1) If a veteran calls in experiencing a login loop error on a windows computer, what troubleshooting step will you take? a) Sync date and time b) Oblit and re-enroll c) Veteran will be unable to use MyVU for loan d) Have veteran keep trying until it works e) Put veteran on hold until they hang up f) Tell veteran that you dont know what is going on 2) If a veteran receives an error message stating “what is your favorite security question?” what step should you take? a) Oblit and re-enroll b) Clear cookies c) Unlock the account d) Tell veteran to get loan with different company e) Tell veteran it is their fault this is happening  f) switch devices 3) Veteran calls in and is able to login but receives an error message stating “We hate to see you go” or “there is nothing to see here” what are some things you will check or steps you may take? a) Merge duplicate contact cards b) Have veteran log out and try to log back in c) Tell veteran that their loan has been withdrawn d) Say nothing e) Have veteran reset their password f) Tell veteran to call their loan officer 4) What system do you use to hide a MyVU opportunity? a) CRM b) Encompass c) Trello d) Slack e) MyVU is unable to complete this action f) MyVU Control Panel 5) How long does it take for a password reset email to expire? a) 15 minutes b) 30 minutes c) 1 hour d) 5 minutes e) It never expires f) It expires after the veteran clicks on it 6) When does an enrollment email expire? a) 15 minutes b) 30 minutes c) 1 hour d) 5 minutes e) It never expires f) It expires after the veteran clicks on it

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