10 Questions
When is authentication required for sharing information with a customer?
Authentication is required only when sharing personal account details.
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.
If a customer's email is not associated with a Google account, what should you say?
Apologize and ask for another email address to try.
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.
What should you do if the case header shows the customer is not authenticated?
Follow the authentication process, regardless of the case header information.
Which type of information can be shared with a customer without authentication?
Product functionality and feature availability
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
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
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
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?
Learn when it is necessary to authenticate or validate NFLST cases, and when it is not required. Understand the scenarios where entering email address in the cases header is essential and when account validation can be omitted.
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