FREQsTmelne

Question 1

This is a tool that works to collect, clean, and distribute customer data in the form of an event.

Answer 1

Timeline

Question 2

In Timeline this is a view of who the customer is, including past event history and customer actions.

Answer 2

Profile

Question 3

This term is used to describe a snapshot of customer activity within Timeline.

Answer 3

Event

Question 4

This tool within Timeline allows you to set up lists of customer to watch, set notifications for certain events that occur on their account, and share those lists with team mates.

Answer 4

Watchlist

Question 5

A watchlist within Timeline can be setup to be one of these 2 views.

Answer 5

Public and Private

Question 6

A watchlist within Timeline can be setup with up to this many different types of events.

Answer 6

10

Question 7

Two of the three types of profiles found in Timeline.

Answer 7

Xfinity Users, Billing Accounts, and Devices

Question 8

A event is always marked with these two things.

Answer 8

Date and Time

Question 9

The 4 levels of accounts in collections.

Answer 9

Low, Medium, High, and Never Pay

Question 10

An account that’s been turned over to an outside collections agency (OCA) is known as this type of account.

Answer 10

Charged Off

Question 11

how long must a credit agency wait before reporting to the credit bureaus

Answer 11

60 days

Question 12

This swimlane category has network events.

Answer 12

Network and Operations

Question 13

This swimlane category has internal and self-service troubleshooting, feedback, and repair events.

Answer 13

Customer Support

Question 14

This swimlane category has events about customer interactions with our services and products.

Answer 14

Products and Apps

Question 15

This swimlane category has direct sales and print/digital marketing events.

Answer 15

Marketing

Question 16

This swimlane category has events on account update/notifications, Xfinity Rewards, payments, adjustments, and purchases.

Answer 16

Account and Sales

Question 17

The 4 shortcut options when selecting the amount of time to be viewed.

Answer 17

90, 30, 15, and 1 days

Question 18

The icon within Timeline that indicates an outage event occured.

Answer 18

Red Triangle with Exclamation Mark

Question 19

The icon within Timeline that indicates a tech appointment.

Answer 19

Brown Truck/Van

Question 20

The icon within Timeline that indicates a premise health test.

Answer 20

Brown Tools (Wrench and Screwdriver)

Question 21

The color of the icons within Account Notification events.

Answer 21

Grey

Question 22

The color of the icons within Payments and Adjustment events.

Answer 22

Dark Green

Question 23

The color of the icons within Purchase events.

Answer 23

Light Green

Question 24

The color of the icons within Internal Troubleshooting events.

Answer 24

Dark Orange (Rust)

Question 25

The color of the icons within Self-Service Troubleshooting events.

Answer 25

Light Orange

Question 26

The color of the icons within Support Interaction events.

Answer 26

Dark Blue

Question 27

The color of the icons within Repairs and Install events.

Answer 27

Brown

Question 28

The color of the icons within Nework Issue events.

Answer 28

Red

Question 29

This allows you to view all customer interactions with our products, services and support channels on a single page that’s easy to navigate.

Answer 29

Timeline

Question 30

The two different viewing options on Timeline.

Answer 30

Event List and Swim Lanes

Question 31

The name of the horizontal rows of events on Timeline are called.

Answer 31

Swim Lanes

Question 32

With timeline you can search for a customer by using these 5 search criteria.

Answer 32

Name, Address, Email, Phone Number, and Account Number

Question 33

With timeline you can understand the entire customer story through hundreds of these.

Answer 33

Events

Question 34

This tab within Timeline allows you to focus on specific events by removing others from view.

Answer 34

Filter Events

Question 35

This section displays a description of all events stored within the Timeline, including the type of event, description, source of information and availability.

Answer 35

Timeline Legend

Question 36

This section within Timeline shows all Biller, Agent and Tech Notes that feed into the Unified Notes system.

Answer 36

Communications

Question 37

This button brings up the Communications section within Timeline.

Answer 37

Notes (Page/Paper Icon)

Question 38

To strengthen overall security for Timeline, this rule was implemented.

Answer 38

30 Day Inactivity

Question 39

If you haven't accessed Timeline in this many days or more, your account will be considered inactive and access will be removed.

Answer 39

31

Question 40

In Timeline you can search for a customer from the home screen or from this location.

Answer 40

Global Search Bar

Question 41

You can view for Watchlists in Timeline by searching for this.

Answer 41

Watchlist Name

Question 42

You can access Timeline in Einstein360 through this tab.

Answer 42

Account History

Question 43

Within the communcication section of timeline, the phone icon lets you do these 3 items if not grayed out.

Answer 43

Voice call, Video call and NPS callback

Question 44

Voice call, Video call and NPS callback is also known as this.

Answer 44

Timeline talk