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Comcast Jeopardy Care 2016 > Einstein 360 > Flashcards

Einstein 360 Flashcards

1
Q

What is the duration of days you can look up a ticket in history

A

7

14

30

60

90

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2
Q

What are the options under the Voice>Non-Comcast (XH) Alarm System ITG?

A

Alarm System (not Xfinity Home)

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3
Q

What are the choices found under “Select the option that best describes the equipment issues the customer is experiencing” under Equipment Issues ITG?

A

Excessive Noise Missing Time Display Set-Top Box Rebooting Set-Top Box Will Not Turn On

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4
Q
A

CIMA Login

Login information when Comcast customers authenticate with Comcast to access mobile and web applications, both internal or partner applications.

A few examples include MyAccount, XH, HBOgo, NBC, and more.

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5
Q

What is the date range for serching in 360

A

30, 60, 90 days

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6
Q
A

Telesales Call

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7
Q

What are 6 of the 12 troubleshooting options under the Pay Per View Issues ITG? (XI)

A

Audio Buzzing/Popping Audio

Audio Cuts In and Out Audio Out of Sync

Grainy Low Audio

No Picture No Sound

Pixelation Snowy

Tiling Unable to Order

Wrong Language

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8
Q

What is the main menu in 360

A

Overview, account, billing/payment, troubleshooting, services, activity

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9
Q

Internet Topics for ITG in 360

A

Abuse/Security,

Assurance Issues,

Actiavtion,

Connection issues,

CPNI,

Email issues,

feature issues,

login issues,

Xfinity Aps,

Xfinity Connect,

Xfinity Features & services

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10
Q
A

ITG

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11
Q
A

Device Swap

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12
Q

What are the options under the Voice>Caller ID ITG?

A

Inbound Caller ID

Outbound Caller ID

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13
Q

What are the choices found under “Select the option that best describes the customer’s reported issue” for the Picture Quality/Image Resolution ITG?

A

Reception Issues

Live Linear Frozen Image

Image Resolution (Black Bars/Borders HD Tune Delay)

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14
Q

How do you cancel a customer’s Netflix subscription through Einstein 360?

A

Click on Services tab,

select Additional Services,

click Cancel Enrollment, then select Yes.

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15
Q

What are 3 of the 6 choices under “Select the option that describes which Interactive Television (iTV) feature the customer is having issues with” for the Interactive TV ITG? (X1)

A

General iTV Issues - Missing content

Menu not displayng or SPECIFIC features like:

Home Shopping Network

Linear Upsell

Ready Remind Record Watchlist

Request for Information

XFINITY Latino Channel

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16
Q

What is the number of options available under the Legacy>Informational Issues ITG?

A

9

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17
Q

What are the 4 options under the Legacy>DVR Issues ITG?

A

DVR Error Codes

DVR Playback Issues

DVR Recording Issues

External DVR Issues

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18
Q

What are 4 of the 7 choices under “Select the option that describes the issue the customer is having with email” under the Email Issues ITG?

A

Sending Email

Receiving Email

Missing Email

Unable to Setup Mail Client

Your Browser is Not Supported Message

XFINITY Connect Feature Issue

XFINITY Connect Latency

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19
Q
A

We’re On It

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20
Q

What are the options under the Legacy>XFINITY OnDemand (XOD) Issues ITG?

A

XFINITY OnDemand Issues

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21
Q
A

PPV

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22
Q

what are 4 einstein doc types

A

tlk, how, prd, pri, lnk, pol, cpn

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23
Q
A

ECR Letter

Escalation Care Representatives (ECR) handle corporate complaints (BBB, FCC, etc.), Executive complaints (Letters/Calls to Executives) and other escalated customer complaints.

