Q1
1. Define the difference between primary and secondary contact
Secondary contact can do everything on the account but cannot add, edit or delete primary person on the account.
Primary contact can do everything on the account.
2. True or false? During authentication, if caller is unauthorized contact, we cannot assist them nor provide general information.
Answer: True
3. Under customer service, what are the two main service tasks that we support?
Answer: front end support and case management
4. What are the first two main tools that we use upon receiving a call?
Answer: salesforce and perform
5. What are the two verification details we need?
Answer: Client ID number & first and last name