Issue Resolved. 10. In Notes, enter expired and resolved. 11. Click the Case ID for the High severity case. 12. In the Case Details page, view the log for log code and notes.

4.16.6 Use Case: CSR - Ask Questions

User customer is a registered user. He has not been challenged for the past 30 days and when he had to answer a challenge question, he completely forgot the answer to this question. He is sure he remembers the answers to his other questions. User answers the question incorrectly all 3 times. Before he could try it out, he is blocked. He calls customer support, and the CSR creates a case and asks challenge questions. She enters the users answers until he answers correctly or is locked out. He answers the question correctly. He is unlocked and is able to login successfully. The CSR informs the user he must register new questions online next time he logs in. The CSR closes the case.

4.17 Best Practices and Recommendations

This section provides best practices and recommendations: ■ A Fraud Investigator looks into suspicious situations either escalated from customer service or directly from OAAM Admin alerts. ■ A Fraud Investigation Manager determines which cases must be given attention by his team. ■ If a customer suspects fraud, then the severity level assigned is High. For example, if the customer wants a different image, then the severity level assigned is Low. Severity levels of a case can be escalated or deescalated when necessary. Anyone can change the severity of cases.