Agent Knowledge Battle (March'26)

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Across
  1. 3. Customers can only view the notice amount in Apps 2.0 and cannot view the disconnection notice. Based on the statement above, is it True or False?
  2. 7. Total number of service types available for submission on the Air Selangor website.
  3. 8. The agent could not provide information about closing the account. He said he would check and notify the customer within 24 hours. He should send the case details to the ______ platform.
  4. 10. Transfer of ownership refers to the process of reinstating the water supply of an existing registered water account after termination. Based on this definition, is the statement True or False?
  5. 14. The old account number is used for customer account verification. How many digits does it contain? ___________ digits.
  6. 16. What status should be entered for the case “Bill Route Type Change”?
  7. 17. To obtain statements dated before January 2018, customers must schedule a counter appointment and collect them in person. Based on the statement above, is this True or False?
  8. 18. Showing __________ helps the customer feel heard and valued. It calms the situation and builds trust while you work on a solution.
Down
  1. 1. To visit the counter, how many days earlier must customers make an appointment via Apps 2.0 or the Air Selangor website?
  2. 2. The customer has uploaded the IC (front and back) for account number verification due to the old IC number being updated in the system. The customer must wait _______ working days for the verification to be completed.
  3. 4. Agent informed customer to visit website __________ for application SADE.
  4. 5. CSR Shahril was penalized under the Business-Critical Element (BCE) – C 2.3.3 for exceeding the holding time. The agent failed to apply the first holding technique within the required timeframe of ____ seconds.
  5. 6. How many types of information are available for customers to view in the Bill and Payment History section in Apps 2.0?
  6. 9. Agent should not verify account holder’s name for ___________ case.
  7. 10. What is the highest CSAT score?
  8. 11. The agent was not mentioning customer name __________ in the conversation.
  9. 12. Customers can receive _________ Ringgit for a Setel voucher if they have 500 points in Apps 2.0.
  10. 13. Pay your bill once a month to earn __________ points. This mission resets on the 1st of every month.
  11. 14. How many verification steps must be completed before an agent can provide a customer’s account number?
  12. 15. The customer called and informed that the account has been disconnected. The agent advised the customer to make a payment through Air Selangor Apps 2.0 or ____________ for the fastest update.