A Trivia Quiz On Account Authentication
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Answer questions regarding the Account Authentication process for Collections.
- 1.
If I receive a call warm transferred from an internal Sprint department and the Sprint Representative states that he/she has already authenticated the caller, do I need to re-authenticate the caller?
- A.
Yes. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you need to re- authenticate the caller.
- B.
No. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you do not need to re- authenticate the caller.
- C.
No. When you receive any transferred call you do not need to re- authenticate the caller; the bypass option should be selected.
Correct Answer
B. No. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you do not need to re- authenticate the caller.Explanation
When a call is warm transferred from an internal Sprint department and the Sprint Representative confirms that they have already authenticated the caller, it is not necessary to re-authenticate the caller. This means that the authentication process has already been completed by the Sprint Representative, so there is no need for additional authentication.Rate this question:
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- 2.
If the Passcode matches the last 4 digits of the SSN or tax ID what can I do for the customer?
- A.
Authenticate the caller using the Legacy Authorized Contact Policy
- B.
The caller is authorized to discuss account, process payment and make changes to account.
- C.
The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.
Correct Answer
B. The caller is authorized to discuss account, process payment and make changes to account.Explanation
The correct answer states that if the passcode matches the last 4 digits of the SSN or tax ID, the customer is authorized to discuss account, process payment, and make changes to the account. This means that the caller has successfully authenticated themselves and has the necessary authorization to perform various actions on the account, such as discussing account details, making payments, and making changes to the account settings.Rate this question:
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- 3.
If the Account does not have a PIN, Security Q&A, or a Passcode, what statement is not applicable to the customer?
- A.
Authenticate the caller using the Legacy Authorized Contact Policy
- B.
Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.
- C.
Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account.
- D.
Once the Customer is Authenticated, customer cannot set up the PIN, Security Q&A and Additional Security Notification Method, Change Billing Address, obtain a copy of an invoice electronically (via fax or email) or discuss Call Detail Records
Correct Answer
B. Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.Explanation
The statement "Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account" is not applicable to the customer because the question states that the account does not have a PIN, Security Q&A, or a Passcode. Therefore, the customer cannot set up a PIN or Security Q&A on the account.Rate this question:
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- 4.
How can the customer set up a PIN, Security Q&A, obtain a copy of the bill electronically, or change the billing address if there is no PIN, Security Q&A or Passcode on the account? Pick 2 answers.
- A.
Authenticate the caller using the Legacy Authorized Contact Policy
- B.
The customer can go to a retail store and provide a photo ID in order to have the PIN reset or changed.
- C.
Customer can go online and set up a PIN and Security Q&A
- D.
Customer can go thru the IVR and set up a PIN and Security Q&A
Correct Answer(s)
B. The customer can go to a retail store and provide a pHoto ID in order to have the PIN reset or changed.
C. Customer can go online and set up a PIN and Security Q&AExplanation
The customer can go to a retail store and provide a photo ID in order to have the PIN reset or changed. This option allows the customer to physically visit a retail store and verify their identity by providing a photo ID. This ensures that only the authorized account holder can make changes to the account. Additionally, the customer can go online and set up a PIN and Security Q&A. This option allows the customer to securely set up a PIN and Security Q&A through the online platform, providing an additional layer of security for their account.Rate this question:
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- 5.
If the customer has a passcode and the passcode does NOT match the last 4 digits of the Social Security Number or Tax ID, what can I do for the customer?
- A.
Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account only.
- B.
The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.
- C.
Once the Customer is Authenticated, customer cannot set up the PIN, Security Q&A and Additional Security Notification Method, Change Billing Address, obtain a copy of an invoice electronically (via fax or email) or discuss Call Detail Records
Correct Answer
B. The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.Explanation
The customer is authenticated, which means they have been verified as the account holder. This allows them to have full access to their account and perform any actions they need to, including setting up a PIN and Security Q&A.Rate this question:
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- 6.
If the customer does not know the PIN but knows the Security Q&A is the customer authenticated?
- A.
Yes. Knowing the Security Q&A is just as good as knowing the PIN.
- B.
No. Security Q&A can't be used in lieu of the PIN.
Correct Answer
A. Yes. Knowing the Security Q&A is just as good as knowing the PIN.Explanation
Knowing the Security Q&A is considered a form of authentication because it is a piece of information that only the customer should know. Just like a PIN, the Security Q&A helps verify the identity of the customer and grants them access to their account. Therefore, if the customer does not know the PIN but knows the Security Q&A, they can still be authenticated.Rate this question:
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- 7.
How do we send the security Notification if customer does not know PIN or Security Q&A?
- A.
Create a follow up
- B.
Select the Send Security Info button on the Security Authentication window.
- C.
Notify Supervisor to send security Notification
Correct Answer
B. Select the Send Security Info button on the Security Authentication window. -
- 8.
Can I access the Security Authentication window after I have By-passed the Security Authentication window?