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24
Q
A

New Device

Customer received a new device within the last 45 days

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25
Under Activiy
Tickets, work orders
26
XBO
Xfinity Back Office
27
XRE Error
28
Einstein Load
29
Forum Post
30
What is under addititional services
Netflix
31
Email Migration
32
Call Quality
33
Cima Password Reset
34
What are the options under Internet\>CPNI ITG?
CPNI/Personally Identifiable Information (PII) Issues
35
telesales\_ems (any team sends cust ems about svs)
36
What are **3 of the 9** the choices found under "Select the option that describes the customer's issue with their guide" **for the Guide and Parental Control Issues ITG?**
Channels missing from Guide Incorrect Guide Information displaying in Guide Missing Guide display Partial Guide display no Guide displayed slow guide response no ability to search To be announced Mesage Parental Control issues
37
VOD Short Session
38
Emergency Maintenance
39
Outbound Call
40
Name 4 options are under "Select the option that best describes the Customer's reported Issue" For Audio Issues ITG? (X1)
Audio Quality Audio Volume Incorrect on Commercials Closed Captioning Descriptive Video Service
41
Under Services
Customer Agreements, addtional services
42
New Package Customer recently added a new package to their service within the last 30 days
43
what 2 options show under "Notifications"
news, alerts
44
How many options are listed under the Legacy\>Billing Issues ITG?
0, theyve all been decomissioned
45
Moves Customer has an upcoming Move or has moved within the last 30 days
46
Account Number Change
47
What the choices found under "Select the option that best describes the customer's reported issue" for the No Picture ITG?
All Snow Black Screen Blue Screen Green Screen
48
Direct Mail
49
Email Communication
50
Planned Maintenance
51
What are the 3 options under the Voice\>Dial Tone Issues ITG?
Cannot Break Dial Tone Dial Tone Cuts IN and Out No Dial Tone
52
What are the 4 options available under the **Voice**\>Cannot Make and/or Receive Calls ITG?
Cannot Make Calls Cannot Receive Calls Has Dial Tone But Can't Make and Receives Calls Ringback
53
What are the 3 options found under "Select the best option that describes the customer's reported issue" for DVR issues? (X1)
DVR Error Codes DVR Playback Issues DVR Recording Issues
54
ECR Contact Escalation Care Representatives (ECR) handle corporate complaints (BBB, FCC, etc.), Executive complaints (Letters/Calls to Executives) and other escalated customer complaints.
55
What are the 5 options under the Internet\>XFINITY Features and Services ITG?
Constant Guard DVR Manager Issues Online Closed Captioning TV Everywhere Issues Virus Issues
56
What is the optoins under Troubleshotting - ITG
Overview; Internet, TV, Voice
57
Self-Install Kit
58
Promo Rolloff Customer is within 45 days of a Promo Roll off
59
VOD Error
60
Truck Roll Install Customer has an upcoming or recent Truck Roll within the last 30 days
61
What are the 5 options under the X1\>XFINITY Feature and Services ITG?
X1 Caller ID on TV X1 If This, Then That App X1 MyDVR Manager X1 Send to TV X1 Voice Guidance Issues
62
what does the 2 racing flags mean?
customer promo info
63
What are the 2 options under the Voice\>Voice2go ITG?
Voice2go XFINITY Text Messaging
64
What are the 4 options under the Internet\>Connection Issues ITG?
Connectivity Issues Customer Security Assurance Alert Notice (In Browser Notification) XFINITY WiFi MDU Common Area XFINITY Wireless Gateway
65
what is under Account in 360
Users/Preferences, account history, xfinity cupons
66
Promotion Roll-off
67
In the ITG \>\> under Equipment Issues? What are the 4 options available? (X1)
Excessive Noise Missing Time Display Set-Top Box Rebooting Set -Top Box Will Not Respond
68
Tech ETA
69
XH Touchscreen Offline
70
Escalation Customer has had 6 or more phone calls and 2 or more truck rolls in the last two weeks, or has an ECR Contact or ER One ticket in the last 30 days
71
Sider defult is
30 days span
72
NPS Callback
73
Equipment Update
74
What is under Billing & payment
Summery , bills, payments, presernces
75
My Account Web Login
76
What are the options under the **Voice\>**Features Issues ITG?
Directory Assistance Directory Listing Features Issues Nuisance or Unwanted Calls Referral Message
77
Under Services- Customer approval
Approvals contacts , history
78
Consent Status Updates
79
What are the options under Voice\>Abuse/Security Assurance Issues ITG?
Unauthorized User Changes
80
What 2 options are under the Internet\>Abuse/Security Assurance Issues ITG?
General Security Issues Unauthorized User Changes
81
