Care Basics

Froggy Jumps

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About this activity

This is to test the 1st week knowledge and understand where are you in terms of information.

Created by

Siyabonga Moloi

South Africa

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Care Basics


Froggy Jumps Care BasicsOnline version This is to test the 1st week knowledge and understand where are you in terms of information. by Siyabonga Moloi 1 What is the CRM tool we will use at 2degrees? a ISPDB b Tahi c Excalibur 2 How many types of physical SIM cards do we have? a 3 b 4 c 5 3 What does ATL stand for? a Assigned Team Leader b Assistant Team Leader c All of the above 4 Chose what you cannot do on CXone. a Call a customer b Email a customer c Chat with a customer 5 When dispositioning a call on CXone, how many dispositions can you chose from? a 2 b 3 c 4 6 Which ones are dispositions? a Query, Problem, Issue and Request b Query, Problem, Request and Complaint c Query, Problem, Request and Issue 7 AutoSummary will write notes for you on CXone and you will copy the notes to Tahi. a True b False c 8 Where do we view when last the customer contacted us? a Product Summary Widget b Communications Widget c Notes Widget 9 To see the current balance on Tahi, you have to use the________ a Finances Widget b Account Summary Widget c Account Overview Widget 10 What do we use to locate the correct KB article? a Key phrases b Key Statements c Key Words 11 What are the steps to do a swap (Add-On) a Stop, Remove Allocations, Add, Add credit b Stop, Remove Allocations, Add credit, Add c Add, Stop, Add credit, Remove Allocations, 12 When can we not do a pack swap? a The customer used more than 20mb/s b The customer has used 3 minutes of calls. c If the packs are for the same value. 13 How do we do a pack reversal? a Stop pack, Add Credit and Remove allocations b Remove Allocations, Add Credit and Stop pack c Stop pack, Remove Allocationas and Add Credit 14 Do we need to Authenticate the customer to be able to do a pack reversal. a Sometimes b Absolutely c No, just help them 15 Which widget can we help customers who want to purchase an add on? a Product Summary Widget b Communications Widget c Finances Widget 16 All add ons auto renew unless stopped but the customer. a True b False c We can decide for them. 17 A group plan is a customer who has more than one connection on their account. a True b False c I am not too sure. 18 How many months does carryover data last? a 6 Months b 12 Months c 24 Months 19 How does interest free repayment work? a A customer chooses the phone they want and pays it over over a length of time, with interest. b A customer chooses the phone they want and pays it over over 6 months, interest free. c A customer chooses the phone they want and pays it over over a length of time, interest free. 20 What is the minimum upfront payment for Interest Free Repayment? a $35 b $49 c $80

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Care Basics

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Froggy Jumps

Care BasicsOnline version

by Siyabonga Moloi

What is the CRM tool we will use at 2degrees?

How many types of physical SIM cards do we have?

What does ATL stand for?

Chose what you cannot do on CXone.

When dispositioning a call on CXone, how many dispositions can you chose from?

Which ones are dispositions?

AutoSummary will write notes for you on CXone and you will copy the notes to Tahi.

Where do we view when last the customer contacted us?

To see the current balance on Tahi, you have to use the________

What do we use to locate the correct KB article?

What are the steps to do a swap (Add-On)

When can we not do a pack swap?

How do we do a pack reversal?

Do we need to Authenticate the customer to be able to do a pack reversal.

Which widget can we help customers who want to purchase an add on?

All add ons auto renew unless stopped but the customer.

A group plan is a customer who has more than one connection on their account.

How many months does carryover data last?

How does interest free repayment work?

What is the minimum upfront payment for Interest Free Repayment?