Podcast
Questions and Answers
When is authentication required for sharing information with a customer?
When is authentication required for sharing information with a customer?
- Authentication is always required, regardless of the information being shared.
- Authentication is required only when sharing personal account details. (correct)
- Authentication is not needed for general product information and external links.
- Authentication is never required for Google account holders.
How should you handle an inquiry from a family member regarding another user's account?
How should you handle an inquiry from a family member regarding another user's account?
- Ask the family member to coordinate with the account owner for authentication. (correct)
- Refuse to assist due to privacy concerns.
- Assist the family member directly without authentication.
- Request additional verification from the family member before proceeding.
If a customer's email is not associated with a Google account, what should you say?
If a customer's email is not associated with a Google account, what should you say?
- Request additional verification details.
- Suggest they create a new Google account.
- Inform them that their email is invalid.
- Apologize and ask for another email address to try. (correct)
When authenticating a user via device prompts, can you disclose device details?
When authenticating a user via device prompts, can you disclose device details?
What should you do if the case header shows the customer is not authenticated?
What should you do if the case header shows the customer is not authenticated?
Which type of information can be shared with a customer without authentication?
Which type of information can be shared with a customer without authentication?
How should a support agent handle an inquiry from a family member regarding another user's account?
How should a support agent handle an inquiry from a family member regarding another user's account?
When authenticating a user via device prompts, what information can the support agent disclose to the user?
When authenticating a user via device prompts, what information can the support agent disclose to the user?
If the case header shows the customer is not authenticated, what should the support agent do?
If the case header shows the customer is not authenticated, what should the support agent do?
What should the support agent say if a customer's email is not associated with a Google account?
What should the support agent say if a customer's email is not associated with a Google account?
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