Departmental Dimension
Customer Help Desk Behavior (CHDB)
The CHDB dimension focuses on the verification and access controls necessary for support teams handling sensitive customer data and remote sessions.
CHDB1Enquiry Response
CHDB1.1Customer identity verification
- ✓CHDB1.1.1Establishes a streamlined process to verify the identities of customers before disclosing sensitive information
CHDB1.2Secure customer communication
- ✓CHDB1.2.1Establishes customer portals that uses strong encryption methods to protect customer data
CHDB2Technical Support
CHDB2.1Secure remote access
- ✓CHDB2.1.1Regularly reviews and revokes remote access privileges when they are no longer needed
CHDB3Record Maintenance
CHDB3.1User permissions
- ✓CHDB3.1.1Ensures that employees only have access to customer records required for their specific roles
CHDB3.2Monitoring audit logs
- ✓CHDB3.2.1Implements monitoring mechanisms to track access to customer records