INFO-SEC AWARENESS

The agent promptly attended to the ticket and completed handling within the target time. At this point, there were at least 4 windows open on the agent's screen. After which, the agent went back to the reports they were doing and upon completion, proceeded to send Project A's report by dragging and dropping the report to the email. The agent then sent the report and belatedly realized that the attachment for Project B was the one sent in the email for Project A. Q1: What could the agent have done to avoid this? Select all appropriate answers.

Closed windows that are not in use for the current task.

Thoroughly read the filename of the document being attached.

Opened the file after attaching to the email and before sending.

Speedof completion is most important, whatever the agent deems applicable for the moment.

Q2: What should NOT be our attitude, given the above scenario? Select the inappropriate answer.

It's just an attachment, it's harmless. The recipient won't know what the information is about anyway.

High risk for information theft and leakage.

Risk of losing client's trust and business with our company.

It's common to have incorrect attachments since we are supporting multiple clients, I'm just human.

SCENARIO 2: I am the only agent on duty and several tickets came in one after the other. All of these have to be facilitated in one hour. Since I know the procedures well and SLAs cannot be missed, I can quickly do these by replying ASAp to the emails. No need to check the manuals and use email templates. I will just open a recent past email and use it as basis for handling these new tickets. Q1: What are the possible consequences of my decision to reference an old email instead of manuals? Select all appropriate answers.

Nothing. Being a veteran agent you already know what needs to be included in the response emails.

Risk of including irrelevant information from the past email on to the current tickets.

Risk of sending to recipients that is not related to the current tickets.

Copy/paste errors that may lead to client complaints or worse, security issues.

SCENARIO 3: A possible security incident occurred. What should the course of action be? Select all possible answers.

Keep silent until someone asks.

Follow the escalation procedure and inform the PICs for the project.

Investigate the scope of the incident's effects and what happened.

Document in a security incident repot the investigation findings and proposed countermeasure.

SCENARIO 4: An email (inquiry) from a supposed end-user customer arrived at the mailbox, however, the sender's name and the content of the email is out of the usual customer email. What should I NOT do?

It's from a customer anyway, there should be no harm process this as usual and replying ASAP.

Check the customer contact list.

Check with my team leads, team leads check with project stakeholders for legitimacy of the sender.

The Sender's name is not in the contact list, I will not process the email received and leave it as is.

INFO-SEC AWARENESS

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