Which service options allow customers to communicate real-time with a CCR? Select all that apply.
a. Phone call
b. Web Chat
c. Social Media
d. Knowledge Central

Identification means that the customer has successfully passed required security credentials.
a. True
b. False

What tool allows customers to review or update HR/Benefits information online?
a. CS Pro
b. UPoint
c. Knowledge Central
d. TBA

What is What does it mean if you get an empty account window in CS Pro when a customer inbound call is received?
a. The customer did not identify in the voice channel.
b. This customer did not authenticate in the voice channel.
c. It is a fraudulent caller.

For which of the following reasons might a customer be automatically routed to a live CCR? Select all
that apply.
a. They only checked their 401(k) balance
b. They incorrectly entered their PIN
c. Their response was not understood by the system

What is What are the available methods of authenticating with a CCR? Select all that apply.
a. A one-time code
b. Alternate security
c. Security questions and answers
d. Voice recognition

AccessDirect reduces calls to the Service Center by allowing customers access to automated support to
address their needs around the clock.
a. True
b. False

What is If a customer can authenticate via alternate security, the call is _______ secured.
a. Fully
b. Partially

Clients can provide recorded messages to employees via AccessDirect to communicate important
information about their benefits.
a. True
b. False

a. Customer cannot remember their PIN
c. Customer prefers to speak with a CCR
d. Caller is a third-party that needs to authenticate with a CCR