One Note/CCNA PAY

First thing you do on a call

• check Connectpath for ticket#

• or

• Copy Phone number into Jira Ticket

Standard Password Reset Call

-thank you for calling DFR Helpdesk, my name is Logan…..how may I help you?

 

-Do you mind spelling your email

-first and last name please

-phone number?

-Date of birth and last 4 of social

-"Thank you for confirming that information. Your account has been reset, You will be receiving an email with a one time password. Go ahead and use that password to log in, as soon as you log in it is going to have you create a new password"

-"Is there anything else that I can help you with?"

-Thank you for calling, Have a good day

They say they're locked out but it shows active

Lock them out yourself on a separate screen and try to send OTP that way

Don’t Forget to

• ticket # in Connectpath

• Link KB

Transfer Script

"you would have to do that through a caseworker, let me get one on the line for you"

if you reset password and it still says suspended

escalate the ticket to application services

"With your account status,  I will have to escalate this issue because we will need to reset your account manually.…there is no further action required on your end. It will take a few hours for you to receive the one time password link" Escalate -> include in ticket------DOB, Social Security #, Copy BP info

EBT issues

transfer them to EBT

Transfer

 (main -> warm -> 17-47201) 023 - "For that you do need to speak to a caseworker, let me get one on the line for you"

Account Disabled script

033 -> Check Portal Admin ->  "it looks like your account is disabled which this happens due to inactivity. You will just need to create a new account with your preferred email and same identifying info"

Delete account Script

019 -> "This will take 24 hours to update in our system" -> Escalate to application services

Upload Docs/Redetermination

045 -> Confirm they can login ->  "Scroll down to Cases, once you can see the Case #.....scroll to the Far right and you will see the link to upload your documents"

correspondence script

if you log in and scroll down to cases, once you can see the case # -> scroll to the right until you see notices of correspondence

Account Creation Issues

 018 -  "let me confirm that there is no existing account -> "Unfortunately our system puts a hold and you will need to wait 24 hours so that the email can be released, at that point you should be able to try to create your account."

They can’t access email

016 - "You will need to create a new account on the benefits portal with an email that you have access too" -----------> "We do also offer availability in person" ->  I cannot create an account for them

No case listed in BP

005 → portal manager -> "Confirm email -> "Check in portal admin to see if it's disabled and have them create a new account" ---- if still having an issue escalate to tier 2 application issues

OTP isn’t working

 "Are you copying/pasting the password? Can you try to manually type it in" -> Are you on the FSSA benefits website? -> Are you typing in your full email as your username? Can you clear cookies and cache?

in jira ticket escalated

DOB + last 4 of social + then copy BP

OTP isn’t working

“Are you copying and pasting, you will need to type it in manually”

They're trying to access someone else's information and can't see info

Unfortunately this is a recipient account, we will need to create an AR account. There is one of 2 way's that we can go about this. "We can delete your account to free up the email but that will take 24 hours or you can use a separate email to create an AR account. Click on Create Account, look for the small blue letters "Do you want to register as an Authorized Representative"

Email is already associated with an account

It looks like you tried to create an account, which wasn't successful. The system places a hold for 24 hours, you can create the account with a different email.