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Use case · Self-Care & Customer Care

Subscriber Verification

Agent verifies subscriber identity using security PIN or challenge questions.

CRMIAMParty Mgmt
Care agentPrimary actor
Self-Care & Customer CareCategory
3Modules involved

At a glance

Trigger

Before any account change

Primary actor

Care agent

Outcome

Only the real customer can make changes

Main flow

The usual path from start to finish.

  1. 1
    Ask security questions or PIN

  2. 2
    Or send a one-time code

  3. 3
    Check answers

  4. 4
    Record verification

  5. 5
    Allow the change

Exceptions & alternate flows

Fails verification

Limit to general help

Systems & modules involved

CRMIAMParty Mgmt

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

CRM→IAM_Generic_Infographic.html→Party Management→Previous: 360° Account View→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.