CSR Views Case Details

4-38 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.16.2 Use Case: Reset Challenge Questions

You are Jerry, a customer service representative at Acme Corp. You answer phones at the call center and assist users with issues they may be experiencing. You received a call from Henry, a user who has forgotten the answers to his challenge questions. You must verify his personal information before you can reset his answers. Directions: Part A: Authenticate Henry in another system by verifying personal information such as home address and last four digits of his Social Security Number. His User ID is xxxx. Directions: Part B: Then, open a new CSR case for Henry and reset his challenge questions. Directions: Part C: Now, close the case with a resolved disposition and notes.

1. Log in to OAAM Admin as a Customer Service Representative.

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

3. In another system enter Henrys User ID and verify his home address and last four

digits of his Social Security Number.

4. Search open cases by user.

Search for Henrys open cases by entering xxxx into the User ID field and selecting New , Pending, and Escalated for his case status. New, pending, and escalated cases do not exist for Henry; therefore, you must create a new case. 5. Create a new case.

a. In the Cases Search page, click the New Case button.

The Create Case screen is displayed. b. Enter the Henrys user name, xxxx, in the User ID field and select the Organization ID group Henry belongs to.

c. For severity level, select Low from the Severity Level list

The available severity levels are High, Medium, and Low. d. Select Forgot question answers from the Description list. e. Click Create. The Create button is disabled until all the fields are entered. If invalid parameters were entered, an error message is displayed and the new case is not created. If you click Create, the new case is created. A confirmation message appears.

f. Click OK to dismiss the confirmation message.

6. Reset Henrys questions.

a. To reset Henrys questions, in the Case Details page, select More Actions and

then select Challenge Questions. Authenticator uses questions as additional credentials to help prevent fraud. From the Challenge Questions screen, you can perform questions-related actions for the customer when necessary. 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.