Authentication
What are the three main authentication method?
Last 4 digits of registered phone number
Last 4 digits of registered phone number and Last 4 characters of registered document
Identification via OPS
Where can we found the Legal name in OPS Panel?
Compliance Panel Right Side Under Data > Legal Name
True or False: Say "case will be forwarded to the right department for handling"
False.
Never say "case will be forwarded to the right department for handling"
If the conversation is Pending how long will you snooze the conversation?
Later today
True or false: Reward rates are set by Crypto.com based on market conditions if the customer's CRO is locked and not staked on-chain.
True
Scenario 1: The customer is contacting us via In-App Chat and wants to reset their passcode what authentication method should we use?
No Authentication needed
Where can we locate information regarding any restrictions that may be in place for the customer's account?
CS Panel > Identity > Crypto Enabled Status
Compliance Panel > Wallet Verification > Crypto Enabled Status
True or false. If you don't know how to handle a concern or problem inform the customer and escalate the case to seniors or manager.
False
With Pending Customer status or without status
Does the virtual card required activation?
Scenario 2: The customer is contacting us via Crypto.com Web with URL prod-alfred-fe.crypto.com and wants to know the balance on their account. What authentication method should we use?
No Authentication needed
CS Panel > App > Cash Account
Our goal is to improve our conversation handling by not reading a ticket throughout, asking questions that have already been answered, or taking actions based on not reading a ticket beforehand.
False
If the conversation status is Escalated how long will you snooze the conversation?
Which provider does our Visa credit card fall under?
Bread Financial Inc
Scenario 3: The customer contacted us via in-app chat. There was no information in the qualification field, but the customer wanted to request a new card because their old card was damaged. What authentication method should we use?
Last 4 digits of registered phone number + Last 4 characters of registered document
Always ensure that the Intercom conversation is linked to all unresolved Jira tickets, related to it.
True
If you are off on the 5th day, How long will you snooze the conversation?
Snooze the conversation for the closest shift after the required days have passed
How can customers from Australia activate their CDC prepaid card?
Card tab > More > Settings > Request Physical Card > Activate Card > Enter the 3 digit CVV on the back of their CDC Prepaid Card, Create and enter a card PIN
Changing the PIN can only be done within the CDC App
Scenario 4: The Customer wants to update the typo on his Address on the Crypto.com App. What should be the authentication we should use?
No Authentication Needed.
How to locate Customer's Account in OPS?
Give at least 3 way on how to locate Customers Account in OPS
OPS Panel > Type Name,Phone Number, Email Address, User ID, Unique user ID etc
Conversation Handling is the general process of handling customer inquiries, overseeing and providing the resolution. It includes:
Give at least two.
- Assignment of the case to your Intercom Inbox
- Categorising the conversation
- Handling the case per relevant process
- Leaving the needed notes
- Confirmation of the resolution from the customer
Scenario 1: Example Today is (December 27,2025), you have a conversation and are about to snooze it with a Jira ticket. How long will you snooze the conversation?
Until January 2, 2026
How can customers request a physical card?
Customers can request physical card on their crypto.com app.
Card tab > More > Settings > Request Physical Card