Process & Project Information - Pop Quiz/August

19 Questions

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Process & Project Information - Pop Quiz/August

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Questions and Answers
  • 1. 
    If customer from Nashama (Rawda) , whose DLP is expired is insisting for logging in the request what will you do?
  • 2. 
    Q2. While raising request for DIFC SHABAKA, how do we capture the location.
    • A. 

      Choose the community details

    • B. 

      Choose the site executive details

    • C. 

      Choose the Site and then the location details

    • D. 

      Copy paste the email location

  • 3. 
    If a customer asks, why the service delivery team has not come for the appointment, I will put the customer on hold even if it exceeds AHT to check the details with the service delivery team.
    • A. 

      True

    • B. 

      False

  • 4. 
    If you receive a service request stating for “Lights replacement”, what would be the classification associated with it in IDAMA MAXIMO.
    • A. 

      "SR\Common areas\Bulb"

    • B. 

      " SR\lighting\light bulb needs to be replaced"

    • C. 

      "SR\light buld\common areas"

    • D. 

      Option 4

  • 5. 
    How do you define in TECOM Maximo-Relationship status “Staff”.
    • A. 

      Anyone who is appointed by TECOM Management

    • B. 

      Anyone who is appointed as DPCM staff

    • C. 

      Anyone who is responsible for TECOM MAXIMO

    • D. 

      Option 4

  • 6. 
    How do you define in IDAMA Maximo-Relationship status “Client”
    • A. 

      Clients who are all using Maximo

    • B. 

      PM Executives, PM Managers, Facilities coordinator appointment by the client.

    • C. 

      Staff employed by IT team

    • D. 

      Option 4

  • 7. 
    Using abbreviation such as (DMC,DIC etc) while querying to the customer on call is appropriate
    • A. 

      True

    • B. 

      False

    • C. 

      I have no idea

    • D. 

      May be

  • 8. 
     "May I please transfer your call to a short survey is the incorrect verbatim.
    • A. 

      FALSE

    • B. 

      TRUE

    • C. 

      May be

    • D. 

      No way

  • 9. 
    FMS (Feedback Management System) score is relevant in ensuring a great customer experience, and is also a mandate for CX agent KPI
    • A. 

      False

    • B. 

      True

    • C. 

      May be

    • D. 

      No idea

  • 10. 
    Raising service request using the base location in TECOM MAXIMO & IDAMA MAXIMO is correct.
    • A. 

      True

    • B. 

      False

    • C. 

      May be

    • D. 

      No way

  • 11. 
    Incase, a location selected is refraining you from routing the SR, what should be done.
    • A. 

      Please call IT desk team and solve the issue yourself

    • B. 

      Please call the team leads to enquire

    • C. 

      Please raise a LINK IT on ESD and send an email to the Technical Team.

    • D. 

      No idea

    • E. 

      I am not sure

  • 12. 
    For request to be raised in TECOM as well as IDAMA Maximo, how do you find the correct location.
    • A. 

      By using "checkbox"

    • B. 

      By using “open drill down”

    • C. 

      No idea

    • D. 

      I am not sure

    • E. 

      What is Maximo?

  • 13. 
    For a service request stating “The decor light in the walkway between building #6 at Marsana needs to be fixed, thread came out from most of the lights.” mentioning location as MDN-MSA is it correct. If yes please write yes, if no write the correct location details
  • 14. 
    How do you check if the customer is having a contract in Shabaka portal
    • A. 

      Email

    • B. 

      Phone Number 

    • C. 

      Contract number

    • D. 

      All of the above

  • 15. 
    Please mention the verbatim to be used in the following scenario. Shabaka "Emergency Request"
    • A. 

      Emergency charges to be informed. 150aed +vat or 157.45aed. First visit is for inspection & if the rectification is not done then & there. Second visit will be scheduled & quotation will be provided.

    • B. 

      Emergency charges and express charges are the same. Rectification will take time but first visit is free Quotation will take 5-10 days but we can expedite

    • C. 

      Emergency and Standard charges vary Second visit will need more time quotation will be provided.

    • D. 

      Option 4

  • 16. 
    Please mention the verbatim to be used in the following scenario. Shabaka " Standard request"
    • A. 

      Online payment - request you to visit the portal and pay through quick pay. Alternatively, we can email you the payment link

    • B. 

      Online payment and cash is accepted

    • C. 

      Online quick pay option is better for you

    • D. 

      Cash payment is upto you

  • 17. 
    What is the highest rating an agent can receive on his/her performance review?
    • A. 

      3

    • B. 

      4

    • C. 

      5

    • D. 

      6

    • E. 

      2

  • 18. 
    Keeping customers on conference call with the service delivery team is allowed and is the best way to provide an enhanced customer experience every time-  true or false?
    • A. 

      True

    • B. 

      False

  • 19. 
    On voice and digital quality, operations and quality go hand in hand.
    • A. 

      Sometimes

    • B. 

      May be

    • C. 

      Definitely

    • D. 

      None of the above

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