AOV
What is AOV?
Account Ownership Verification
Name the 3 tools we use as agents.
Confluence
Ticket Master
The Support Tool
How do you know if you have the right account?
The users story matches up with the information provided in the Support Tool and Ticketmaster: username, persona, emails, country, HWID, IP etc.
Name the 2 types of security that user can choose from.
Steam Guard Email
Steam Guard Mobile/2FA
Give an example of a lock we can handle as an accounts agent?
Suspected HJ
User-requested Lockdowns (self-lock)
When do we need to verify account ownership?
What is when making security changes (password, phone number, email changes, etc.)
In Ticketmaster, how many tickets do we pull at one time and why?
10 tickets so we don't keep the user waiting too long
How do we know if a user needs a password reset?
Possible failed logins
User tell us
The story matches up with what see in the support tool
What is the cooldown/restriction given when a user removes 2FA security?
What is 15 days (No Trades & No Market)
Give 2 examples of situations where we would not close a ticket right away?
We’ve not answered their question
Legal threat
Self Harm
The 3 parts of the triangle we use to determine account ownership?
The Story
Confidence
Critical Thinking
Name 3 things you can find on the Activity Tab.
Security level
Playtime
Account Security History
Account IP History
Failed Login Attempts
Name 2 things that might make you think an account is contested?
Multiple tickets from different users
Security changes going back and forth between users
HWID usage from different users
Purchase info from more that one person
What is the cooldown/restriction given when a user adds 2FA?
7 days Escrow Trades (items held for 15 days)
Name 2 things that a user must do in order to delete their account.
Log into the account
Create a ticket under the Delete my Account category
Prove ownership
Name 2 typically weak indicators for proving ownership.
Persona
Games
Gifts
Name 3 ways we can search for information in Confluence.
Search bar
Page Tree
Hot Keys (Ctrl F)
List 3 indicators of an hijacked account
Account credentials (PW, Email, Phone and security) get changed
New HWID on the account
Recent logins from another county
What is the benefit of transferring 2FA to a new phone?
They only have a 2 day hold
Can trade freely after just 2 days
Avoid the 15-day restriction for removal
What is the difference between Family View and Family Share?
Family View is a parental control feature that limits access to specific games and areas of Steam.
Family Share allow us to share our games with friends and family
Name 3 typically strong indicators that verify ownership.
Original Email
Payment information
CD Keys
HWID/IP addresses
Where would you go to verify a CD key on the account?
Search Steam on The Support Tool
Purchases & Billing tab
What are 3 ways users can protect their accounts from being hijacked?
Update email and passwords
Add 2FA
Avoid giving our personal information out
Not clicking on unfamiliar links
Understanding of HJ techniques
List 3 common problems user might have with 2FA or their phone number.
Lost or damaged phone
Change in phone numbers
SMS code doesn’t work
Can’t find the phone
No cell service
Phone number not working
Too many attempts
Trying to add a VOIP number
Didn’t enter SMS code in time
Mismatched phone time
Explain the feedback process we use here at Blueprint.
Giver’s feedback goes to the TL
TL either accepts, coaches or rejects the feedback
If they accept the feedback goes directly to the agent
Message can be added for coaching