This chapter describes the customer service use cases that manage the functional requirements for service providers to effectively manage users. It includes the following topics:

• CSR Overview
• Enrolling Initial CSR Administrator
• Enrolling a CSR
• Setting a CSR Password and Security Question
• Resetting a CSR Password
• Searching for Users
• Impersonating a User
• Searching and Modifying a CSR User
• Adding CSR Users
• Editing a CSR User
• Managing a CSR Profile
• Setting a Preferred Language (CSR)
• Adding a CSR Administrator
• Setting CSR Account Lockout Status
• Viewing the Account Lockout Report
• Reactivating a Locked Account