Login Flow for Smart Assist with 2FA

Open Smart Assist Link: https://smartassist.flipkart.net/flipkart/

● You’ll be directed to the below page:

● Enter your Username and Password: Your LDAP ID and LDAP password
Note: Your old Smart Assist password will not work
● Click on Submit
● Once you submit, you will be redirected to below 2FA Authentication Page
 ● Click on the SMS panel to expand it
● Click on FetchNo. & Send OTP to get the OTP on your registered mobile number
● If you don’t receive the OTP in some time due to network issues, click Resend OTP option
● If you still don’t get the OTP issue, Kindly check with the IT team to see if the correct number
is mapped to your profile
● Enter the OTP you receive and click on submit. It will automatically redirect you to the Smart
Assist page
● If you forgot your LDAP password, please follow the below steps:

LDAP Self-Serve Password Reset

Please follow the below steps to reset the LDAP (Smart Assist/ Accops VPN/ Versa VPN/
EKL Console/ etc…) password through self serve:
Note:
● Minimum password length must be 8 characters.
● At Least 3 of these characters in the password - Lower Alpha, Upper Alpha, Numeric and
Special.
● Passwords must not be the same as one of the last 5 passwords.
● Passwords must contain at least 5 unique characters.
● Avoid using common words like "Flipkart", "Flipcart" in the passwords.
● Passwords must not contain the user's display or logon name.
● Passwords must not be written or saved offline.
● Passwords or OTP should not be shared with anyone, it’s strictly prohibited.
● Passwords or OTP should not be shared with anyone. Password sharing or OTP sharing is
strictly treated as Zero tolerance

Example Passwords: “P3ace0ut@1935”, “En|gm@^82” and “M@r00n_51”

Password Reset Link: https://authn.flipkart.net/forgot-pwd
1. Enter the LDAP ID in Username tab as shown below

2. Click “Select an option and click Forgot LDAP Password” as shown below

3. Once you select the above option you need to submit and then you’ll be routed to the below
page
4. Select SMS option as shown below and click Send OTP: OTP will be sent to the registered
Mobile number
5. Enter the OTP received on your registered mobile

6. Type New password as per the password policy

7. Re-type the new password you have typed in step (6) and then click Submit
8. If all is correct, you will be getting notification on the same page that the LDAP password has
been changed successfully.
 SOP for Basic Issues (Only CX Users)

1. Agent Phone number is not mapped correctly:

Expected Behaviour:

● If the number is not available, then the user will not get the OTP option and the agent will
not be able to login.
● If the number is not correct, then OTP will be generated to the wrong number and the agent
will not be able to login.

Solution:

● Respective (Ops Leads/ WFM/ Training) POC need to raise a request with CXIDM Team
(cxidm@flipkart.com) for addition of the phone number with following details.
○ Correct LDAP Id: <LDAP ID>
○ Mobile Number: <10-digit number>
● CXIDM Team will raise a request with IT-UAM team
● ETA for the Resolution: 24 Working Hours

2. Agent is not getting the 2FA authentication:

Possible Reasons:

● The correct policy is not added for the agent.

Solution:

● Respective (Ops / WFM/ Training Team) POC’s need to raise a request with CXIDM Team
(cxidm@flipkart.com) for 2FA authentication policy with the following details.
○ Correct LDAP Id: <LDAP ID>
○ Mobile Number: <10-digit number>
○ Subject should be “Enable 2FA”

● CXIDM Team will raise a request with IT-UAM team

● ETA for the Resolution: 24 Working Hours
3. Agent account is locked because of multiple retries with incorrect password -
(15 Mins account will be locked):

● After 5 attempts of login with incorrect password, the account will be locked for 15 mins.
● It will be unblocked automatically after 15 mins.
● In case, if it is not working even after 15 mins, reset the LDAP password using the self-serve
reset option.
○ If it is still not working, respective POC need to raise a request with CXIDM Team
(cxidm@flipkart.com)
○ Correct LDAP Id: <LDAP ID>
○ Mobile Number: <10-digit number>
○ Subject should be “Password Reset + LDAP status check (Disable/Enable)”

● CXIDM Team will raise a request with IT-UAM team

● ETA for the Resolution: 24 Working Hours

4. Not getting OTP for 2FA due to Network Issue:

● At some places, the user will not get OTP due to Network provider issues.
● Please visit the area where you have proper network connectivity.
● If there is an issue with the FK Internal IT team, users will not get OTP, we will keep you
posted about the resolution ETA.

5. User ID will get disable if not used for 15 days:

● Respective (Ops / WFM/ Training Team) POC’s need to raise a request with CXIDM Team
(cxidm@flipkart.com) for enabling the LDAP ID.

○ Correct Active LDAP Id: <LDAP ID>

○ Mobile Number: <10-digit number>
○ Subject should be “Password Reset + LDAP status check (Disable/Enable)”

● If the user is Inactive in the system, respective POC need to raise a new request with CXIDM
(cxidm@flipkart.com) for ID Reactivation.

● CXIDM Team will raise a request with IT-UAM team

● ETA for the Resolution: 24 Working Hours