Induction Assessment 2 - June 2023 | Take the Quiz

Authentication is to be done for every service request that will require customer account interrogation

True

False

Verification shall be done on every call received provided it doesn’t require interrogation of customer account.

True

False

Gosego calls 123 regarding airtime that is disappearing on her phone. Which menu will be used to interrogate the request on ZSmart?

Subscriber advanced management

Rating and billing

Balance Adjust Only Exp date

Which Customer Care Application is used for N’stakolle transactions?

Pretubs

Ezra

Digster

Tshego wants to subscribe for N’stakolle loan but does not qualify, the following statement is true:

She can improve her profile by transacting monthly, sending money, paying utility bills and doing mobile top ups (through OM)

Nothing, with time she can get lucky and have the system accept her request

She can improve her profile by subscribing for All my friends, Buwa le nna, subscribing for Konnecta through Orange Yame

After introducing yourself to the caller, it is important to establish which number the customer needs assistance on

True

False

Zsmart is used for:

Customer verification

Checking customer airtime usage

Checking OM transactions

Karabo over scratched her airtime recharge card. Which application will be used to assist her retrieve the recharge pin?

Pretups

Ideal

Uniportal

Thatayaone called 123 and is asking for her easy share pin to be reset. Which application will be used to assist?

Pretups

BSCS

Uniportal

The following can be actioned on a closed case:

Contest case

Remind a case

Child Case

Line Activation (recharge w/VC) is logged when a customer has to recharge with a minimum of P20 recharge voucher to activate their account

True

False

To retrieve the customer’s PUK number under 360 View, you need to click on:

Releasebal

Contract

Account Debt Query

The following can be actioned on an open case:

Followup case

Remind a case

Child Case

Contest case

Galaletsang over scratched her airtime voucher whilst trying to recharge and calls 123 for assistance. The following apply:

Ask the customer to guess the other number

Request for 5 numbers on the serial numbers

Check on Zsmart

Check if the card has been used

Ensure the correct number to be recharged and recharge for the customer on Uniportal

An interaction can be created on CRM by:

An answered call through Xlite automatically creates an interaction

Click on Service, select Interactions, select phone call

Select the + symbol on the top menu bar

Kabo blocked his OM account and requests for a reset. Using CRM to reset the pin you realise the action button is grey. What could be the cause?

The interaction is not yet saved

The case needs escalation

A case has not been created

Viewing an existing case

The below are true when putting a customer on hold:

Put callers on hold only if they agree to it.

Continue with the call

Do interval checks for holding Thank the customer for holding when you return to the call

SDP Debit deduction on Zsmart means:

3rd party subscription

Pula Corp

All my internet subscription

Mompati is assisting a customer who paid their DSTV subscription through Orange Money. The following details are essential in the description:

An interaction with a customer may generate:

Lead creation

Call creation

Case creation

To successfully verify a customer, a CSR must ask the below details:

Customer Full Names

ID Number

Date of Birth

Postal/ Residential Address

To search for a case on CRM, it is important to include this symbol before the case when searching

The application used to verify network coverage is Osiris

Admin Portal

Osiris

Google Maps

The following are visible on the Visa Add On application:

POS Transactions

Reka Motlakase

International Money Transfer transactions

OM Visa card status

Induction Assessment 2 - June 2023

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