Manage user account: CSR perspective
As a Customer Service Representative (CSR), Arc XP Identity provides a comprehensive platform to manage end-user data efficiently. This platform is widely known as the Arc Admin tool. With an intuitive interface and powerful features, you can quickly access, update, and audit user information, ensuring a seamless and responsive customer service experience. By centralizing data management, the system enhances accuracy, reduces response times, and helps deliver personalized support, making it an essential tool for maintaining high-quality customer interactions.
This page walks you through use cases related to Arc XP Identity using the Arc Admin tool.
Procedures
User search
The Subscriptions application landing page provides an easy way to search and retrieve user account information.
On this page, you can search for user accounts using some parameters. Depending on the selected parameter, our system retrieves matching user accounts in different ways. You can fill in one or multiple fields, and the system will retrieve the results that best match all the entered parameters.
Parameter | Description |
|---|---|
First name | Our system performs a search based on the prefix. For example, if you enter “Jess,” the system returns all these user accounts whose first name is “Jess” or starts with “Jess”; for example, “Jess,” “Jessi,” and “Jessica” return. |
Last name | Our system performs a search based on the prefix. For example, if you enter “Smith”, the system will return all these user accounts whose last name is “Smith” or starts with “Smith”, for example, “Smith”, “Smithson”, “Smitherman” return. |
When searching by email, you have two options:
| |
Phone number | The system performs a search based on the prefix. For example, if you enter “1234,” the system returns all user accounts whose phone numbers is “1234” or start with “1234.” |
Login ID | Login ID (‘uuid’) corresponds to the unique user identifier of the user account. The system searches for an exact match in this field. |
After you enter the parameter(s), the system returns one or more results. You can navigate to a page that provides additional user account details by clicking on the Name of any row.
CSR Audit
After navigating to the account details, you land on a page that summarizes the account in the sidebar. By default, you see the Activity tab in the main section of the page. Here, you can view a history of the changes applied to the account.
Sidebar
On the sidebar, you find various user account details, including:
First name, last name and second last name. If all these attributes are null, then email. If email is null, then
No value provided.Date and identity type for last login and account creation.
Account Status: This can either be Active or Inactive.
Primary email
The Login ID corresponds to a UUID (Unique User Identifier)
Depending on the account status, two additional labels may be displayed in the sidebar:
Pending deletion: This label will appear if the account is scheduled for deletion, either due to a manual request or an automated system process.Login locked: This label will appear after several failed login attempts.These two labels are related and will appear based on the tenant settings. For more details, see User Account Configuration.
Activity tab
The Activity tab displays a listing of the user’s account history. The activity is shown in descending order, starting from the most recent activities and moving towards the oldest. This page also offers the option to:
Filter activity cards by type: The options on the filter appear dynamically depending on the activities for the user account.
Add notes: The notes feature is particularly useful for CSRs during calls with end users. It allows them to record details about the conversation directly into the account.
Each activity card follows a similar structure:
A badge indicating the activity type.
The date and time the action was performed.
A description of the action.
Depending on the activity, the system may provide additional information on the card, such as the person who performed the action and the old and new values when some attributes are updated. Some cards also feature an overflow icon, allowing additional actions.