Click Create or Cancel.

Managing and Supporting CSR Cases 4-19

1. From the Cases Search page, search for an existing case for resetting the phrase for

the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for resetting the customers phrase.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Phrase. 5. In the Notes list, select the note you want to add. 6. Edit the default notes in the Notes field. 7. Click Submit. An error message appears if the customer is not registered and does not have a phrase to reset.

4.9.3 Resetting Image and Phrase

If you reset a customers image and phrase, OAAM Admin generates a new image and phrase and assigns them to the customer. Afterward, you can inform the customer that the authenticator will display a new personal image and phrase at the next log in to the Web site. To reset a customers image and phrase:

1. From the Cases Search page, search for an existing case for resetting the image

and phrase for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for resetting the customers image and phrase.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Image and Phrase. 5. In the Notes list, select the note you want to add. 6. Edit the default notes in the Notes field. 7. Click Submit. An error message appears if the customer is not registered and does not have a phrase and an image to reset.

4.9.4 Unregistering Devices

When you unregister devices, OAAM Admin unregisters all of a customers devices. The customer can register another device if he wants. To unregister a customers devices:

1. From the Cases Search page, search for an existing case for unregistering the

device for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for unregistering the customers device.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed.