OPS Calibration

1. Which Tool should we use to check the DOB of the account?

• PlayVox

• ZenDesk

• 1. CS Tool

• 1. None of the above

To consider legitimate an age change request first we must:

• 1. Check if the user previously contacted us for the same request.

• 1. Confirm if it is the user making the age change request.

• 1. Confirm if it is a parent or guardian making the age change request.

• 1. Check if the user provided his DOB.

1. Age change requests must be made by a parent or guardian, unless:

• 1. The DOB was previously set as 13 or older.

• 1. The DOB is after creation date.

• 1. The current DOB indicates the user’s age is 3 years old or younger.

• 1. The DOB was changed while the account was compromised.

Which macro is correct to apply if the user wants to change his age and the account is Over 13?

• Chat and Age Settings::Too Many Hashtagged words/usernames (report to Text Filter team as needed) + customized.

• Chat and Age Settings::Age-Up and Chat Settings::First Response - Update to Over 13 Denied

• 1. Apply macro Chat and Age Settings::Age-Up and Chat Settings::First Response - Update to Over 13 Denied and Chat and Age Settings::Too Many Hashtagged words/usernames (report to Text Filter team as needed).

• 1. None of the above

For scenarios where the parent’s user has not provided us the DOB of his child, what steps do we need to follow?

• Escalate the ticket using the macro “Escalate Legitimate Parental Request” then request the correct DOB.

• Ask the user for the DOB using the macro “DOB Confirmation (Verified Parent/Legal Guardian)”, after getting the correct DOB we should apply the macro “Escalate Legitimate Parental Request”.

• Ask the user for the DOB using the macro “DOB Confirmation (Age Up Request::Gather Info)”.

• 1. None of the above

For scenarios where the user is contacting us regarding the authenticator app, what is the correct macro to send?

• 1. Account Ownership::2-Step Verification/2FA::Not Receiving 2sv Code Email

• 1. Account Ownership::2-Step Verification/2FA::Authenticator (2FA) Recovery Issues

• 1. Account Ownership::2-Step Verification/2FA::Why Was 2SV Enabled On My Account?

• 1. None of the above

 In which scenarios should we remove 2FA without sending the first reply (Account Ownership::2-Step Verification/2FA::Authenticator (2FA) Recovery Issues)? 

• 1. If the user states that he is no longer receiving the email with the security code

• 1. The user is unable to locate the device he used to install the authenticator app

• 1. User is unable to locate the authenticator app recovery/backup codes

• 1. None of the above

Which macro should we use if the user is contacting us to remove 2SV but he no longer has access to the email account and ownership cannot be verified?

• 1. Account Ownership::2-Step Verification/2FA::Not Receiving 2sv Code Email

• 1. Close Ticket::Closed (Previously Answered Question)

• 1. Account Ownership::Verify::Unable to Verify

• 1. None of the above

 Should support agents remove 2SV or 2FA from an account when securing due to compromise?

• 1. Yes, agents have to remove 2SV or 2FA on all scenarios

• 1. No, unless 2SV or 2FA were enabled at the time of compromise

 If the customer is requesting 2SV removal, but the account has 2FA enabled (or vice versa) , should the agent provide any hints to the customer indicating which security type is enabled on the account?

• 1. No, agents should not provide any hints to the customer 

• 1. Yes, agents should provide a hint until ownership has been verified