If the customer declines enrolling in Voice Authentication, what should you do?

First attempt to overcome the customer’s objection. If the customer still declines, click opt-out, select the appropriate reason code and advise the customer they are not enrolled

Click opt-out and select the appropriate reason code

When should you NOT enroll a customer in Voice Authentication?

Excessive background noise on the call (dogs barking, static)

When there are multiple speakers on the call or third party (ex: branch/internal transfers)

Call History comments advise to refer the customer to BCS/Fraud

For non-quebec residents, once you have determined that the customer has met all enrollment criteria (i.e. only one speaker on the line, you are speaking to the correct person, no static on the line) you select enroll on the VA widget, when do you read the enrollment script

Immediately after you click enroll

You don’t need to read a script

You receive a call and are made aware that it is the branch calling. After you enter the Scotiacard number, AS400 asks is “Customer on the line (Y/N), what should you select?

N- you do not have the customer on the line, and therefore they are not eligible for Voice Authentication Enrollment

Either or, it doesn’t make a difference

Y – since the customer may be there in the background

Y – since you are going into a customer account

When you are reading the enrollment script, the customer cuts you off. What should you do?

Ensure you read the Script in its entirety

Don’t worry about it, it doesn’t really matter

Answer any questions they may have

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Use the questions and answers below to make a 10 question quiz: Which principle of interactive media is most impacted by its ‘ubiquity’? A) Restricted access control B) Global market presence and integration C) Limited reach to specific user demographics D) Single-channel broadcasting Answer: B Which feature of interactive media ensures that users can actively control and manipulate the content they access? A) Multimedia integration B) UI simplification C) User interactivity D) System automation Answer: C How does globalisation enhance user experience in interactive media systems, according to 1.1.1? A) By reducing content to a single cultural standard B) By supporting diverse user needs through varied, accessible content C) By enforcing a common global pricing structure D) By allowing one-way communication only Answer: B Why is copyright compliance critical in the context of interactive media? A) It allows users to freely distribute content B) It supports ethical use and protects creators from unauthorized distribution C) It restricts all users from accessing online media D) It focuses solely on preventing duplication of digital games Answer: B In interactive media, 'UX' primarily focuses on what aspect of user engagement? A) Monitoring users’ online activities B) Enabling dynamic user experiences tailored to user intent and satisfaction C) Simplifying multimedia formats to save storage D) Reducing user interaction to maintain control Answer: B What is a key distinction between ‘social issues’ and ‘ethical issues’ in interactive media development? A) Social issues focus on technical concerns, while ethical issues are user-centered B) Social issues relate to user interactions, while ethical issues focus on moral responsibilities C) Social issues address individual rights, whereas ethical issues involve systemic improvements D) Social issues are about compliance, whereas ethical issues concern legal standards Answer: B Which component is crucial to creating an accessible interactive media system for users with disabilities? A) High-end processing units B) Customizable UI elements, such as voice and visual aids C) Limited content based on user demographics D) Exclusive copyright protections Answer: B How does data quality contribute to an interactive media system's success? A) By maximizing data storage for multimedia content B) By ensuring content is relevant, current, and accurate for the intended audience C) By focusing on visual appeal over functionality D) By reducing interaction requirements to enhance performance Answer: B Which factor in interactive media systems enhances global engagement through a seamless user experience? A) Interactivity B) Ubiquity C) Restricted Access D) Content Redundancy Answer: B Why might legal implications arise in interactive media systems despite ethical intentions? A) Compliance with global standards B) Misinterpretations of user intent in a diverse cultural context C) Excessive content validation D) Limited user feedback channels Answer: B

Title: The Adventures of Max and the Magical Computer (Shortened Version) Once upon a time, in a small town called Techville, there lived a curious fourth-grader named Max. One day, while exploring his grandma’s attic, he found an old, dusty computer. As he cleaned it, the screen lit up, and a cheerful voice said, “Hello, Max! I’m Compy, your magical computer. Let’s learn about operating systems, files, and folders!” Max was thrilled. “A talking computer? Let’s go!” Chapter 1: The World of Windows Compy explained, “I run on Windows, the brain of the computer. It uses a Graphical User Interface (GUI), so you can interact with me using icons, menus, and buttons. Let’s start by changing my desktop background—the image on the screen.” Max chose a spaceship picture. “Cool! Can I add a screen saver too?” “Of course!” said Compy. “It’s an image that appears when I’m inactive. Try this swirling galaxy!” Max set the screen saver and giggled as it appeared. “This is fun!” Chapter 2: Organizing with Folders and Files Compy’s screen filled with random icons. “Oh no! My files are a mess. Can you help?” “Sure! What are files and folders?” asked Max. “A file is information, like a picture or document. Files have names, like ‘Homework.docx.’ The part after the dot, like .docx, is the file extension. It tells you the file type,” Compy explained. Max pointed to “Game.exe.” “So, this is a program file?” “Yes!” said Compy. “To organize, we use folders—like drawers for files. You can even put folders inside folders!” Max created a “School” folder, added his homework files, and made a “Projects” folder inside it. “Now everything’s neat!” Chapter 3: The File Explorer Adventure Compy’s screen flickered. “Some files are missing. Let’s use Windows Explorer to find them. It’s like a map for files and folders.” Max opened Windows Explorer and saw a tree-like list of folders. “This is like a tree with branches!” “Exactly!” said Compy. “Search for the missing files and move them to the right folders.” Max found the files in “Downloads” and moved them. “I feel like a computer detective!” Chapter 4: The Final Challenge Compy’s screen turned into a game board. “Time for a quiz! What’s the purpose of an operating system? How do you change the desktop background? What’s the difference between a file and a folder?” Max answered all the questions correctly, and fireworks lit up the screen. “Congratulations, Max! You’re a computer whiz!” The End Max smiled. “Thanks, Compy! I can’t wait to teach my friends!” Compy replied, “Remember, Max, learning is an adventure. Keep exploring!” As Max turned off the computer, he knew his journey into technology had just begun.

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