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Status Not under consideration
Workspace Self Service Tool
Created by Guest
Created on Sep 29, 2020

Optimize log in solution for Call Center representatives

To acheive this, here are many things to consider. Many clients from across the field have brought this feedback to IBMs attention.

  1. Resolve need for case sensitive user name

  2. Define practical/user friendly approach for client authentication via the Call Center URL. mTLS or Mutual Trust Certificates are great from a security perspective. However, pose training and operational issues for clients. Typically, a customer service representative is not familir with how to download and import a certificate into a web browser. Clients often do not have the information technology resources to complete this task for hundreds of call center users annually when the certificate expires.

  3. Today, clients can add Call Center users manually via the UI. If they do, then they must manually email the user their credentials. The user is then unable to change their password. Most clients use a common password which breaks their own rules.

  4. Today, if the client brings their own email server and configures the user exit and uses the API, then they can automatically create Call Center users, the user will recieve an automated email and the user will be able to change their password. This is the IBM recommended approach. This method is safe and secure. However, clients are stating that bringing their own email server and adding the extention is costly and would like a better option.

What is your industry? Retail
How will this idea be used?

To build out stories with IBM Offering.

  • Guest
    Sep 2, 2021

    In response to the above input about setting up TLS trust certificates, we have released the following white paper as reference guidance towards an integration pattern on how to deploy a reverse proxy to access an IBM Sterling Order Management environment

    We have reviewed the other inputs in this request and at this point in time are not considering them as we prioritize our initiatives for the product.

    Thank you for your valuable inputs and we look forward to hearing from you.