User Account & Access Management Flashcards
7 cards from real CSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 User Account & Access Management flashcards as text
A customer calls saying they cannot log in to their account after multiple failed attempts. What is the FIRST step a sales associate should take?
Answer: Verify the customer's identity before making any account changes
Verifying the customer's identity first is essential to prevent unauthorized access and protect account security.
Which of the following is a best practice when a customer requests a username change?
Answer: Verify identity, update the username, and confirm the change with the customer
Proper identity verification followed by the update and confirmation ensures security while meeting customer needs.
A customer says their email address on file is incorrect and they are not receiving order confirmations. What should the associate do?
Answer: Verify the customer's identity and update the email address in the system
Identity verification protects the account owner while updating the email ensures the customer receives important communications.
What does 'account lockout' typically mean in a retail CRM system?
Answer: The account is temporarily inaccessible after too many failed login attempts
Account lockout is a security feature that temporarily blocks access after repeated failed login attempts to prevent unauthorized access.
A customer wants to add a secondary account holder to their profile. What information is typically required?
Answer: The primary account holder's consent and the secondary holder's identifying information
Adding a secondary account holder requires the primary holder's authorization and the new holder's information to maintain proper account records.
Which action is MOST appropriate when a customer requests access to another person's account claiming to be their spouse?
Answer: Verify the relationship and check if the account holder has authorized third-party access
Account access for third parties requires proper authorization from the account holder, regardless of the claimed relationship.
When a customer successfully resets their password, what should an associate do to complete the process?
Answer: Confirm the reset was successful and remind the customer to keep their credentials secure
Confirming the reset and advising on credential security completes the service interaction professionally and securely.