User:Pizzaisdavid/sandbox

At the beginning of each semester password resets flow in at a steady rate, up to four calls an hour during peak tide, as the semester continues the rapids calm to a river and the river turns to a stream and the stream evaporates to a trickle.

Prerequisites: Student Lookup and Password Resetter.

Reset Over Email

An effective voice is one that matches your reader's sense of what is appropriate. However, you have the option to choose who your audience is by topic, word choice, and formality. You have to have a tone and style that is pertinent to your readers. The voice needs to be clear as to who it is directed towards.

Reset Over the Phone

This will be by far the most common form of communication you'll be using when resetting a student's password.

Diagnose the Problem

Simply because a student can't logon to their account doesn't automatically mean they need their password reset. The person you're talking with might be quite the detective if you listen they'll probably answer a few of these questions without you having to ask.

Ask probing questions:

1. What are you trying to logon to?

   If the student is trying to access their Bay Email verify they are typing their username and not email address.

2. Has it ever worked?

   If its never worked before that means they haven't used the "Welcome" password yet.

3. Are you a new student?

   testesst

Verify Student Identify

Before releasing any student information or resetting a password they must successfully answer three security questions.

1. Open and login to Student Lookup.
2. Ask for their student ID and enter it into Student Lookup. You can accept their full name with middle initial at this step, but you'll have to ask an additional security question later.
3. Verify it's the correct entry by asking their full name with middle initial.
4. Ask them the necessary number of security questions:
   • What is your street address on file?
   • What is your date of birth?
   • What is your student ID?
5. Copy their username for the next steps.

Reset the Password

test

1. Open and login to Password Resetter.
2. Paste their username into the dialogue box.
3. Click Submit to view this informational screen.
4. Click Submit again to generate a temporary password. You'll want to keep this tab open until the call is over in case you need to reread the password to them.
5. Read them the password.
6. Tell them to go myBay and click Password Manager. At this point, using your own judgement, you can break out a line like, "Would you like me to stay on the line as you type in the password?" and react accordingly.

If you run into problems here, I repeat this section again and if that fails I make up a reason and tell them to call back tomorrow.

When Problems Arise