Authentication
What is the main purpose of authentication?
to secure accounts and protect customer assets
How long do you snooze escalations via Jira/Intercom?
5 days
When should you close a conversation?
after the issue is resolved, confirmed by the customer, and notes added
What is one exception where Identification via OPS is always required?
2FA reset
What communication channels are considered unauthenticated
email and webchat (initially)
What snooze timeframe applies when waiting for customer details?
24 hours
What should you send before closing to gather feedback?
the customer feedback macro
In snoozing, what does “Escalated” status mean?
waiting for internal or external input
What is required for video authentication
4EC and a video with ID shown
What happens if the customer is inactive for 5 minutes?
conversation auto-snoozes
True or False: You can close a case without categorizing it.
False
What happens if you miss handing over a pending 4EC at shift end?
risk of delay in customer verification
What method should be used if a customer has no access to their registered phone or email?
The Questionnaire method
What should you do with snoozed cases if you will be off for 5 days or more?
return them to the queue
What automation happens after 10 hours of no customer response post-snooze?
the bot sends a closing remark and closes the conversation
Why should agents not proactively offer the health/technical issue method?
first attempt resolution of technical issues
How long is Identification via OPS valid for multiple account change requests?
48 hours
When snoozing for your next shift, how should the snooze time be set?
at the start or within 30 minutes of your shift
When can you close a Card Upgrade case?
fter Payments acknowledges the ticket
What happens if you unassign snoozed escalated cases before your leave?
they return to the queue for reassignment