Customer Support Question window

Overview

The Simplifile Customer Support Questions window is used to set a question and associated answer that is used to get support.

Customer Support Question window screenshot

If your Simplifile environment has the security policy disabled or if the Set required security questions option in your enabled security policy is disabled, you won’t see the Support Question row or the Edit Support Questions button in the My Settings page.

When your organization’s security policy is enabled (the Security policy enabled box is marked) and the Require security questions box is marked, the first time users try to open Simplifile they need to provide answers to six questions—five that Simplifile can use to verify their identity online, and one that Simplifile Support can use to verify their identity if they need to call in.

The users choose the question they want to answer from a predetermined set of 26. The answer is encrypted and securely stored. Users can change the support question at any time.

NOTE: Simplifile users can change their security questions and answers at any time from the My Settings page. For more information, see the My Settings page topic Change your support access question task.

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Open the Customer Support Question window

  1. In the My Simplifile Toolbar (in the upper-right corner of the page), select the right-most User Settings button (similar to My Simplifle toobar User tools icon) and select the Profile link. The My Settings page opens in the right panel.

  2. Scroll to the bottom of the page to the Personal Application Settings section.

    If security questions are enabled in your organization's Security page, the Security Questions and the Support Question rows are displayed.

  3. In the Support Question row, select the Edit Support Question button.

Enter your customer support question choice and answer

IMPORTANT: You will not see the phone support question if your organization has not enabled this feature.

In the Support Question row:

  1.  Open the Customer Support Question window.
  2. Select the select a question dropdown arrow. A list of security questions is displayed.
  3. Select the wanted security question. The question is displayed in the field.
  4. In the Answer field, type your answer to the question.

    QUICK TIP: Use short answers that you will remember.

  5. In the For security, enter your current password field, enter your current password.
  6. Select the OK OK button button. The security questions are saved and the window closes.