Based on the information from the HTS Workflow FAQs, let's proceed with a Knowledge Check focused on compromised account investigation in HTS workflows, specifically looking at signal information, activity timeline, and features in Agent Connect.
Question 1:
What should an agent do if the user's issue description does not match the Comp Classifier output during a compromised account investigation?
A) Proceed with the workflow steps without further investigation.
B) Complete further investigation via the Activity Timeline.
C) Close the case as "Done - Support Abuse."
D) Escalate the case immediately to a Team Lead.
Question 2:
In the context of HTS workflows, what is the purpose of the Activity Log?
A) To manually enter concise internal-use notes focused on next steps and escalation reasons.
B) To automatically capture the case history and agent actions for review and understanding of the case journey.
C) To provide a list of common responses for agents to use.
D) To track the number of cases an agent has in their queue.
Question 3:
How should an agent handle a case where the AI has completed authentication steps?
A) Re-review all actions taken by the AI to ensure accuracy.
B) Trust the AI's decisions and do not repeat unnecessary actions, except during the selfie approval process.
C) Override the AI's actions and start the authentication process from scratch.
D) Escalate the case to a Team Lead for further review.
Question 4:
What is the correct action if a user's selfie video does not match the account photos at all?
A) Request a new selfie video from the user.
B) Close the case as "Done - Support Abuse" since they are a bad actor.
C) Escalate the case to a higher authority.
D) Continue with the recovery process as usual.
Question 5:
What should an agent do if a user recontacts via a new chat after being previously verified?