- A.
No. Once you by-passed the PIN, you will have to exit out of CSM and go back in to get to the Security Authentication window.
- B.
Yes. Once you by-passed the PIN, you can get to the Security Authentication window.
- C.
No. Once you by-passed the PIN, you will have to exit out of the account and go back in to get to the Security Authentication window.
Correct Answer
C. No. Once you by-passed the PIN, you will have to exit out of the account and go back in to get to the Security Authentication window. -
- 9.
How long does it take for the customer to receive the PIN via the chosen Additional Security Notification Method?
- A.
For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.
- B.
For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 3 to 5 days.
- C.
For SMS or email the customer should receive the notification within 60 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.
Correct Answer
A. For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days. -
- 10.
Is the Security Answer case sensitive?
- A.
Yes and the spelling of the answer must match exactly.
- B.
No. However, the spelling of the answer must match exactly.
- C.
No. Security answer is not sensitive to anything.
Correct Answer
B. No. However, the spelling of the answer must match exactly. -
- 11.
When bypassing the PIN, always choose the 'Attempting Level 3 authentication' as the Bypass Reason.
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUE -
- 12.
If you are unable to authenticate a caller you can still perform ONLY the following activities:
- A.
Credit Card Payment, Provide Lockbox addresses , Provide Payment options
- B.
Check Payment, Provide Lockbox addresses , Provide Payment options
- C.
Credit Card & Check Payments, Provide Lockbox addresses , Provide Payment options
Correct Answer
A. Credit Card Payment, Provide Lockbox addresses , Provide Payment optionsExplanation
If you are unable to authenticate a caller, you can still perform credit card payment, provide lockbox addresses, and provide payment options. This means that even without verifying the caller's identity, you can still assist them with making a credit card payment, provide them with lockbox addresses for making payments, and give them different payment options to choose from.Rate this question:
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- 13.
For accounts with no PIN, no Passcode, or no Security Q&A, caller must verify 3 out of the following 6 Legacy items in order to be authenticated. Identify which combo is invalid.
- A.
BAN / PTN / Billing Name
- B.
Amount of last payment / BAN / # of active units
- C.
Balance due on the last invoice / Amount of last payment / BAN
- D.
Billing Name / BAN / SSN
Correct Answer
D. Billing Name / BAN / SSN -
- 14.
If customer is authenticated via Legacy method, customer can Set up the PIN, Security Q&A and Additional Security Notification Method
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
If the customer is authenticated via the Legacy method, they cannot set up the PIN, Security Q&A, and Additional Security Notification Method. This means that the statement is false.Rate this question:
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- 15.
If customer is authenticated via Legacy method, agent can provide a copy of an invoice electronically (via fax or email)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
The statement is false because if a customer is authenticated via the Legacy method, the agent cannot provide a copy of an invoice electronically. The Legacy method typically refers to outdated or old-fashioned methods of authentication that do not involve modern electronic communication channels such as fax or email. Therefore, the agent would need to provide the copy of the invoice through traditional means such as physical mail or in-person pickup.Rate this question:
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- 16.
If account has a PIN and Security Q&A but the caller cannot provide PIN or answer Security Question, agent cannot offer to send the PIN to the customer via the Additional Security Notification Method
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
If the caller cannot provide the PIN or answer the security question, it means that they have failed to provide the necessary verification information. In this case, the agent cannot offer to send the PIN to the customer via the Additional Security Notification Method because the caller has not successfully completed the required verification process. Therefore, the correct answer is FALSE.Rate this question:
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- 17.
Once the PIN is set up, Ensemble will automatically delete the Passcode
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
Once the PIN is set up in Ensemble, the system will automatically delete the Passcode. This means that the Passcode will no longer be valid or required for accessing the system. This feature ensures that only the PIN is needed for authentication and provides an added layer of security by removing the need for a separate Passcode. Therefore, the statement is true.Rate this question:
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- 18.
The Security Question can be selected from one of the following, except:
- A.
First Elementary School?
- B.
Favorite pet's name?
- C.
Street you grew up on?
- D.
First employer?
- E.
Make or model of first car?
Correct Answer
B. Favorite pet's name? -
- 19.
If the authenticated caller wants to add or change the Additional Security Notification Method, select one of the following except:
- A.
E-mail
- B.
SMS
- C.
Fax
Correct Answer
C. Fax -
- 20.
When you receive a call cold transferred, even if the customer claims that he/she already provided the PIN and or Security Q&A, you must re-authenticate the caller.
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
It is important to re-authenticate the caller when receiving a cold transferred call, even if the customer claims to have already provided the PIN and/or Security Q&A. This is necessary to ensure the security and accuracy of the information being discussed. By re-authenticating the caller, it helps to prevent unauthorized access to sensitive information and protects the customer's account from potential fraud or identity theft.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Jan 07, 2009Quiz Created by
Eydie
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