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Authentication Methods Quizzes, Questions & Answers

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A Trivia Quiz On Account Authentication

A Trivia Quiz On Account Authentication

Answer questions regarding the Account Authentication process for Collections.

Questions: 20 | Attempts: 941 | Last updated: Mar 21, 2025

Sample Question 1
If I receive a call warm transferred from an internal Sprint department and the Sprint Representative states that he/she has already authenticated the caller, do I need to re-authenticate the caller?

Yes. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you need to re- authenticate the caller.

No. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you do not need to re- authenticate the caller.

No. When you receive any transferred call you do not need to re- authenticate the caller; the bypass option should be selected.

Sample Question 2
If the Passcode matches the last 4 digits of the SSN or tax ID what can I do for the customer?

Authenticate the caller using the Legacy Authorized Contact Policy

The caller is authorized to discuss account, process payment and make changes to account.

The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

Sample Question 3
If the Account does not have a PIN, Security Q&A, or a Passcode, what statement is not applicable to the customer?

Authenticate the caller using the Legacy Authorized Contact Policy

Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account.

Once the Customer is Authenticated, customer cannot set up the PIN, Security Q&A and Additional Security Notification Method, Change Billing Address, obtain a copy of an invoice electronically (via fax or email) or discuss Call Detail Records

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