Compliance
Before making any account access changes, this must always be completed successfully.
Completing the required ownership and identity verification
The first step in troubleshooting an account access issue is identifying this.
What is the specific access problem
Even when denying a request, an agent should always communicate using this approach.
clear, professional, and empathetic communication
Every account access case should contain this before closure.
This policy requires employees to keep their workspace free of sensitive customer and company information when it is not being actively used.
Clean Desk Policy
A user says they're the Account owner and demands immediate access. Policy requires agents to rely on this instead of job title or urgency.
approved verification requirements
A customer says, "I can't log in." Before troubleshooting, what key information should be determined?
The exact point of failure (password, 2FA, email, disabled account, or another issue)?
A customer becomes frustrated during verification. What should the agent avoid?
promises or bypassing policy
A previous agent left incomplete notes. What should the next agent do?
review the case, gather missing information, and document all actions taken
Before leaving your workstation for a break or the end of your shift, these two actions should always be completed.
securing confidential materials and locking or logging off the workstation
A customer submits documentation that appears inconsistent with account records. What should the agent do?
stop the process and follow the appropriate protocol, Send CR and Help Center Link and close case as Support Abuse
Multiple login failures occur after a password reset. What should the agent verify before proceeding?
whether the customer is using the correct credentials and recovery method
When additional information is needed from the customer, the request should include this.
Clear explanation of what is required and why
What is the Async chat pause timeline exactly?
3 minutes Follow-up Prompt
3 minutes Communication to user
1 minute Pausing the case
These are the three AUX states you should not use unless specifically instructed by your supervisor or management.
Backlog
Meta Training Meeting
Community
What is the best tool to locate Meta Voice, and where specifically inside this tool can it be found?
Knowledge Base - Additional Resources - Case Management - Communication Standards - CR Matrix
A customer reports losing email access, their phone, and their authentication device. Before determining the resolution path, what must the agent establish?
whether they can successfully complete the required ownership verification
After denying access, what should an agent explain?
Why they were denied access using standard CR and offer next best action
When closing a case, you have exhausted all troubleshooting methods "What would you close this case as? "
Cant Reproduce
Employees are expected to wear this type of clothing while reporting to work.
business casual or attire that complies with the company's dress code
A verified user requests access to another person's account, claiming they have verbal permission. What is the compliant action?
deny the request unless policy-approved authorization requirements are met
A Business Admin cannot access their Business Manager account while other admins can.What article can this information be found and what are you closing this case as?
AA Identification Protocol , Though the direct link is TBD. You can still offer the Facebook Help Center Link and Case will be closed as "Support Not Allowed"
A customer repeatedly demands exceptions because of lost revenue. What is the best communication approach?
Acknowledge the concern while consistently applying policy and explaining the available options
During review, you discover an earlier action may not have followed policy. What should you do?
Document the findings and follow the appropriate review or escalation process
What are only approved items permitted on the production floor policy
company-issued equipment, required ID badge, clear water bottle if permitted, etc.