Launching CSR Assist in Q2 Console User Management – Q2 Documentation

With CSR Assist, you can log in to online banking on behalf of an end user and see the same information that the end user sees.

Note the following details about using CSR Assist:

Before CSR Assist can be utilized, the end user must have logged into online banking at least once, and the status of their Login ID must be Normal.
While logged in on behalf of a user, you cannot accept disclaimers or agreements.
Single sign-on functionality (such as Bill Pay transactions) and the Information Reporting features of the Corporate Banking product are not supported.

To use CSR Assist

In the Profile section of the User or Login pane, select CSR Assist ().
Select a Policy.
Enter your Q2central password.
Select CSR Assist. The end user's online banking Home page displays in a new tab.

CSR Assist FAQs

Does Group Access Mapping impact which CSRs can use CSR Assist to log in on behalf of an end user?

Yes, only CSRs that belong to a CSR Team with at least View rights to a Group can use CSR Assist to log in on behalf of a User that belongs to the Group. CSRs must also be linked to a CSR Role with both of the following rights enabled:

ADMINISTRATION: CSR Assist
USER MANAGEMENT: Manage User Logins

What are CSR Assist policies?

A CSR Assist policy is a set of entitlements and actions the CSR can perform on behalf of the end user while logged in to digital banking with CSR Assist. While policies may vary at your FI, the following are common policy configurations:

View Only
View and Draft
View, Draft, Approve, and Cancel
View, Draft, Approve, Cancel, and Recipient
Full Rights

How are CSR Assist policies configured? Can I make changes to a policy?

Policies are configured by Q2 and your FI during initial project implementation. If you want to add or remove actions from a policy, contact Q2 Support.

How do I allow a CSR access to a CSR Assist policy?

CSRs' access to policies are based on their CSR Role. During implementation, Q2 and your FI configures which policies each CSR Role has access to. You can also allow individual CSRs to access a policy regardless of their assigned CSR Role.

If you want to make changes for which policies a CSR Role or individual CSR has access to, contact Q2 Support.

Why can't I perform a certain action when using CSR Assist?

Some actions may not be able to be performed because the action is not included in the CSR Assist policy being used or the action is not supported by CSR Assist. If you are unable to perform an action, try using a CSR Assist policy with greater access to verify if the action is supported by CSR Assist. If so, and you want to add the missing action to another CSR Assist policy, contact Q2 Support.