It's So Obvious (IJA 10-16-18)

Question 1

What are the 4 ways to obtain customer approval?

Answer 1

Text
Email
Verbal
eSignature

Question 2

On the CSG Summary screen, what tabs are available for the “Offers/Products for Account” section?

Answer 2

Current
Offer Upsells
Product Upsells

Question 3

Name 3 new NBC fall shows?

Answer 3

I Feel Bad, New Amsterdam, & Manifest

Question 4

What is the name of NBC’s new concert airing on October 29, 2018?

Answer 4

“A Very Wicked Halloween: Celebrating 15 Years on Broadway”

Question 5

Name of international broadcasting company that Comcast recently purchased?

Answer 5

Sky plc

Question 6

On the CSG lookup screen, what are the 4 categories of lookup?

Answer 6

Customer Care
Location
Equipment
All

Question 7

What is the last resort for an approval without customer input in csg?

Answer 7

Supervisor Override

Question 8

What option can the customer push to stop the automated IVR for Customer Approval?

Answer 8

9

Question 9

When looking at the main page of the STARS tool, what are the three dropdown options?

Answer 9

Tools
Reports
Documents

Question 10

What is the name of the tool used for adding customer owned devices and what does it stand for?

Answer 10

SMIT

Simple Modem Initialization Tool

Question 11

What does the ER in EROne stand for?

Answer 11

Escalation Resolution

Question 12

On the customer-facing site, what are the 6 icons on the top right of the main page and what do they mean?

Answer 12

Envelope - Email
Television - Xfinity Stream
House - Xfinity Home
WiFi Symbol - Xfinity xFi
Telephone - Voice
Cell phone - Xfinity Mobile

Question 13

What is the URL of the Xfinity site?

Answer 13

https://my.xfinity.com

Question 14

Once logged into the My Account portal on the site, what are the 6 options listed across the top in the blue bar?

Answer 14

Overview
Billing
Services
Users
Devices
Settings

Question 15

List the 4. options across top left of my.xfinity.com home page

Answer 15

1. My Xfinity 2.Shop/Upgrade

3. Support 4.My Account

Question 16

When on my.xfinity.com, what are the 4 options under Help & Support?

Answer 16

Recommended Articles
Quick Links
Topics
Contact Us

Question 17

What is the name of the company with whom Xfinity has partnered to offer home insurance?

Answer 17

Hippo

Question 18

On xfinity.com/support, what are the options under

“Didn’t find what you were looking for?”

Answer 18

Talk to an Agent ,Chat with an Agent, Visit an Xfinity Store

Question 19

What are Our Help Communities on xfinity.com/support?

Answer 19

Facebook,Twitter, Forums, Reddit

Question 20

Name xfinity.com Support Site Languages

Answer 20

English / Spanish

Question 21

What is the website and earning breakdown for customers who influence their family and friends to choose Xfinity?

Answer 21

referafriend.xfinity.com

$100 for 1st friend, $200 for 2nd friend, $200 for 3rd friend in a year.

Question 22

What are the eight core behaviors in S4X?

Answer 22

Be Warm and Friendly
Own It
Show Appreciation
Make it Effortless
Listen Actively and Respond Appropriately
Discover Needs
Be an Xfinity Ambassador
Set Clear Expectations

Question 23

What are the 4 categories of S4X scoring and their point values?

Answer 23

Exceptionally Demonstrates - 10
Effectively Demonstrates - 8
Partially Demonstrates - 5
Did Not Demonstrate - 0

Question 24

S4X quality evaluations for agents will consist of what 2 components?

Answer 24

Their behavior score and their Business Process Accuracy (BPA)

Question 25

What are the 6 Business Process Item Elements in S4x?

Answer 25

``` Account Notation Authentication Customer Approval Customer Interaction Policy Risk Management Transaction Accuracy and Tool Effectiveness ```

Question 26

What year was "System Refresh" enabled on X1?

Answer 26

2016

Question 27

Online community platform that Xfinity customers and other consumers can use to discuss service issue resolutions?

Answer 27

Reddit

Question 28

What are the 4 S's in S4?

Answer 28

Start Solve Sell Summarize

Question 29

What 2 communication options does a customer have available to them to reset their password for their username?

Answer 29

Preferred email and Mobile number

Question 30

What are the KPI's on your scorecard

Answer 30

``` FCR S4X TSR VOC XFR CPPH ITG ADH ```

Question 31

What are the KPI's that are factored into your composite?

Answer 31

``` FCR S4X TSR VOC XFR ```

Question 32

The composite score is made up of 5 KPI's, each weighted at ____%

Answer 32

20%

Question 33

What is the URL for the Comcast intranet site?

Answer 33

www.comcastnow.com

Question 34

What are the 3 subcategories of the main menu on the Comcast intranet site?

Answer 34

Working At Comcast Our Company Resources

Question 35

What is the software that powers the C.O.A.C.H. tool?

Answer 35

MuleSoft powered by Mule

Question 36

How many self service categories are on the intranet site?

Answer 36

9 (Job Search, myBenefits, myLearning, Personal Overview, Personal Overview, Performance Review, Pay Statement, Paid Time Off Statement, Time Off History, Time Entry)

Question 37

What are the 5 levels of scoring for KPI performance evaluation?

Answer 37

``` Exceptional Highly Effective Achieves Expectations Needs Improvement Unacceptable ```

Question 38

What does acronym C.O.A.C.H. represent?

Answer 38

Customized, Ongoing, Actionable, Coaching for High Performance

Question 39

What is the name of the series that highlights the top stories from this week's Genius in your Inbox?

Answer 39

Genius Television

Question 40

What is the name of the On Demand content that offers a collection of premium action sports films, including the highest quality snowboarding, skiing, skateboarding and surfing films available?

Answer 40

Echoboom Sports

Question 41

What does CC WoW stand for?

Answer 41

Call Center Without Walls

Question 42

How long does a customer have before pressing one to confirm there order on a verbal approval before it cancels the process?

Answer 42

3 mins

Question 43

When placing on hold, when should you check in with the customer?

Answer 43

Every 60 sec ( 1 Min.)

Question 44

In the CTI tool, what 2 options you have to choose before you transfer the customer?

Answer 44

Warm or cold Transfer

Question 45

In the CTI tool, what 2 options must you choose to bring up an market for the area you are going to transfer the customer too?

Answer 45

Zip or account #

Question 46

What button must the customer push to approve there order on a verbal consent?

Answer 46

1

Question 47

What button do you push to conference the customer into the verbal approval process?

Answer 47

(*) Star Key

Question 48

At about ____ if no button is pressed the system will state it did not receive an input

Answer 48

1 Min.