This chapter covers customer service representative (CSR) use cases. It includes the following topics:

• Overview of Customer Service Representative Use Cases
• Enrolling the Initial CSR Administrator
• Enrolling a CSR Administrator
• Setting a CSR Password and Security Question
• Resetting a CSR Password
• Searching for CSR Users
• Impersonating a User
• Searching for an Organization
• Viewing Organization Administrators
• Editing an Organization Administrator
• Searching and Modifying a CSR User
• Adding a CSR User
• Editing a CSR User
• Managing a CSR Profile
• Adding a CSR Administrator
• Setting a Preferred Language (CSR)
• Setting CSR Account Lockout Status
• Viewing the Account Lockout Report
• Reactivating a Locked Account