Norton Life lock

Norton

Life lock

CSP packages

Strategy

100

When should you update a customers account email?

Only when needed to secure a save otherwise instruct them how to do it themselves or transfer to members services

100

What do we need to pull up an account in preview mode?

Last 4 of ssn, last name and birth year

100

What does CSP stand for?

Cyber security platform

100

You should always offer ______ first.

Days

100

What article should you use in Norton KB if you have questions about verifying into a Norton account?

Policy: Verifying account ownership

200

How do you void out an email already in use so you can update their current account email?

If there is an account already exists under the email address that belongs to the customer, but is not the account the customer wants or should use, confirm ownership of the account (refer to Policy: Verifying account ownership). and then modify the email address by appending the following to the domain of the email address: notusing.norton.com.

200

What do you need to collect to pull an account up in full mode?

Full social and DOB

200

What are the 3 out of 5 new things in our 360 line up?

VPN

Webcam security

Online back up

Dark web monitoring

Family parental controls

200

Before we offer to change plan we should ______ to see the customers needs? 2 examples

Probe,

How many device do you have in your household?

What had you enroll in antivirus protection in the first place?

Do you bank or shop online frequently?

Do you access public WIFI while at airports, hotels, restaurants, etc?

Do you have anything in place should someone get a hold of your personal information? Have you ever been part of a breach?

And may I ask you how many devices do you currently use in your household (i.e. tablets, laptops, desktops, cell phones, etc.)?

Do you have children in the home that utilize devices in your home for video gaming, homework, games, etc?

200

What article in Norton walks you through how to update customers email?

Info: Customer wants to update their account email address

300

When should you advance verify? (3 answers)

Request to remove or disable Norton Family app from a device.
Add or change the email address or phone number on the account. Read Info: Customer wants to update their account email address.
Add or change the credit card number or expiry date on the account via Secure IVR (including when placing orders).
Provide the last four digits of the credit card.
Send or forward any account related email to an address other than the Norton account email address
Disable a Norton account. Read Policy: Norton account delete requests
Transfer a subscription to another account
Disable a seat
Disable a product key.
Before adding/editing any changes to the original Invoice during Manual Invoice creation
Before providing the product Key
Process a refund, which will not be refunded to the original credit card or payment method

300

Life Lock Authentication process what do we use in order?

Verbal passcode/security questions

KBA quiz

Additional Criteria

300

What are the steps to enroll a Canadian customer into the new 360 line up?

Collect the SKU and place the order through encore.

300

What are 3 things that must be done on each Norton call after verification?

Active email

Case number

Survey email

Upsell to Life lock

300

What article in LL KB should be used for questions about authentication?

Authentication process overview

400

What are two forms of basic verification?

First name and Last name
Phone number
Email address
Product serial number
Product key
Full address (billing or shipping, only considered one element if they are the same)
Last four digits and expiration of the credit card or the bank account on the billing profile (this may not be applicable for some APJ countries such as Korea)
Order number
RMA number

400

What can the billing contact do?

Verify/Update Billing Information

Change Promo Code

Upgrade Account, and verify email addresses to do so.

Downgrade Accounts, and verify email addresses to do so.

Add members

Cancel Members and/or Entire Organization

Only for their own account:

Update and Review information (address, phone number, etc.) and Alerts

Request temporary passwords/user ids (verbal or email)

Verify PII

Change Security Questions or Answers

Review credit score

Complete authentication quiz

Change Name

400

We should always attempt to _______ before offering a discount.

Close on re-education

Upsell to Life lock

Offer days

400

When should you offer to change the plan?

As a last resort only, or if the current plan does not meet household needs.

400

What article in LL KB would you use to find the fax number or address to mail documents?

Info: Member needs to send documents to LifeLock

500

What question is required on any cancellation?

Why did you originally choose Norton?

500

What are the steps for failed authentication?

Click the "Auth Failed" button to create a critical note.

Read the following: "<<Member's name>>, because you were unable to <<answer your security questions/provide your verbal passcode>>, we'll need to take some additional steps to verify your identity. I do apologize for the inconvenience."

Determine the situation

If logging in online: account unlocks immediately. For faxed documents: 3 business days. For mailed documents: 7-10 business days.

500

What is the reimbursement for stolen funds and coverage for personal expenses for each standard, advantage and ultimate plus.

UP to

25,000 for standard

100,000 for advantage

1 million for ultimate plus

500

What is the first step of the save strategy?

Re-education

500

What article could you use for rebuttals in your Norton KB for why did you originally choose Norton?

Info: Why choose Norton?