A Trivia Quiz On Account Authentication

1. When bypassing the PIN, always choose the 'Attempting Level 3 authentication' as the Bypass Reason.

TRUE

FALSE

not-available-via-ai

Explanation

not-available-via-ai

2. If the customer does not know the PIN but knows the Security Q&A is the customer authenticated?

Yes. Knowing the Security Q&A is just as good as knowing the PIN.

No. Security Q&A can't be used in lieu of the PIN.

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.

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.

3. How do we send the security Notification if customer does not know PIN or Security Q&A?

Create a follow up

Select the Send Security Info button on the Security Authentication window.

Notify Supervisor to send security Notification

not-available-via-ai

Explanation

not-available-via-ai

4. If the authenticated caller wants to add or change the Additional Security Notification Method, select one of the following except:

E-mail

SMS

Fax

not-available-via-ai

Explanation

not-available-via-ai

5. 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.

TRUE

FALSE

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.

Explanation

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.

6. How long does it take for the customer to receive the PIN via the chosen Additional Security Notification Method?

not-available-via-ai

Explanation

not-available-via-ai

7. Once the PIN is set up, Ensemble will automatically delete the Passcode

TRUE

FALSE

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.

Explanation

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.

8. If you are unable to authenticate a caller you can still perform ONLY the following activities:

Credit Card Payment, Provide Lockbox addresses , Provide Payment options

Check Payment, Provide Lockbox addresses , Provide Payment options

Credit Card & Check Payments, Provide Lockbox addresses , Provide Payment options

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.

Explanation

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.

9. If customer is authenticated via Legacy method, agent can provide a copy of an invoice electronically (via fax or email)

TRUE

FALSE

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.

Explanation

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.

10. 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?

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.

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.

11. Is the Security Answer case sensitive?

Yes and the spelling of the answer must match exactly.

No. However, the spelling of the answer must match exactly.

No. Security answer is not sensitive to anything.

not-available-via-ai

Explanation

not-available-via-ai

12. The Security Question can be selected from one of the following, except:

First Elementary School?

Favorite pet's name?

Street you grew up on?

First employer?

Make or model of first car?

not-available-via-ai

Explanation

not-available-via-ai

13. 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.

Authenticate the caller using the Legacy Authorized Contact Policy

Customer can go online and set up a PIN and Security Q&A

Customer can go thru the IVR and set up a PIN and Security Q&A

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.

Explanation

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.

Submit

14. 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.

BAN / PTN / Billing Name

Amount of last payment / BAN / # of active units

Balance due on the last invoice / Amount of last payment / BAN

Billing Name / BAN / SSN

not-available-via-ai

Explanation

not-available-via-ai

15. If customer is authenticated via Legacy method, customer can Set up the PIN, Security Q&A and Additional Security Notification Method

TRUE

FALSE

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.

Explanation

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.

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

TRUE

FALSE

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.

Explanation

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.

17. 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?

Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account only.

The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

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.

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.

18. If the Passcode matches the last 4 digits of the SSN or tax ID what can I do for the customer?

Authenticate the caller using the Legacy Authorized Contact Policy

The caller is authorized to discuss account, process payment and make changes to account.

The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

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.

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.

19. Can I access the Security Authentication window after I have By-passed the Security Authentication window?

Yes. Once you by-passed the PIN, you can get to the Security Authentication window.

not-available-via-ai

Explanation

not-available-via-ai

20. If the Account does not have a PIN, Security Q&A, or a Passcode, what statement is not applicable to the customer?

Authenticate the caller using the Legacy Authorized Contact Policy

Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account.

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.

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.