Section 6: CST Administration

1. Section 6: CST Administration

2. Section Objectives • This section  prepares you to understand how to set up financial institution staff with access to the Customer Service Tool (CST) so they can assist Bill Pay consumers. Specifically, you will learn: • how to set up CST users and their permissions • how CST users update their profile • how to run reports on CST activity

3. CST Administration Overview

4. Why Use CST? CST is the support and research tool used for FIS Bill Pay. With this system, support staff can answer the following questions for a consumer: • Is a payment scheduled? • Was my payment sent? • My payment hasn’t been credited. • I have late fees and I used BP to pay my bill. • I want to add another funding account. • What is the status of a consumer’s service request? • And many more …

5. CST Login Screen Your financial institution receives your CST URL, user ID, and passwords from your Project Manager. This is FIS' product and is used by FIS Customer Service Representatives as well. A shortcut to the CST login pageis found in Management Console via Partners. The Super User for Internet Banking can grant other financial institution administrators access to this shortcut. Note: Access to CST is restricted by IP address. CST contains 2 years of Bill Pay history. CST utilizes a security feature called Cross-site Scripting (XSS) protection. As a result, you can not enter the following special characters on any CST page: < > “ ( ) ^ \ ; In addition, you may only use the forward slash ( / ) when entering a date format such as MM/DD/YYYY. If a CST page is submitted and contains a special character, an alert box appears and you must delete the character.

6. Set Up Challenge Questions Upon login you are prompted to set up security questions that allow you to reset your password when locked out of CST.  You are prompted to provide answers to four unique challenge questions. Each answer must be at least five characters long and cannot be associated with your user ID or password.You can opt to provide answers to the challenge questions at another time by selecting Remind me later, but the setup must be completed before you can use the Change Password feature.

7. Change Password Tool If you forget your password, click the Change Password link on the login screen (see page 4). After entering your User ID, you are randomly presented two out of the four challenge questions previously set up. After answering the questions correctly you can create a new password. A password can only be changed once in a 24-hour period.

8. CST Launch Screen • The left navigation links are: • Launch • Administration • Operations • Support Pages (Terms to Know, FAQs and How do I… links)

9. Administration System Administrators: FIS creates the SA High/SA Low Security Groups during implementations. SA High:Allows access to the Administration link in order to create CST users. SA Highs can also view/update/delete CST user’s security access privileges. SA Low:Allows access to the Administration link in order to reset a CST user’s password and/or create a new starter password. • Notes: • If you need to add/update additional System Administrators after implementations, call Intuit Financial Services Service and Support to request the change. • Only System Administrators and CST users that have the ability to view or administer reports have access to the Administration link on the left hand side of the Launch screen.

10. Administration (cont’d) • The System Administrator-High can: • View Client Access Group • Create User Roles • View User Roles (includes the ability to edit roles) • Create CST User • View CST User (includes ability to edit users) Tip: Depending on your initial setup, you cannot set up the System Administrator with all of the CST functions. If this is the case, and you need the added permissions, you must set yourself up with another ID and assign the appropriate permissions.

11. Administration – View Client Access Group • This screen displays information about the following: • Financial institutions included in the client access group • Prefixes associated to those organizations • IP address information

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13. CST Roles

14. Customer Service Reps. A Security Administrator – High must first enable CSR Warehouse before they can assign any additional permissions under the CSR-Customer header or the View Bill permission under the CSR-Payment/Service Request header. The System Administrator cannot assign more than one of the following: CSR Engine High, Medium or Low. Additional Security Groups are located at the end of this Section.

15. Administration – Create User Role To create a user role: Step 1: Click the “Create User Roles” link on the Administration screen. Step 2: Enter a Role name. Step 3: Enter a brief description of the role. Step 4: Assign the Security Group permissions. Step 5: Click the Submit button. See CST Appendix for Security Group Permissions.

16. Administration – View User Roles To view the user roles already created: Step 1: Click the “View User Roles” link on the Administration screen. Step 2: Click the user role you want to view. Step 3: View the user role details and/or click the function you want to perform on the left navigation.

17. Administration – View User Roles – Change User Role To change a user role: Step 1: Click the “Change user role” link on the User Role Detail screen. Step 2: Make the appropriate updates. Step 3:Click the Submit button.

18. Administration – View User Roles – Delete User Role To delete a user role: Step 1: Click the “Delete user role” link on the User Role Detail screen. Step 2: Click the Delete button.

19. Administration – View User Roles – Add Users to Role To add users to a role: Step 1: Click the “Add users to role” on the User Role Detail screen. Step 2: Check the box next to the name of the CST user you want to assign to the role. Step 3:Click the Add button.

