Customer Care KT Model Answers - January 2025 - PDF

# Question Type - MC - MC - MC - MC - MC - MC - MC - MC - MC - MC # Question Text 1. If refund is being issued to a customer by Rail Operations Department and the refund ID is mentioned in CRM notes, is following action required? 2. The following action is required when sharing the resolution of...

# Question Type - MC - MC - MC - MC - MC - MC - MC - MC - MC - MC # Question Text 1. If refund is being issued to a customer by Rail Operations Department and the refund ID is mentioned in CRM notes, is following action required? 2. The following action is required when sharing the resolution of Unified CRM Case 3. The below statement is correct regarding the process of handling "Customer Care - Cases Pending for Info" Queue. 4. According to the mapping classification, the touch point (Intelligent IVR) will be directed to which department. 5. Can the customer apply for a seasonal parking permit for public parking for 6 months or 1 year ? 6. 8009090 IVR system is a new channel for applying for a Nol balance refund. 7. Tabby is a new payment option for some of RTA Services. 8. If the 04 case is active and out of SLA, the below action should be taken from your end. 9. Is it mandatory to log a phone call activity for all the customer calls, even if the customer did not answer the call, number was not reachable ? 10. Below is not considered as a channel for Nol pending credit activation. # Image, Video, Audio - Image - Video - Audio # Answer 1 **The follow up reminder is required** *Removing any comma in the case resolution. Due to a system issue that prevents the resolution from The queue should be checked regularly throughout the shift to address any cases that require attention Automatic Collection Systems - Yes - *True - False - *Check with team leader before closing the case - No - *Nol Bus Validator # Answer 2 **The case to be returned to the department** Removing the Comma after (Dear Valued Customer) statement is not required Using the CRM personal view will assist to track the assigned cases within this queue *Customer Happiness *No, the 6-month and 1-year subscription options are no longer available for seasonal parking permits. - False - *True - Proceed to resolve the case as per normal handling processes - *Yes - Parking machine # Answer 3 *The follow up reminder is not required The Comma after (Dear Valued Customer) statement has no impact on the Unified CRM Case Resolut *All the previous - Digital Services - Metro gates # Answer 4 - Answer 10 - Answer 4 - Answer 5 - Answer 6 - Answer 7 - Answer 8 - Answer 9 - Answer 10 - tion display # Correct Feedback, Incorrect Feedback, Points | Correct Feedback | Incorrect Feedback | Points | |---|---|---| | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 | | Correct | Incorrect | 10 |