May 10- Copilot/User Management Refresher

Modified on Fri, May 10 at 11:22 AM

Hi All,

We hope everyone had a great week!

Today kicks off our Q2 Refresher Series starting with Co-Pilot and User Management!

Before we dive in we wanted to send a reminder out for your customers on Secure Access Codes (SAC). We have seen an uptick in phishing schemes of fraudsters impersonating bank employees and customers providing them their information allowing the fraudster to take over their online banking account. When working with your customers remind them of the following:

We will NEVER ask for a SAC code, they should never provide a SAC code to anyone who asks for it
All Q2 Online Banking Text SAC codes come from 86434
If they are contacted and the interaction is unexpected or suspicious, end the conversation and call our bank directly to confirm if the request was legitimate or not
- Don't use numbers provided by the fraudster, call the numbers on our website directly.
When in doubt, contact us directly to confirm before taking any action

Now onto our refresher! We will cover common day-to-day items in Co-Pilot and User Management, for more in depth items reference the index of help articles here.

What is the difference between co-pilot vs user mgmt?

Q2 Co-Pilot is a lightweight back-office tool for branch employees to quickly and efferently assist customers with common online banking issues like password resets, locked accounts and secure access code troubleshooting.

Q2 User Management is a web-based feature set of Q2 Console that allows FI employees to create and manage Customers, Users, and Logins for digital banking. It allows for more access to manage customers and users in digital banking.
- Branch Managers and the Digital Banking Team have access to user management because of the level of access it allows. At FFL only, Assistant Branch Managers, Financial Counselors and Head Tellers also have access to user management.

Q2 Co-Pilot Common Actions

How to search for a customer
- To search for a end user's record
  - On the Search page, select one of the following options from the list to search by:
    1. Login
    2. Tax ID/SSN
    3. CIF
    4. User's last name
    5. Customer name
- In the search, enter a search criteria based on the search option you selected. Select Search.
- Select the customer from the list to open their profile

2. How to send a password reset

In the Login pane, select Send password reset.
Select the SAC Target to send the password reset to and select “send password reset.
The customer will then receive a temporary password to the target selected.

3. Secure Access Contact (SAC) Assistance

To add a new SAC contact
- In the User pane, select Add SAC contact
- Select an SAC type.
- Fill in the contact information based on the selected SAC type.
- Select Save. The new contact is added to the SAC contacts list.
To delete an SAC contact
- In the User pane, select Menu Icon next the contact you want to delete.
- Select Delete SAC contact.
- Select Delete. The contact is deleted from the SAC contacts list.

4. CSR assist- this allows you to log in as the customer and see what they are seeing in the front end

On the User pane, select Menu Icon > CSR Assist.
Select a Policy.
Select CSR Assist. The end user's online banking Home page displays in a new tab.
Note: all CSRs have View Only Access which doesn’t have access to every section in the system, you may see spinning circles or get a pop-up that says you don’t have the appropriate rights to view the page.
- If you need additional troubleshooting submit a ticket to the digital banking team.

User Management

How to search- You can search for a Customer, User, Login, or Account to retrieve their information.
- To search for a Customer:
  - On the search page, select the Customers tab to search by Customers.
  - Select one of the following search criteria from the list:
    - Customer CIF
    - Customer ID
    - Customer name
    - Group name
    - Group ID
    - TaxID/SSN
    - Note: Select (Favorite/Star Icon) next to one of the Customer search options to set it as the default search criteria.
  - Enter information in the search box based on the search criteria you selected, and then select Search (Search icon). A list of search results appears.
  - Select a search result to go to the Customer profile where you can view or edit the Customer.
- To search for a User
  - On the search page, select the Users tab to search by Users.
  - Select one of the following search criteria from the list:
    - Customer name
    - TaxID/SSN
    - User's name
    - User CIF
    - Enter information in the search box based on the search criteria you selected, and then select Search (Search icon). A list of search results appears.
    - Select a search result to go to the User profile where you can view or edit the User.
- To search for a Login
  - On the search page, select the Logins tab to search by Login.
  - Select one of the following search criteria from the list:
    - Customer name
    - Login name
    - TaxID/SSN
    - User CIF
    - User's last name
  - Enter information in the search box based on the search criteria you selected, and then select Search (Search icon). A list of search results appears.
  - Select a search result to go to the Login profile where you can view or edit the Login.

2. Resetting a password

In the Login pane, select Send password reset.
Select the SAC Target to send the password reset to and select “send password reset.
The customer will then receive a temporary password to the target selected.

3. Secure Access Contact (SAC) Assistance
- To add a new SAC contact
  - In the User pane, select Add SAC contact
  - Select an SAC type.
  - Fill in the contact information based on the selected SAC type.
  - Select Save. The new contact is added to the SAC contacts list.
- To delete an SAC contact
  - In the User pane, select Menu Icon next the contact you want to delete.
  - Select Delete SAC contact.
  - Select Delete. The contact is deleted from the SAC contacts list.

4. CSR assist- this allows you to log in as the customer and see what they are seeing in the front end

On the User pane, select Menu Icon > CSR Assist.
Select a Policy.
Select CSR Assist. The end user's online banking Home page displays in a new tab.
Note: all CSRs have View Only Access which doesn’t have access to every section in the system, you may see spinning circles or get a pop-up that says you don’t have the appropriate rights to view the page.
- If you need additional troubleshooting submit a ticket to the digital banking team.

5. Editing User Rights and Limits

We may occasionally need to edit a customers/users rights in the system, this is more typical on the business side.
To remove a feature/transaction/change a limit for all users on a customer you will make the change at the customer level.
To make changes for 1user on a customer you will make edits at the user level
To change feature access:
- Select the Feature Rights at the customer or user level and select the 3 dots on the right --> Edit
- Check/uncheck the features you want to add or remove from the profile and hit Save changes once complete
  - If you ever want to restore someone's settings to the group settings select "Copy feature rights from Group"
- To change Transaction Rights
  - Select the Transaction Rights at the customer or user level and select the 3 dots on the right --> Edit
  - To fully remove access to a feature uncheck Enable on the left. To change a limit edit the limit amount and to require dual authorization or an MFA code to be shown when a transaction is completed check those boxes.