Induction Assessment 2 - June 2023

Please State Name & Surname
Authentication is to be done for every service request that will require customer account interrogation
True
False
Which services require sim authentication?
Easy Share PIN reset
E-Recharge PIN reset
PUK Request
Internet Settings
Sim registration
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
Tango is an application used for resetting OM Pin
True
False
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
Under which module do we find Interactions on CRM?
Sales
Services
Phone book
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
Customers can use Orange Yame to subscribe for Konnecta bundles
True
False
The following can be actioned on an open case:
Followup case
Remind a case
Child Case
Contest case
CSR can view post-paid customer bills on BSCS.
True
False
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
The following are used to extract Reka Motlakase token:
Poso
Ideal
Ezra
Scratchpower
Mompati is assisting a customer who paid their DSTV subscription through Orange Money. The following details are essential in the description:
The number that made payment
DSTV smart card number
Amount
Date of transaction
Transaction number
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
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