Resetting a CSI User's Password

If a Customer Service Representative (CSR) loses or forgets their password for the CSI tool, a Customer Service Administrator (CSA) can reset their password from the User Admin tab of the CSI. CSRs can also reset their own passwords using the CSI. See Changing or Resetting Your CSI Password.

To reset a user's CSI password:

Note: This is not the same thing as resetting a customer's password. For security reasons, CSAs do not have permissions to reset a customer's password.

1. Sign in to the Customer Service Interface.
2. Click the User Admin tab.
3. Click the Edit link next to the name of the person who requires a password reset.
4. In the Edit User page that displays, type in a new password in the Password field.
5. Click Edit User to save the change. The page refreshes to display the user list in the User Admin tab.

Note: The new password you enter is a temporary password that will be communicated to the user and will expire after seven days. The user will then be prompted to create a new password the next time they log on to the CSI using the temporary password. If the user does not log on using the temporary password within seven days, the user will be unable to log on to CSI. Passwords must comply with any password policies that are in place at your organization.