KB knowledge check

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Across
  1. 6. What is the main resource we use to know how to navigate ACE?
  2. 7. What must we do before changing an email?
  3. 9. What is the KB title that we would use to see how to service a guardian? (To know what maintenance and information we can provide)
  4. 11. How do we transfer a call to a supervisor/support?
  5. 15. An unverified caller is asking to speak to a supervisor, what two people should be able to take over the call?
  6. 17. How long does an account have to be open for before we can do a funds transfer?
  7. 18. What must we remember to read to a customer if we are placing a lost/stolen block on a card?
  8. 19. What is the KB title of the article you'd review to know more about the OTP verification on the customer side? (Include the parentheses in the answer)
  9. 20. If a customer declines to provide an email address, what should we put in the email box instead?
  10. 21. What is the KB number to the KB you'd reference to know what maintenance we can do for joint account holders debit cards?
Down
  1. 1. What is the KB title of the article you'd reference to know how to guide a customer on performing an external transfer on 53.com? (do not include punctuation)
  2. 2. What is the KB article you'd review to see how you would add a contact note?
  3. 3. What is the KB link we'd click to know how long it will take for something to arrive to the customer?
  4. 4. What is the KB link we'd click so we can know how to third party verify? (Include the hyphen in answer)
  5. 5. What is the KB title that we would use for guidance on a first time log in thru 53.com? (please include punctuation for this)
  6. 8. What is the KB title of the article you'd review to know if something is HRT or not? (don't include the hyphen in the answer)
  7. 10. What is the ONLY reason we as agents can waive the expedited card fee?
  8. 12. A verified caller is needing to speak to a supervisor, what is the name of the team that handles those calls?
  9. 13. How do we transfer a call to DRD?
  10. 14. What is the KB title of the article you'd review to know how to create a no-plastic? (don't include the hyphen in the answer)
  11. 16. Where can we easily find another department's phone number or email?