Call opening and Authentication Review

Question 1

When enrolling in voice pass what phase does a PPT need to repeat which will serve as their password going forward

Answer 1

At TransAmerica my voice is my password

Question 2

What systems will you use during the following steps of a call? A: Starting the call B: Call Handling C: Closing the call

Answer 2

Salesforce , P3/CTI , Salesforce

Question 3

Please select the internet browser you MUST use Salesforce in

Answer 3

Google Chrome

Question 4

True or False : ( if false please correct the statement) In SF a CASE record holds the detail of a specific account, such as a retirement plan. this record includes the plan name , plan type, contract ID , and more

Answer 4

False in SF a FINANCIAL ACCOUNT record holds the details of a specific account, such as a retirement plan. this record includes the plan name , plan type, contract ID , and more

Question 5

True or False SF will take the guess work out of the authentication process because it will guide you on what questions to ask the PPT based on what they entered in the IVR

Answer 5

True

Question 6

which step within SF would you use to unlock voice bio/ web profile questions

Answer 6

Salesforce > Confirmation step

Question 7

When a PPT is on hold at the beginning of the call what 4 steps are required for you to do ?

Answer 7

Review CASE NOTES, Perform 90 day check (AWD) use TAC and gather any information you need

Question 8

when will you need to confirm a PPT’s Address

Answer 8

if it says non deliverable or if we are mailing something to the PPT

Question 9

How do you correctly confirm a phone number and email address ?

Answer 9

provide the PPT with the last 4 digits of the phone number and the domain of the email address and ask if its correct.
NOTE: IF the PPT asks us to we can provide them in entirety

Question 10

what are two potential red flags to watch and listen for when recognizing suspicious activity

Answer 10

Caller sounds younger or older, Hesitation when prompted for authentication information, voice and gender do not match up or sounds like they’re masking their voice.

Question 11

list the steps for deactivating VRU/ DDOL

Answer 11

PPT Account> PPT information under the account section change the DDOL/ VRU to NO access to voice and internet and save

Question 12

List the steps for adding a legal hold to an account

Answer 12

Participant account then participant information scroll down to the status section change the participant account status drop down field two legal hold then change the legal hold reason to other then you will type the reason within the legal hold reason note feel then save

Question 13

What is the difference between a case and an account record in salesforce

Answer 13

A case holds participant information and phone history and account record hold some of the participants information including their name Social Security number contract number plan name and plan type

Question 14

True or false? If a power of Attorney Is listed on the participants file their name will populate into sales force

Answer 14

False. It would list in P3 under participant notes

Question 15

If a participant does not opt into voice pass three times, how long would it be suspended before offering it again?

Answer 15

12 months

Question 16

True or false? when a participant’s account record pulls up in Salesforce, it automatically pulls up their information in P3

Answer 16

False

Question 17

Knowledge will suggest articles in Salesforce based off the caller’s intent in the IVR what should you do to help Einstein become smarter when suggesting articles for future similar calls?

Answer 17

Click on Paper clip icon to attach the suggested article

Question 18

True or false if a participant is subscribed to E statements, we will not mail a paper statement to them.

Answer 18

True

Question 19

If we update a phone numberor email in P-3 where else should we update?

Answer 19

Control panel in Salesforce

Question 20

For what reasons would we not send the participant a confirmation of their address change to their old address?

Answer 20

The participant states the address changed over a year ago

The participant states there is a safety concern with the confirmation going to the prior address.

Question 21

True or false? You can provide a participant their account balance in the event the plan has no case access turned on due to a deconversion. For what reasons can you not provide account balances

Answer 21

True A plan transitioning into Transamerica in full blackout or limited access, fund/ portfolio/ account maintenance, mergers

DC NO CASE ACCESS -DECISION MATIRIX

Question 22

If updating a participant’s phone number or email address, we should update the information in which systems

Answer 22

P-3./ CTI
Sales Force Control panel > Web Profile