Einstein Navigation and ITG's 2 (updated 10/21/15) Flashcards Preview

Jeopardy 2015 Care > Einstein Navigation and ITG's 2 (updated 10/21/15) > Flashcards

Flashcards in Einstein Navigation and ITG's 2 (updated 10/21/15) Deck (118)
Loading flashcards...
1

What are the 3 links above the customers information on the top panel in Einstein?

Recent Customers, Next Customer, New Window.

2

What are the 3 links under your name on the top panel in Einstein?

Preferences, Recommendations, and About Einstein.

3

What is the icon to the right of your name on the top panel in Einstein?

Question Mark icon.

4

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.

5

The Question mark icon does what?

is helpful in quickly locating Einstein user-based help.

6

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

7

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.

BAM! tool

8

Addresses are updated how often in the BAM! tool?

3 times per day

9

Inventory levels are refreshed how often in the BAM! tool?

every 20-30 minutes

10

What two ways can you send information to a customer in the BAM! tool?

by email address or cell phone #

11

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)

12

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.

Account History

13

The tab in Account History that provides a detailed record of the account activity.

Contact History

14

The tab in Account History that provides a detailed record of any trouble tickets submitted on behalf of the customer.

Ticket History

15

The tab in Account History that provides a detailed record of customer-driven events.

Customer History

16

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.

CAE Lookup

17

The tab in Account History that provides a summary of emails sent to the customer.

Email History

18

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

19

CAE Lookup provides the name and NT login of all agents who accessed the account over which length of time?

the past 90 days.

20

This is the link opens a pop-up window when you want to add a note?

Add Comment

21

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?

Service Centers

22

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

23

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

24

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

25

The channel lineup for the customer's area will be displayed with the following columns?

SD, HD, Channel, Lowest Package, Subscribed.

26

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

27

What are the 3 ways you can Filter by channel type?

1) HDTV 2) On Demand 3) Pay Per View

28

What are 4 of 9 ways you can Filter by Genre?

1) Music
2) Sports
3) Local
4) News & Info
5) Children & Family
6) Movies
7) Lifestyle
8) Help & Services
9) Multicultural

29

Is it possible to filter by genre using more than one of these options at the same time?

Yes.

30

The gray silhouette with the envelope icon indicates what?

represents the ability to email an article to a customer.