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 type of Attention Item can be entered by a CCR or manager?
a. Fraud
b. System Generated
c. Manual

A referral is a call where a customer is provided the phone number to contact a third party for further assistance.
a. True
b. False

Which three criteria do employers use to determine eligibility for health and welfare benefits? Select all that apply.
a. Gender
b. Birth date
c. Employee status
d. Geographic location
e. Employee classification

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.

What type of Attention Item can only be discussed with a manager or On Floor Supervisor?
a. Fraud
b. System Generated
c. Manual

After dialing the extension, you speak with a representative to provide details about the caller's needs before connecting caller. What type of transfer is occurring?
a. Cold Transfer
b. Warm Transfer

As long as employees work at least 10 years for their employer, they will be eligible for retiree medical coverage and retiree life insurance upon termination, regardless of age.
a. True
b. False

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

The Repeat Caller Alert appears when a customer has called multiple times within the last ____.
a. 5 days
b. 15 days
c. 45 days
d. 60 days

The documents sent to customer for return are also known as:
a. Images
b. Personalized Communication Statements
c. Outbound messages
d. Cases

Where can CCRs verify their client’s eligibility rules or plan provisions? Select all that apply.
a. PKT
b. SPD
c. TBA
d. Callflows

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

It is a good practice to review the History Preview panel to determine if a customer has called about the same topic in the last 5 days.
a. True
b. False

Filing imaged documents under customer ID for easy retrieval is also known as:
a. Imaging
b. Document Assessment
c. Indexing
d. Personalized Communication Statement

Typically, the dependent child eligibility criteria requires that the dependent must be under what age?
a. 18
b. 21
c. 25
d. 26

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

Which Topic would you select if an activity applies to more than one domain?
a. Common
b. Health & Welfare
c. Annual Enrollment
d. 401(k)/Savings
e. Pension

Which of the following ways can customers return PCSs to Alight? Select all that apply.
a. Email
b. Postal mail
c. Fax to Imaging
d. Overnight mail
e. Document Upload via website

All group health benefits are tax-free for active employees and all their dependents.
a. True
b. False