Oracle Adaptive Access Manager
Tasks
Documentation that explains how to use CSR and Agent cases
Customer Service and Forensics
Set Up Multitenancy Access Control
Use the Cases Search and Case Details Pages
Create a CSR Case
Perform Customer Resets
- Reset security image
- Reset security phrase
- Reset security image and phrase
- Unregister devices
- Reset OTP profile
- Reset virtual authentication device
- Unlock OTP
- Reset all image, phrase, profile, device, and OTP settings
Perform Challenge Question Resets
- Perform challenge questions related actions
- Reset challenge questions
- Reset challenge questions and question set
- Increment challenge question to next question
- Unlock challenge question
- Perform CSR phone challenge
Enable Temporary Allow
Perform CSR Case Actions
- Add CSR notes to cases
- Change CSR case severity level
- Change CSR case status
- Extend CSR case expiration
- Escalate a CSR case to an Agent case
- Bulk-edit CSR cases
Use the Investigation Console
- Learn about the Investigation Console
- Learn about the Agent Case Search page
- Learn about the Sessions and Transactions Search pages
- Learn about the Utility Panel
- Learn about the Compare Transactions tab
- Use the Investigation Console
Create Agent Cases
- Create an Agent case manually
- Create an Agent case like another Agent case
- Set up OAAM to create an Agent case automatically
- Escalate a CSR case to an Agent case
Manage Agent Cases
- Search for Agent cases
- Change severity level of an Agent case
- Change status of an Agent case
- Close an Agent case with a disposition