Podcast
Questions and Answers
What are the two primary functions of a security question within the described system?
What are the two primary functions of a security question within the described system?
Enhancing account security and facilitating phone number/security question changes.
If a user's security answer exceeds the character limit would the system accept it?
If a user's security answer exceeds the character limit would the system accept it?
No.
Outline the steps a user would take to change their security question, assuming they remember the answer to their current security question.
Outline the steps a user would take to change their security question, assuming they remember the answer to their current security question.
Profile Picture > Settings > Security > Security Question Section > Edit > Answer Old Question > Choose New Question > Submit.
Before a security question can be reset manually, what is the first required step?
Before a security question can be reset manually, what is the first required step?
What initial troubleshooting steps should a support agent guide a user through when the system rejects a security question answer?
What initial troubleshooting steps should a support agent guide a user through when the system rejects a security question answer?
Describe the escalation path for resetting a security question when the user is mainly a client and cannot verify their account.
Describe the escalation path for resetting a security question when the user is mainly a client and cannot verify their account.
What macro should be used after Risk or CS resets a user's security question, and what does it inform the user?
What macro should be used after Risk or CS resets a user's security question, and what does it inform the user?
Under what conditions should a support agent escalate a freelancer's security question reset request to Risk after failed verification?
Under what conditions should a support agent escalate a freelancer's security question reset request to Risk after failed verification?
In terms of security question answers, why is case sensitivity important?
In terms of security question answers, why is case sensitivity important?
When can CS manually reset a security question?
When can CS manually reset a security question?
Flashcards
Purpose of Security Question
Purpose of Security Question
Enhances account security and is required for changing phone numbers/security questions.
Removing a Security Question
Removing a Security Question
Users must answer their security question to remove it. There is no workaround in most cases.
Answer Requirements
Answer Requirements
Up to 20 characters, case-sensitive. The system will not accept longer or incorrectly cased answers.
Setting Security Question
Setting Security Question
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Changing Security Question
Changing Security Question
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Troubleshooting Security Question Answers
Troubleshooting Security Question Answers
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Resetting a Forgotten Security Question
Resetting a Forgotten Security Question
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System Doesn't Accept Answer
System Doesn't Accept Answer
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Study Notes
- Security questions enhance account security and are linked to changing the phone number or security question.
- Answering the security question is the only way to remove it, with few exceptions.
Available Security Questions
- Options for security questions include:
- What was the name of your elementary school?
- What was the name of your first pet?
- What was your childhood nickname?
- In what city did your parents meet?
- What was the name of your favorite childhood friend?
Answer Requirements
- Answers must be no more than 20 characters.
- Answers are case-sensitive.
Setting a Security Question
- To set a security question:
- Go to profile picture → Settings → Security.
- Scroll to "Security Question" and click "Set."
- Choose a question and provide the answer.
- Click "Submit."
Changing a Security Question
- To change a security question:
- Go to profile picture → Settings → Security.
- Scroll to "Security Question" and click "Edit."
- Answer the old security question.
- Choose a new question and provide the answer.
- Click "Submit."
- "Cancel" stops the process; "I forgot" submits a ticket for help.
Work Process: Resetting Security Question
- User request: User wants to reset their security question because they don’t remember the answer.
- If the user is pending ID verification or restricted, they must complete that process first.
- Verify account ownership.
- Successful verification:
- Juniors and Seniors: Escalate to #ask-escalation-tier to manually reset the security question.
- Vets and up: Update it themselves.
- Notate the user’s account with the ticket number and action taken.
- Unsuccessful verification:
- RNC and Giggers: Decline the request using the Failed Verification macro.
- Mainly a client: Escalate to Risk using the Risk security question macro.
- Mainly a freelancer
- At least ten completed orders OR $400 in earned revenues: Escalate to Risk using the Risk security question macro.
- Does not comply with the above criteria: Decline the user’s request using the Failed Verification macro.
- Successful verification:
- If Risk or CS reset the security question, reply with the Deleted SQ to Add New macro.
Work Process: System Doesn't Accept Answer
- User request: The system does not accept the security question answer.
- Reply with the Troubleshooting security questions snippet for them to check:
- Case sensitivity.
- No extra spaces.
- Answer is not over 20 characters.
- If the user still has issues, follow the reset process above.
- Reply with the Troubleshooting security questions snippet for them to check:
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