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When to Validate/Authenticate NFLST Cases

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When to Validate/Authenticate NFLST Cases

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Questions and Answers

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?

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?

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?

Yes, you can mention the device brands and models, but not associated PII. Signup and view all the answers

What should you do if the case header shows the customer is not authenticated?

Follow the authentication process, regardless of the case header information. Signup and view all the answers

Which type of information can be shared with a customer without authentication?

Product functionality and feature availability Signup and view all the answers

How should a support agent handle an inquiry from a family member regarding another user's account?

Verify the family member's identity and then coordinate with the account owner Signup and view all the answers

When authenticating a user via device prompts, what information can the support agent disclose to the user?

The device brands and models, but not the phone number or email addresses Signup and view all the answers

If the case header shows the customer is not authenticated, what should the support agent do?

Verify the authentication through the transferring agent and then follow the authentication process Signup and view all the answers

What should the support agent say if a customer's email is not associated with a Google account?

I'm not finding an account under that email address. Is there another email address you might have used? Signup and view all the answers