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Flashcards in einstein old Deck (218)
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1

The blue account indicator indicates what?

Indicator is informational

2

In Account info, what does the red indicator mean?

Account is pending a disconnect or disconnected (can be voluntary disco or non-pay disco)

3

X1 On Demand Streaming is not available on?

Kindle Fire

4

The yellow account indicator indicates what?

A warning or alert about the account

5

FCC Fee

This fee refers to the annual regulatory fees that the Federal Communications Commission collects to recover the cost of its enforcement, policy and rulemaking, user information, and international activities.

6

What are 5 of the 9 genres you can filter by in the Channel Lineup?

Music, Sports, Local, News & Info, Children & Family, Movies, Lifestyle, Help & Services and Multicultural

7

After loading an account, users with access to Einstein Service can see this in the center panel?

Interactive Troubleshooting Guides (ITG's)

8

Name 5 of  the 10 options you can enter into Einstein to access a customer's account?

Phone #, Account #, CR Ticket Number, First Name, Last Name, Postal Address, Zip, Mac Address, DNS Lookup, Email Address/Username, or previous accounts through dates.

9

How many times are addresses updated in the BAM! Tool?

3 times a day

10

Which link do you use to see if there has been at least one Trouble Call scheduled on the account within the last 30 days?

Recent TC Link

11

What is the Primary Box used in an X1 AnyRoom DVR setup?

XG1

12

In Einstein, what is the first search box under find customer?

Phone number

13

If a Customer Calls In demanding to be put on the do not call/ do not mail list, where would you go in Einstein to do this?

My Useful Links > DNC/DNM Tool

14

What section indicates whether or not the customer is part of a reported outage?

Network Health section

15

What are three methods New XFINITY Voice customers can receive their CPNI PIN?

1) Automated call2) Email (if account has existed for 30 days or more)3) US mail (Einstein Document ID POL1035)

16

Where can you see if any Open Work Orders are on an Xfinity Customer Account in Einstein?

Account Health > Open Work Orders

17

What does a yellow circle indicate in the email Indicator?

The email is missing.

18

What are the steps for scheduling a Drop Bury Special Request Order in Einstein?

Toolkits > TV > Account > Special Request Order

19

If A Customer is moving and wants to find out if the area they are moving to has Comcast service, where would you go in Einstein to find out this information?

My Useful Links > Movers Transfer > Type in Zip Code

20

How many times are inventory levels refreshed every day in the BAM! Tool?

20-30 minutes

21

Where would you go in Einstein to troubleshoot a customer having issues ordering a PPV?

TV > PPV Issues > Unable to Order PPV

22

In what way does Einstein implement Social Media-Like Information Sharing?

Through news feeds and alerts that are specific to the employee, their role, and their location.(Introduction to Einstein Service - WBT)

23

Name 3 specifications of a set-top box that you can find in Einstein?

1) Set Top Box Name 2) Set-top Make 3) Set-top Model 4) Set Top Type 5) STB Serial Number 6) STB MAC Address

24

What is the path you would take to provide a detailed record of the payment history?

Account Health > Account Info > View Billing Details

25

When using the Recommend a Change option in Einstein, how long before an Einstein Team member will respond?

Within two business days. (Document ID HOW4306)

26

How to Sign up for Paperless Billing with Ecobill?

1) Sign in to My Account. 2) Click the blue Request paperless bills cube below your account details.3) Select the Online button to get Ecobill. 4) Select the check box to agree with the Comcast Ecobill Terms of Service and click the yellow Save bill preferences button. (Document ID HOW3275)

27

What wiring is the responsibility of Comcast?

Our Xfinity TV service system to your residenceAerial or underground drop to the point of entry to your residence or approximately 12inches outside the homeComcast owned equipment that you may be leasing.

28

In order to stream X1 content from their mobile device

Customers must be connected to their in-home XFINITY network

29

What color and shape is the indicator when Ecobill or auto-pay is enabled?

A green circle

30

What website can a customer go to Opt Out of Receiving More Relevant Advertising relating to Comcast Xfinity services?

http://www.comcast.com/adservices. (Document ID HOW3252)

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