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Froggy Jumps

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This training will help to review for the final.

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Jessica

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Froggy Jumps End of Training ReviewVersion en ligne This training will help to review for the final. par Jessica 1 What are the five interfaces that participants can use to access their TSP account information? a Salesforce, My Account, TSP.gov, Mobile App, AVA chat b IRS.gov, TSP.gov, AVA chat, My Account, ThriftLine c My Account, Mobile App, AVA chat, ThriftLine, TSP.gov 2 Which of the following options can be used to transfer a participant to a PSR? a tsp.gov b IVR system c Salesforce 3 Identify the statement that could be an indicator of fraudulent activity. a The participant got a notice about changing banking information they did not make b The participant has not set up their account yet, but they plan to c The participant got a confirmation email after completing the onboarding process 4 After a PSR flags a case for suspected fraud, what happens next? a The PSR must transfer the call to the Anti-Fraud Team. b The PSR makes a report to the Emergency Response Team c The case is automatically transferred to the Anti-Fraud Team. 5 Which rating indicates that a PSR meets the program standards and provides appropriate support within their scope? a Meets Expectations b Above Expectations c Needs Improvement 6 How should PSRs best manage a participant who is on hold? a Keep the caller online and talk them through your Salesforce steps b Return to the call only when the transaction is complete, or issue resolved c Put the caller on hold but check back in every 3 minutes 7 What is the allowable term for a General Purpose loan? a 12-60 months b 60-180 months c No limit 8 What does the Quality Assurance team evaluate? a If Microsoft Teams is used correctly to communicate with supervisors and team members. b If scheduled start/end shift times are being followed accurately. c How communication is handled with participants and the accuracy of the information provided 9 Identify the effective PSR action that reduces case handling time and ensures transferred cases get to the correct support teams. a Correctly flagging a case if the participant issue is unresolved. b Using accurate case type, sub-type, and transfer reasons on all transferred cases. c Transferring all cases with an escalated participant, directly to the Emergency Response Team. 10 When wrapping up a case in Salesforce, Elia selected 'Loans' as the case type and 'Loan History Request' as the sub type, but the transfer reason did not populate as expected. a This case type and sub-type is not eligible for transfer. b Cases about loan payment issues transfer directly to the Anti-Fraud Team. c Missing payment issues are not transferable. 11 What is the Salesforce (SF) Knowledge Database? a An informal section in SF for PSRs to share knowledge and ask questions. b A search tool in SF where PSRs research and access knowledge articles. c A database in SF that stores participant’s personally identifiable information (PII). 12 What information should be included in all case comments? a Reason for the call, steps taken to resolve the issue, next steps (if any). b PSR name, participant name, and reason for the call. c Date and time, summary of call, next steps (if any). 13 How does a PSR locate and view their QA evaluation? a In their profile on Salesforce under “Settings” and “Advanced User Details.” b In their NICE CXone “My Zone” account in the “Evaluations” tab. c In their profile on ConvergeLearn under “Grades.” 14 Identify the best description of an individual beneficiary designation. a A charity receiving funds for a specific cause. b An estate designated to handle debts c A person such as a spouse or child 15 When designating multiple beneficiaries, how should the benefit be allocated? a In fractions b In whole percentages c In dollar amounts 16 Which statement is a requirement for designating beneficiaries? a Participants can only designate one beneficiary on each of their accounts. b Participants must designate at least one beneficiary per account to avoid system error messages. c Participants can only designate a person (not an estate) as their beneficiary. 17 How can a PSR view what a participant sees in My Account during a call? a Ask the participant to screen share. b Have the participant describe what they are seeing. c Use the Participant Portal in Salesforce. 18 Which of the following is true about missed loan repayments? a Missed repayments can be made up with a manual loan repayment by check or direct debit. b The amount may be forgiven if the participant qualifies for government assistance. c Participants are only allowed three missed loan repayments each year 19 An in-service withdrawal is when an active TSP participant withdraws money from their TSP account. a Time-based Withdrawal and Hardship Withdrawal b Age 59.5 Withdrawal and Hardship Withdrawal c Hardship Withdrawal and Traditional Withdrawal 20 Where can participants find the current Annual Elective Deferral limit? a TSP.gov or IRS website b Quarterly statement c Their financial advisor 21 Which statement is true about common forms requests? a PSRs should encourage ppts to call the Thriftline instead of self-service options to get a form b Common forms should always be triggered if a participant is not near a computer. c PSRs must confirm if the caller cannot set up their online account before sending forms 22 What does the IVR system do if the caller’s phone number does not match the account’s registered phone number? a It prompts the caller to enter the last four digits of their Social Security Number. b It re-routes the caller to the main menu. c It verifies the caller’s identity using their date of birth. 23 What is a PSR’s first step before helping a participant reset their PIN? a Fully authenticate the participant. b Transfer the participant to the IVR using the “Create/Forgot PIN” option c Start the “IVR Reset Code” flow to create a temporary reset code

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Froggy Jumps

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End of Training ReviewVersion en ligne

par Jessica

What are the five interfaces that participants can use to access their TSP account information?

Which of the following options can be used to transfer a participant to a PSR?

Identify the statement that could be an indicator of fraudulent activity.

After a PSR flags a case for suspected fraud, what happens next?

Which rating indicates that a PSR meets the program standards and provides appropriate support within their scope?

How should PSRs best manage a participant who is on hold?

What is the allowable term for a General Purpose loan?

What does the Quality Assurance team evaluate?

Identify the effective PSR action that reduces case handling time and ensures transferred cases get to the correct support teams.

When wrapping up a case in Salesforce, Elia selected 'Loans' as the case type and 'Loan History Request' as the sub type, but the transfer reason did not populate as expected.

What is the Salesforce (SF) Knowledge Database?

What information should be included in all case comments?

How does a PSR locate and view their QA evaluation?

Identify the best description of an individual beneficiary designation.

When designating multiple beneficiaries, how should the benefit be allocated?

Which statement is a requirement for designating beneficiaries?

How can a PSR view what a participant sees in My Account during a call?

Which of the following is true about missed loan repayments?

An in-service withdrawal is when an active TSP participant withdraws money from their TSP account.

Where can participants find the current Annual Elective Deferral limit?

Which statement is true about common forms requests?

What does the IVR system do if the caller’s phone number does not match the account’s registered phone number?

What is a PSR’s first step before helping a participant reset their PIN?