PII
TRUE OR FALSE
The full routing number is sensitive PII that must be removed
False
What Tier is an Abusive Customer complaint?
Double Points ✨
It has no Tier
"How can I change the phone number on my account?"
US: Cash App {Edit/Add Alias}
The section located at the right on CF1 is called...
Lightning Panel
Who was the first Disney princess?
Double Points ✨
Snow White
Give 3 examples of sensitive PII that must be removed
SSN, Card Numbers, Bank Account Numbers, Passwords, PIN, TIN, EIN, Security Question Answers
When do we use "Explanation of the Circumstances" as the Resulting Action in a complaint?
"I just want to know if I received my direct deposit, I am currently driving so I can't check it."
US: Cash App {Customer Driving}
When can we use the Toggle Option?
Double Points ✨
When we are waiting for an answer or reaction from the customer (After sending the resolution or asking a question)
How many hearts does an octopus have?
3
TRUE OR FALSE
Failing to remove sensitive PII from a case is a P0
False (It is a P1)
"I am so tired of you guys, I will report you to the Better Business Bureau"
What is the tier of this complaint?
Tier 3
"My Cash App is not working, when I open the app I just get white screen and I can't see my information"
Double Points ✨
US: Cash App {Glitchy App - iOS/Android}
Where can we find the accounts that are linked to the customer's SSN?
Connected Graph in Regulator
How many minutes are in a full week?
10,080
How we reply if the customer sends sensitive PII in the chat?
Double Points ✨
We send the QT US: Cash App {PII Provided - Add On}
If the customer pushes back on or is dissatisfied with the resolution you’ve provided and you're unable to provide a different response (After flagging the complaint) what QTs should we use?
Cash App {Complaints - Matter Closed - NFI} and Cash App {Complaints - Matter Closed - Final}
"I changed my phone number and now I am unable to login into my account"
US: Cash App {Account Access - Login Troubleshooting}
Where can the customers find their payment history in app?
The activity tab
What is acrophobia a fear of?
Double Points ✨
Heights
What type of information are we able to remove from a CF1 case when the customer shares PII.
The email attachements and the case description
"You closed my account for no reason without telling me, this is unfair and a violation of my rights. You need to explain why you did this or reopen my account."
What is the Tier of this complaint?
Double Points ✨
Tier 1
"This is not my account, is my mother's. Can you help me recover my old account?"
(TRAUMAAAAAA)
US: Cash App {Unrelated Account}
Were can we find the direct deposits in Regulator?
The transactions and accounts tabs
In what year did World War II end?
1945