Status Codes
Where do we see status codes?
In Salesforce, near the top left corner, below the customer information.
We can also find status codes one very hierarchy.
I would like to add trusted devices for my online account. How many devices can I add?
10
What impact does failing to update your call records properly have on you?
Autofail on QEF
What is escalation?
A situation where the issue/problem is moved to the next level for resolution.
It can happen anywhere through various mediums like in-person, over a call, or through an email.
What system will you use to unlock a customer’s account?
Salesforce
Card activation
What happens if the cardholder is unable to answer their Personal Verification questions?
will be locked out for 2 hours
There are 4 essential rules in Call records. Give at least 2.
1.IVR Validation scenarios must be captured in the Call Records.
2.Call Records must be linked to the Customer, Financial Account, and Card records.
3.Don't create a Call Record when there's an existing one.
4.Never leave comments in the Call Records.
What does HEAT stand for?
Hear them out
Empathize
Apologize
Take Action
How does a customer's online account get blocked?
A customer’s account gets blocked when they fail to enter the correct 2FA Code three times.
You received a call and upon looking at the account, there is a WASF on the account. What does this mean and what do you need to do?
Watch Security Fraud
Transfer the call to RSA Fraud
Jennifer Aniston wants to request a 2FA code via phone call, how many telephone numbers can she see displayed?
Up to 2 phone numbers are displayed.
What should you keep in mind when creating a manual call record?
Make sure that it is always mark as Completed
How did we define Complaint?
Dissatisfaction, whether justified or not, expressed to an institution with respect to:
a)product or service in Canada that is offered, sold, or provided by the institution, or
b)the manner in which a product or service in Canada is offered, sold, or provided by the institution
How does a customer's online account get locked?
A customer’s account gets locked when they have entered the incorrect password five times.
If an account has a PD status and the CH was asking you why that happened? What will you do as a Tier 1 A agent.?
Transfer the call to another Tier 1 Agent
You want to create a case after assisting customers to create an online profile, what should I select in the case type?
Online Navigation Related
SYstem suppport
If the caller fails to answer a Primary validation question correctly, what should you do?
Perform OTP Validation.
If OTP validation is not possible, replace the failed question using the Questions List for Verbal Validation section.
What is Feedback?
Feedback is the reaction towards something like a customer’s reaction toward a PCF product or service.
It can be positive or negative.
When unlocking an account in Salesforce, what sort of case would you create?
You would not create a Case.
Provide them with their balance.
Address the RM by confirming the CH's address. If it's the same - transfer to Tier 1
If it's not updated - update the address, refresh SF. If RM wasn't removed automatically, transfer the call to Tier 1 so the RRM can be removed.
What is the difference between trusted devices and non-trusted devices?
The trusted device option ensures that the CH is not asked to complete 2FA the next time they log into the account on that same device. Without adding the device as trusted , the CH will be asked to complete 2FA every time they login on that device.
You receive a call from a CH requesting to change their PIN. The call was IVR validated. What do you have to next?
Access the call record and complete OTP validation. If OTP Validation is not possible proceed with verbal secondary validation.
What is that one important action to take when a customer expresses dissatisfaction with our products or services?
Create a complaint case in SF.
When a customer informs you that their online profile is locked, yet the Unlock/Unblock workflow is not visible in SF, what could be the likely reason?
They were locked out after failing personal information verification and cannot access their account for two hours.