From the Cases Search page, search for an existing case for unlocking the OTP for

Managing and Supporting CSR Cases 4-23 To reset a customers challenge questions:

1. Open the Challenge Questions screen, as described in

Section 4.10.1, Performing Challenge Questions Related Actions.

2. In the Item list, select Reset Questions.

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

For example, you could select the Forgot QuestionAnswers. 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 . Question Reset Example Martha calls the CSR and requests that her questions be reset since she has forgotten answers to her challenge questions. Carl the CSR performs these steps: 1. Carl searches for Marthas logins and verifies with her about last login time and place. 2. Carl creates a case for Martha and resets her questions. 3. He asks Martha to login again and register the questions. 4. After she is done and confirms the new questions are registered, Carl goes ahead and closes the case.

4.10.3 Resetting Challenge Questions and the Question Set

Resetting the challenge question set resets the challenge questions and the question set that the customer can register questions from. The customer is informed that registration of challenge questions is required at the next log in to the Web site. To reset a customers challenge questions and the set of questions to pick from:

1. Open the Challenge Questions screen, as described in

Section 4.10.1, Performing Challenge Questions Related Actions.

2. In the Item list, select Reset Question Set.

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 .

4.10.4 Incrementing a Customer to His Next Question

If you reset the customers next question, OAAM Admin advances the customer to the next challenge question in his list of registered questions. So if he is currently being asked question A, he is now asked question B or C. The customer is informed that he will be asked a different challenge question the next time he logs in to the Web site. To increment a customer to his next question: