Purpose
A security question helps verify your identity when you need to reset your CareSmartz360 password. Depending on when your account was created, you may have selected a security question during registration or may need to update a question that was assigned to your account.
Security questions may also be referred to as security verification questions, account recovery questions, password recovery questions, or challenge questions.
New users registering as of Q4 2026 are prompted to select and answer a security question. Users with older accounts, particularly the agency’s initial administrative user, may have been assigned a security question and should review it to ensure they know the correct answer.
Before You Begin
To update your own security question, you must:
Be able to sign in to CareSmartz360.
Know the answer you want to use.
Select an answer that you can reliably remember.
Have access to the email address associated with your CareSmartz360 profile if you need to reset your password in the future.
To add or remove questions from the agency’s list of available security questions, you must have access to administrative settings. Users without the appropriate administrative permissions must contact an agency administrator.
Important: Your security question answer should be memorable to you but difficult for someone else to guess. Do not share the answer with other users.
Update Your Security Question
Use this workflow when you want to select a different security question or change the answer associated with your account.
Step 1: Open Your Profile
Sign in to CareSmartz360.
Locate the profile icon in the upper-right corner of the page.
Select the profile icon.
Select your username, which appears as the first option in the profile menu.
Step 2: Open Security and Privacy
Your profile contains two tabs:
Personal Information, where you can maintain information such as your workplace and job title.
Security and Privacy, where you can update your password and security question.
Select the Security and Privacy tab.
Step 3: Edit the Security Question
Locate the security question section.
Select the Edit icon.
Open the security question list.
Select the question you want to use. The list includes the available default questions and any custom questions created by your agency.
Enter your answer.
Select Update to save the change.
n.b. if you choose to "Type Your Own", the question will only be availble to you. If you want/need the question to be available globally for your users, you will have to configure it in the Admin Settings.
Best Practices for Selecting a Security Question
Choose a question that:
Has an answer you are unlikely to forget.
Has one clear and consistent answer.
Is not based on information that coworkers, acquaintances, or members of the public could easily discover.
Is unlikely to change over time.
Does not require you to remember a particular spelling variation, abbreviation, or date format.
Avoid questions whose answers may be:
Publicly available on social media.
Commonly known within your agency.
Shared by several people.
Subject to change.
Entered in several different ways.
For example, a question about a childhood nickname may be easier to remember consistently than one about a frequently changing preference.
Manage the Agency’s Security Questions
This workflow is for administrators who need to add a custom security question or remove an unused question from the agency’s available list.
When to Use This Workflow
Manage the agency’s security questions when:
The available questions do not provide suitable options for users.
Your agency wants to add questions relevant to its users.
An unused custom question is no longer needed.
You are preparing the agency’s account recovery options before onboarding additional users.
Administrative access is required. If you cannot access the settings described below, another user with an administrative role must complete the process.
Step 1: Open the Security Question Settings
Sign in to CareSmartz360 with an administrative account.
Open See All Settings.
Select Configuration.
Select Manage Security Questions.
Step 2: Add a Security Question
On the Manage Security Questions page, review the existing questions.
Select Add Question.
Enter the new question.
Complete the available save action to add it to the list.
The new question becomes available for users to select when configuring or updating their security question.
Best Practices for Custom Questions
Write the question using clear, plain language.
Make sure the question is appropriate for all intended users.
Avoid questions that request sensitive personal, financial, or medical information.
Avoid questions with answers that are easy for other people to discover.
Do not create duplicate or nearly identical questions.
Check spelling and punctuation before saving.
Agree on a small, useful set of questions instead of creating an unnecessarily long list.
Step 3: Delete an Unused Security Question
Locate the question on the Manage Security Questions page.
Select the available delete action.
Complete the displayed confirmation, if prompted.
A security question can only be deleted if no user has selected it. Once a question is associated with a user’s account, it must remain in the system and cannot be deleted.
Important: Review a custom question carefully before users begin selecting it. After a user selects the question, it can no longer be removed.
Common Scenarios
A New User Is Registering
New users registering as of Q3 2026 are prompted to select and answer a security question during registration. The user should choose a question with an answer they can remember and enter consistently.
An Existing User Has an Assigned Question
Some older accounts, particularly the agency’s initial administrative account, may have a security question that was assigned previously. The user should open Profile > Security and Privacy and update the question and answer before a password reset is needed.
A User Wants a Question That Is Not Listed
An agency administrator can add a custom question under See All Settings > Configuration > Manage Security Questions. After it is added, the user can return to the Security and Privacy section of their profile and select it.
An Administrator Wants to Remove a Question
The question can be deleted only if no user has selected it. Questions already associated with user accounts must remain available in the system. Reporting on security question usage is not available.
A User Is Preparing for a Future Password Reset
The user should confirm that:
They know their username.
They can access the email address associated with their CareSmartz360 profile.
Their security question is one they recognize.
They can provide the correct answer.
The username, profile email address, and security question are part of the information needed during password recovery.
Advantages and Considerations
Advantages
Provides an additional identity-verification step during password recovery.
Allows users to select a question they can remember.
Allows administrators to add custom questions for their agency.
Gives users control over their own security question and answer.
Considerations
Answers that are easy to research or guess may provide weaker account protection.
Users must remember how they entered the answer.
A custom question cannot be deleted after a user selects it.
Users need access to the email address associated with their profile when completing password recovery.
Troubleshooting
I Cannot Find Security and Privacy
Confirm that you opened your personal profile by selecting the profile icon and then selecting your username. The Security and Privacy tab appears within the user profile, next to Personal Information.
I Cannot Access Manage Security Questions
Managing the agency’s list of security questions requires administrative access. Ask a CareSmartz360 administrator at your agency to add or manage the questions.
I Cannot Delete a Security Question
A question cannot be deleted after a user has selected it. This prevents a user’s configured security question from being removed from the system. Select another unused question for deletion or leave the question available.
My Preferred Question Is Not Available
Ask an agency administrator to add the question under See All Settings > Configuration > Manage Security Questions. Once it is available, return to your profile and select it from the security question list.
I Do Not Remember My Security Question Answer
Use your agency’s approved account-recovery or support process. Do not repeatedly enter different answers or share possible answers through unsecured communication channels.
I No Longer Have Access to My Profile Email Address
Contact your agency administrator before attempting a password reset. Password recovery requires access to the email address associated with your CareSmartz360 profile.
Associated Reports
There are no reports required to configure, update, or manage security questions.
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