Flashcards in Einstein Navigation and ITG's 2 (updated 10/21/15) Deck (118)
What are the 3 links above the customers information on the top panel in Einstein?
Recent Customers, Next Customer, New Window.
What are the 3 links under your name on the top panel in Einstein?
Preferences, Recommendations, and About Einstein.
What is the icon to the right of your name on the top panel in Einstein?
Question Mark icon.
The Question mark icon will serve what two purposes once clicked?
1) A page overlay will appear displaying text boxes next to predetermined links and icons providing detail about page functionality.
2) A link will appear at the top of the screen which opens an index of all Einstein user-based How To articles.
The Question mark icon does what?
is helpful in quickly locating Einstein user-based help.
Name 4 of the 8 ways you can search or find a customer in Einstein?
1) Phone Number
2) First/Last Name
3) Account #
4) CR Ticket #
5) Postal Address/Zip
6) Email Address/Username
7) Previous Accounts/Date Range
8) Mac Address
With this tool, agents have the ability to view Customer Service Center locations and inventory before referring a customer to a location or locating The UPS Store* to return equipment.
Addresses are updated how often in the BAM! tool?
3 times per day
Inventory levels are refreshed how often in the BAM! tool?
every 20-30 minutes
What two ways can you send information to a customer in the BAM! tool?
by email address or cell phone #
When emailing service center information to a customer from the BAM! tool, what information does the email include?
1) Customer Service Center information
2) Driving directions
3) Link to map of Customer Service Center location
4) High level inventory: equipment type and count (if applicable)
5) Activation/install support (if applicable)
This is the link opens a pop-up window with customer-specific information related to Contact History, Ticket History, Customer History, CAE Lookup and Email History information.
The tab in Account History that provides a detailed record of the account activity.
The tab in Account History that provides a detailed record of any trouble tickets submitted on behalf of the customer.
The tab in Account History that provides a detailed record of customer-driven events.
The tab in Account History that provides name and NT login details of all agents who have accessed the account over the past 90 days.
The tab in Account History that provides a summary of emails sent to the customer.
Email History provides a summary of which 3 types of emails sent to the customer?
1) Auto-generated Emails
2) My Account Email Subscriptions
3) Emails by Agents Sent from Einstein
CAE Lookup provides the name and NT login of all agents who accessed the account over which length of time?
the past 90 days.
This is the link opens a pop-up window when you want to add a note?
This is the link opens a pop-up window when you want to locate the nearest Customer Service Center or The UPS Store* to return equipment?
What are the 5 links to the right of the customers address in the top panel?
1) Account History
2) Add Comment
3) Service Centers
4) Channel Lineup
5) More Actions
What is the path you would take to access to channel lineup for a non-customer?
My Useful Links > More Useful Links > in National Links section > Einstein Channel Lineup
If the channel lineup is not available for a specific account/address/zip code, you will be presented with a list of channel lineups to choose from based on what?
the headends in that area
The channel lineup for the customer's area will be displayed with the following columns?
SD, HD, Channel, Lowest Package, Subscribed.
What are the 4 ways you can Filter/Search the Channel Lineup?
1) Filter by package
2) Filter/Search by keyword
3) Filter by channel type
4) Filter by channel genre
What are the 3 ways you can Filter by channel type?
1) HDTV 2) On Demand 3) Pay Per View
What are 4 of 9 ways you can Filter by Genre?
4) News & Info
5) Children & Family
8) Help & Services
Is it possible to filter by genre using more than one of these options at the same time?