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21. CST Users

22. Administration - Create CST User To add a new CST user: Step 1: Click the “Create CST Users” link on the Administration screen. Step 2: Select the prefix “RHF3” and assign the ID suffix. Step 3: Enter all remaining information. Step 4: Select the role you want to assign the user to OR choose the various Security Groups by checking the box next to the permissions. Step 5: Click the Submit button. CST Password Criteria • a minimum eight characters and contain at least one letter and one number • not a duplicate of the previous 16 passwords • not have three identical consecutive characters • not the same as the user ID • not the same as the user ID in reverse • not contain the first and/or last name of the user

23. View CST Users To view, update, delete or replicate a CST user: Step 1: Select “View CST Users” from the Administration menu. Step 2: Enter the User ID, Name, Employee ID or Security Group. Step 3: Click the Search button.

24. View CST Users - CST User Detail To change, delete or replicate a CST user, click the appropriate link on the left navigation.

25. View CST Users - CST User Detail Change CST User To change a CST user, update the appropriate information and click the Submit button at the bottom of the screen.

26. View CST Users - CST User Detail Delete CST User To delete a CST user, verify the correct user’s profile displays and click the Delete button at the bottom of the screen.

27. View CST Users - CST User Detail Replicate CST User To replicate a CST user, enter the required information and click the Submit button at the bottom of the screen.

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29. CST My Profile

30. My Profile All CST users can change their password and some profile information including their email address, phone number and fax number.

31. Administrators & Reports – Administration - Practical Applications • Which type of administrator is allowed to create new CST users? • True/False – A Security Administrator Low can reset another CST user’s password. • What is the minimum character requirements for a CST user’s password? • What are the three password expiration duration options the Security Administrator-High can set for each CST user? • Which permission should you assign in order for a CST user to have the ability to add a funding account on behalf of a consumer? • Which two permissions should you assign in order for a CST user to have the ability to view downloadable and security reports? Note: Some answers are found in the Appendix.

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33. CST Reports • Security Groups needed to perform the following activities in this section: • Administer Reports: Turn on/off reports for the financial institution • View Reports: View Downloadable Reports • View Security Reports – Client: View Security Reports Refer to the Post Work URL for the Quick Tip Sheet on CST Reports.

34. Administrate Reports Step 1: Click on the “Administration” link in the left navigation. Step 2: Click on the “Administer reports” link under the Reports heading. Step 3: Select the report that you want to turn on (or off) for your financial institution and click the Submit button.

35. Security Reports Step 1: Click on the “Administration” link in the left navigation. Step 2: Click on the “View reports” link under the Reports section. Step 3: Select the radio button next to “Security reports” and click the Continue button. Note: Audit reports are not applicable to Intuit Financial Services’ clients.

36. Security Reports (cont’d) Step 4: Highlight the desired report. See CST Appendix for report definitions. Step 3: Choose either a month or date range. Step 4: Choose additional search criteria. Step 5: Click the Submit button.

37. Security Reports (cont’d) Step 6: The report is displayed on screen.

38. Downloadable Reports Step 1: Click on the “Administration” link in the left navigation. Step 2: Click on the “View reports” link under the Reports section. Step 3: Select the radio button next to “Downloadable reports” and click the Continue button. Note: Audit reports are not applicable to Intuit Financial Services’ clients.

39. Downloadable Reports (cont’d) Step 4: Select a Timeframe. Step 5: Select the report you want to view. Step 6: Click the Submit button (not shown). See CST Appendix for report definitions.

40. Downloadable Reports (cont’d) Step 7: The report you requested appears on screen. Step 8: The system prompts you to download the report.

41. Downloadable Reports (cont’d) Sample: Debit Returns Sample: Serv Reg Aging-Pmt Inquiries

42. Administrators & Reports – Practical Applications • What report do you create to see what access privileges a particular CST user has? • What report do you create to see all of the returned items for the financial institution for the report day? • What report do you create to see if a stop payment service request was closed for a particular day? • What report do you create if you want to see all of the open payment inquiry service requests as of a specific day? Note: The answers are found in the Appendix.

43. Section Objectives - RECAP • In this section, you learned: • how to set up CST users and their permissions • how CST users update their profile • how to run reports on CST activity

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45. CST Appendix

46. Security Groups: Customer Service Representative • Note: • A Security Administrator – High must first enable CSR Warehouse before they can assign any additional permissions under the CSR-Customer header or the View Bill permission under the CSR-Payment/Service Request header. • You cannot assign more than one of the following: CSR Engine High, Medium or Low

47. Security Groups: CSR - Customer

48. Security Groups: CSR – Customer (cont’d)

49. Security Groups: CSR-Payment/Service Request

50. Security Groups: Reports