User Account & Access Management Flashcards

Under which circumstance would it be appropriate for a sales associate to access a customer's account without the customer being present?

Answer: When a manager has authorized the action for a specific business purpose

Account access without the customer present should only occur with proper managerial authorization for a legitimate business reason.

A customer wants to close their account entirely. What should the associate explain about data retention?

Answer: The company may retain certain data per its privacy policy and applicable regulations

Companies are legally required to retain certain data for specified periods, and associates should inform customers of the applicable privacy policy.

What is the significance of a customer's 'preferred contact method' setting in their account profile?

Answer: It specifies how the customer wants to receive communications such as receipts and promotions

The preferred contact method setting ensures customers receive communications through their chosen channel, improving satisfaction and relevance.

When a customer updates their mailing address, which of the following steps is MOST important?

Answer: Confirm the new address with the customer after entering it to ensure accuracy

Confirming the newly entered address with the customer prevents errors that could lead to missed deliveries or billing issues.

What is 'two-factor authentication' and why might an associate recommend it to customers?

Answer: A security feature that requires a second form of verification beyond the password to access an account

Two-factor authentication adds an extra layer of security by requiring a second verification step, significantly reducing unauthorized access risk.

A customer asks why they need to provide their date of birth when creating a store account. What is the BEST explanation?

Answer: It serves as an additional identity verification field and may enable birthday rewards or age verification

Birthdates are commonly collected for identity verification, birthday promotions, and age-gated product access in retail systems.

Which of the following behaviors by an employee would be considered a violation of customer account privacy?

Answer: Accessing a friend's account to check their purchase history out of personal curiosity

Accessing customer accounts for personal reasons rather than authorized business purposes is a serious privacy and policy violation.