Security Check
Where do we go to complete a Manual Security Check?
Our account management tool. Called ....
What could be a reason for a player not being able to remember their DoB?
If they used a fake one (could be related to not being old enough)
BONUS ROUND: Each correct answer gives 100:
Give me examples of NON-Account management queries we can help with pr. Email. 1 answer only pr. line.
What is an Inqury?
A follow up case, if player had more question about the same issue, or the same issue is still present.
What is the first security question, and where do we find the answer?
First and last 4 credit card numbers, and we find it in transactions or Billing Details.
Where does the player change their DoB?
They cannot do it themselves, they have to call us.
How do you know if you need to change something in an Email template?
It has square brackets around it [ Insert text ]
How can you determine with the Player if it is an Inquiry?
Ask the Player, "are you contacting us about an existing case?"
What is the second security question, and where do we find the answer?
Original Console Serial number, and Events - First Known Device.
What kind of query is DoB change, and do we need to do a Security Check?
Account management Query, and security check is required.
What do you do if the player did not provide their OID or SIID?
You ask them to provide, by sending Cannot find the account - non Account management query template.
Where do we put the case number, after provided by the Player?
Into the "Original case" field.
What is the third security question, and where does the player find the answer?
Transactions ID of a recent purchase, ask the Player to check their email inbox.
What do we do after passing security with the Player in DoB change request cases?
Confirm their DoB
What do you have to do if an Email is out of your skillset?
Reassign it to the correct language or skill.
Where do you log the case comments for the interaction with the Player?
You put case comments in the Inquiry case.
In case the Player fails both security checks, can we help them with anything?
Yes, we can still offer self-help, send them an email about our security questions, and in case the account is compromised or used by an underage user, we can always remove the ....
What do we need from the Player, before we can change the DoB on their Account?
We need ID, to confirm their real DoB.
What do you always have to do at end of shift?
Reassign the email back to the queue, so another agent can pick it up.
Which case number do you give to the Player, when it is time to give this?
The Original case number, never the Inquiry case number. (Which is why emails should be send from original case also.)