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1. Verify User Identity

  1. In Dynamics 365 Customer Service, open the Contact record for the customer.
  2. Confirm the user’s identity by verifying:
    • Full name
    • Email address or username
    • Any additional required security questions per policy
  3. Document verification in the Case Timeline.
2. Confirm Eligibility for Password Reset
  1. Check if the account is active and not locked for security reasons.
  2. Review the Account Status field in Dynamics 365:
    • Active → proceed to reset.
    • Inactive/Locked → follow account reactivation steps before reset.

3. Launch the Password Reset Application
  1. From your agent desktop, open the Password Reset Application.
  2. Enter the user’s username or registered email address.
  3. Select Initiate Password Reset.

4. Choose Reset Method
  1. Ask the customer how they’d like to receive their reset code:
    • Email (default)
    • SMS (if configured in their account)
  2. In the application, select the corresponding method.

5. Guide the Customer Through Reset
  1. Instruct the customer to check their email or mobile device for the reset code.
  2. Have them enter the code into the Password Reset application.
  3. Prompt them to create a new password that meets complexity requirements:
    • Minimum length (per policy)
    • Mix of uppercase, lowercase, numbers, and special characters
  4. Confirm they can log in successfully.

6. Update the Case in Dynamics 365
  1. In the customer’s Case Record, add a note in the Timeline:
    • “Password reset completed on [date] via Password Reset application. Method: [Email/SMS].”
  2. Mark the case as Resolved.
Additional Notes
  • If the customer does not receive the reset code within 5 minutes, verify the contact details and resend.
  • If the reset fails twice, escalate to the Tier 2 Support team.
  • Remind the customer to keep their new password secure.
Keywords: This article outlines the process for guiding a user through a password reset request. The steps assume the agent is working in Dynamics 365 Customer Service and the customer has access to the Password Reset application.