Product Knowledge Test_ORM_September - Week 2

Sathish was denied a ride by a captain. On checking you find that he was charged a cancellation fee as well.

What tag should be added in such cases?

• Captain denied duty

• Cancellation Charges

• Captain Behaviour

Sham is a Rapido captain. He wants to update his phone number. He shared his escalation on Twitter DM.

What is the first response that you should send?

• Ask the Reason for Changing Number

• Ask fo Registered Mobile number

• Ask for a screenshot of his app

Faroah sent a review on Captain App, "Why so less orders, have to wait for the next order to reach me. How do I get more orders!! Upar se you charge 15% commission, WASTE!!"

What tag should be used for Faroah's review?

• Demand Related

• General Captain Queries

• Supply Issue

• Captain Support Negative

Madhu reached out to us asking for an update on his pending app issue already raised with us.

What status should this ticket be moved to on Simplify?

• Open

• Soft Close with Note

• Close with Note

• In Progress with Note

Garima got a cancellation fee charged on her last ride. She reached on messenger with the history of her experience.

What action should be taken on this?

• Create/update Freshdesk Ticket for refund with CS Group

• Create ticket with CS for cancellation waiver

• Go to Profiles Dashboard for cancellation refund and update Garima

Samisha wished us 'Congratulations' on our Linkedin Post about raising new investor funds.

What should the status and tag be?

• Status: Close; Tag: General Engagement

• Status: Ignore; Tag: General Engagement

• Status: Ignore

• Status: Close; Tag: Campaign Specific

Vipul's app is not working, he is unable to login to the customer app.

He shares a screenshot that says 'Login Limit Exceeded', how should you proceed with this?

• Check on Profiles Dashboard if he is registered both as a customer and captain

• Ask him to share his IMEI number

• Get his number and escalate to tech support

Captain has requested to update his city. On probing you found a freshdesk ticket as well.

How should this be actioned upon?

• Send request via mail to city ops

• Change group to ORM team on FD, and update his city and details

• Update his ID from supply dashboard

Manual Survey is sent on which tickets? Ticket the options from below:

• Facebook DM

• Facebook Comment

• Twitter DM

• Instagram

• Twitter Public

Sharmishtha commented saying 'Happy New Year' on our latest post on Instagram.

What should this be tagged under?

• General Engagement

• Appreciation

• Campaign Specific

• Marketing