ITG options under TV in 360
Abuse/Security, Assurance issues, activation, audio issues, dvr issues, equimpment issues, feature issues, guide and parental, control issues, itv-interactive tv, login issues, no picture, p;icture quality/image resloltion, ppv issues, remote control issues, xfinity apps, xfinity on demand issues
82
What are the 7 options under the Internet\>XFINITY Connect ITG?
Access Requires High-speed Internet Error Message Address Book Issues Calendar Issues Call Log Address Book Builder Issues Easy Change Issues Social Media (Facebook/Twitter) Issues XFINITY Connect Ad Complaint
83
What are the options found under the X1\>XFINITY OnDemand (XOD) Issues ITG?
(X1) XFINITY OnDemand Issues
84
What are the 3 options available under TV Login Issues?
UID Creation Issues Unable to Login to Xfinity Sites XFINITY Username Password Reset
85
Customer Request Ticket
86
What are the options under the Internet\>iTV-Interactive TV ITG? and how many choices are found within the ITG?
Self Service App 10 choices
87
Adjustments
88
optoins for time fliters in timeline
1 day, 1 week, 2 weeks, 1 month, 3 months, all
89
What are the ITG list for CDV
Abuse/Security Assuance issues call quality issues caller id can not make or recive calls CPNI dial tone issues e911 fax machine feature issue log in issue non comcast xfinity home alarm system voice to go voice mail issues xfinity apps
90
What are the 4 options under the Internet\>Login Issues ITG?
Transfer of XFINITY Username From Previous Account UID Creation Issues Unable to Login to Xfinity Sites XFINITY Username Password Reset
91
What is the menu for Timeline
Enstine 360 home network watchtower nosie patrol PHT Own it
92
What are the 2 options under the Voice\>XFINITY Apps ITG?
MyAccount App XFINITY Connect App
93
What are the optoins on the left side of Timeline
product admin self service agent tech network Timespan
94
Security Deposit
95
What are the options under Internet\>Activation ITG?
XFINITY Internet Activations
96
What can you do under under ecobill under billing
email instructions to a customer
97
Timeline Lookup
98
Billing Statement
99
What are the options under the Legacy\>Picture Quality/Image Resolution?
Picture Quality Issues
100
What are the 4 options under the Legacy\>XFINITY Apps ITG?
MyAccount App XFINITY Connect App XFINITY TV on 4K/UHD XFINITY TV Remote App
101
What is under Troubleshotting
ITG, devices/Diagnostics, outages
102
What is the available option under TV Activation ITG?
Video and Remote Activations \*Device Activations \*Remote Control Activations
103
Internal Communications
104
What are the available options under Legacy\>Activation ITG?
Video and Remote Activations
105
What is the option under acticity- work orders
current , history
106
Under Biling/payment\>Bill what are the options
Bill comparision and Bill history
107
What 2 of 4 ITG options are under Connection Issues for Internet?
Connection Issues Customer Security Assurance (C.S.A.) Alert Notice XFINITY WiFi MDU Common Area XFINITY Wireless Gateway Settings
108
Degraded Service
109
Customer Move
110
upsell Upsell events are events that mark when a customer has accepted an Upsell offer that has been projected to their STB.
111
Mobile .COM Login
112
What is under acticity, tickets
current, history
113
Soft Disconnect
114
ER One
115
Outage
116
What are the options under Notes
create new note view all history
117
Journey Assistant
118
How many ways can you search for a customer in Einstein and what are they?
7 Ways 1. Phone 2. Account 3. Name 4. Address 5. CR Ticket 6. E-Mail/Username 7. MAC Address
119
This new feature in Einstein 360 allows you to see and create notes within and between multiple service channels?
Unified Notes
120
What are 3 scenarios where you need to check the historical data of a device?
Intermittent internet connection Intermittent dial tone Slow browsing Voice quality issues Degraded picture Intermittent tiling Intermittent VOD
121
What does the acronym WOH stand for?
Wifi Optimized Home
122
What does the Green Flag in Proximity Check mean?
Online Device
123
What does this work order mean? A4 (CSG) or 462 (AMDOCS)
Amazon New Connect
124
What is located in the center panel, allows you to do Google-like serches using very specific search queries, keywords, document IDs, and even common problems to locate answers?
Einstein's Smart Search
125
What is the billing feature our business agents use to assist a customer with understanding why a bill changed month over month?
Side by Side Comparison Tool
126
What is the definition of an ITG?
Interactive Troubleshooting Guides

Comcast Jeopardy Care 2016 (26 decks)

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