Validation
Why is Validation Important?
To ensure that we are speaking to the right person.
How many hierarchies are there in Salesforce for customers?
There are 3 Hierarchies
What is the PC Optimum Program?
The PC Optimum program is a loyalty rewards program that allows customers (cardholders) to earn and redeem points for purchases made at participating stores.
What is PCMA?
PC Money™ Account is the only no monthly fee bank account that rewards you with PC Optimum™ points for your everyday banking and spending, and lets you earn interest on your savings balance
How many PCMC cards are there?
There are 4 PCMC Cards
List 2 Questions that can be asked for Primary Validation for a customer that is not IVR Validated
What is the name on the account?
What is your DOB?
Where is the personal information of a customer located in Salesforce?
Customer Tab
How can customers register for the PCO Program?
Customers can register for the PC Optimum program online at pcoptimum.ca by creating a PC™id (an email and password login).
What is the current interest on the saving feature?
Interest rate 2.2%
Which PCMC card has an annual fee? And how much is it?
PC Insiders World Elite Mastercard - Annual fee is $120
What actions/requests are considered as Low-Risk Secondary Validation?
Any Maintenance process not listed in the High-Risk Maintenance Call list which requires secondary validation
Where can authorized users be seen in Salesforce?
Financial Account Tab and Cards Tab
How can customers earn points from the PC Optimum program?
The program enables customers to earn points on their purchases that can be made at any LCL stores and other retailors by presenting their PCO physical Card, their Virtual Card on the app as well as providing their phone number linked to their PCO Card
How many PCO points are earned for Loblaw Banner stores and Shoppers drug mart?
10 PC Optimum points per $1
25 PC Optimum points per $1
What is the standard purchase interest rate for all the PCMC Credit Cards?
The interest rate is 21.99%
If customer calls in to request a new card and they are not IVR Validated but they are calling from the number on file. How many validation questions should be asked from the customer?
2 Validation questions
What is a workflow in Salesforce?
A workflow in Salesforce refers to a predefined process or set of actions that can be performed on records within Salesforce to assist agents in managing customer accounts and requests efficiently.
What is Householding?
It is process where customers that have PCO and PC Financial can pool together to earn more points quickly.
It is a Maximum of 2
What is the minimum Eligibility amount for PC World Mastercard?
What is the minimum Eligibility amount for PC World Elite Mastercard?
Minimum $50,000 (personal) or $80,000 (household) annual income required - Word Mastercard.
Minimum $80,000 (personal) or $150,000 (household) annual income required. - World Elite Mastercard.
What steps are to be followed when a customer is unable to receive an OTP via email or Phone number?
Select the toggle beside Customer unable to receive OTP.
Select the most applicable reason OTP validation was not possible then click finished.
Proceed with asking Verbal Secondary Questions
Name 5 things that can be seen on the CUSTOMER Page of Salesforce?
Customer Details/ Information
Status Codes
Call Log
Cards
Financial Account Details
Cases
How can points for the program be redeemed? And what is the minimum number of points that can be redeemed.
What can't be redeemed with PCO points?
Points can be redeemed at the point of sale in participating stores for discounts on purchases.
Points can be redeemed for statement credits on PC Financial Mastercard balances
Minimum redemption is 10,000 points, which equals $10 in rewards, redeemable in increments of 10,000 points.
Points not redeemable for alcohol, tobacco, gift cards, and certain other items.
How is a PCMA different from other bank accounts
The PC Money™ Account is the only bank account that offers you two different ways to get more from your money. Earn PC Optimum™ points on your everyday banking and spending transactions, while also earning interest on your savings balance. With just one account, you get the best of both worlds. You can also use your card everywhere Mastercard® is accepted, including online and when travelling abroad.
What are the perks that you get when you have PC Insiders World Elite Mastercard?
Unlimited $0 grocery delivery & pickup
Earn up to 7c/Litre in PC Optimum points
4% back in points at LCL stores and an additional 2% on eligible pickup orders
5% back in points at Shoppers Drug Mart and Pharmaprix
4% back in points at Joe Fresh Stores
Travel emergency Medical Insurance - For trips up to 10 days of departure, for those under the age of 65
Car rental Collision/ Loss Damage waiver Insurance
Collision damage and theft coverage for your car rental needs
Identify Theft assistance service
To help you avoid identify theft or restore your identity
Concierge Service
24/7 concierge service to make dinner reservations, reserve even tickets, deliver gifts and more.