Writing Sample #6

Customer support response with an embedded task.

Hello _____ ,

We appreciate you reaching out to us with your concern. [Product Name] provides a simple way to handle multiple ID formats for the same user.

The Username Normalization option is an on/off feature enabled in the Protecting Applications section of the Admin Panel.

When enabled, username normalization strips domain information from the user ID before authentication.

For example, “njones,” “DOMAIN\njones,” and “[e-mail]” all resolve to a single “njones” [Product Name] user.

Owners, Administrators, or Application Managers can enable username normalization.

1. Log into the Admin Panel.

2. Click Applications in the left sidebar, then click the Protect an Application button or the Protect an Application submenu in the left sidebar.

3. The Protect an Application page lists services you can protect with [Product Name].

4. Select the application you want to protect (or revise) and click the Protect button.

5. You’ll see the application’s properties page, where you can update the settings for that application.

6. Scroll down to the Username Normalization section.

7. To enable Username Normalization, click the radio button next to Simple.

8. Click the Save Changes button at the bottom of the properties page to enable the change.

If you have any more questions, feel free to let us know. We’re happy to help you address this concern.

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