Snipercare12.10 Flashcards
(126 cards)
1
Q
What is the text message response time required to schedule a technician during the automated text message confirmation or soak process when not resolved.
A
24 hours
2
Q
Make it Effortless, Be Warm/Friendly, Show Appreciation are important when assisting a customer.
A
Behaviors
3
Q
Maximum data throughput of the XB6 Gateway.
A
1 Gbps
4
Q
Minimum speed percentage during a Speed to Gateway test before Gateway restart and upgrade options are presented.
A
0.9
5
Q
Number of tests that should be captured in each room when using WiFi Visualizer.
A
3
6
Q
The two ineligible Comcast Gateway models for Speed to Gateway testing.
A
Arris AX5001 and Cisco DPC3939
7
Q
This tool allows you to multitask between screens in Einstein.
A
Toggle Window
8
Q
Customers requestion a sooner appointment should be offered.
A
Automated appointment waitlist. (AAW)
9
Q
These are sent to the customer if a mobile number has been provided.
A
Appointment reminders
10
Q
Customers can manage the appointment using.
A
Xfinity app or xfinity.com
11
Q
This can take up to 48 hours to appear on the customer’s account.
A
One time charge
12
Q
Gets current signal levels from devices.
A
Device integrity health check
13
Q
This service provides customers who value the flexibility to customize their own channel lineup with Genre Packs
A
Choice TV
14
Q
What is the maximum of Genre packs that can be added to Choice TV.
A
2
15
Q
How much cloud DVR storage is included with ChoiceTV and Choice TV select.
A
20 Hours
16
Q
What 3 types of programs can Choice TV select customers view.
A
Live tv, on demand, DVR
17
Q
Choice TV and A la Carte Premium are examples these.
A
Add-ons
18
Q
A la Carte Premium Kids & Family, entertainment, Sports & News and Latino are for this service
A
Choice TV
19
Q
Premium channels, Kids & Family, Entertainment, Sports & News, Latino packs are these.
A
Genre
20
Q
Choice TV select customers cannot access this type of program.
A
PPV
21
Q
This ITG should be used to troubleshooting customer’s inquiring about Xfinity Alerts (Usage based billing/data usage, copyright infringement, unauthorized access or changes to the account).
A
Alerts Notice
22
Q
What are the steps to troubleshooting within Einstein 360.
A
Start an ITG, Follow the ITG Steps, Resolve & Summarize
23
Q
What provides agents with recommended actions to pitch service upgrades to customers.
A
Next Best Action (NBX)
24
Q
LINC
A
Listen, Inquire, Narrow, Confirm
25
This provides over the top subscription service for combat sports.
Fite
26
Model of the second generation X1 Voice Remote
XR15
27
This oversized remote delivers improved readability of the remote keys
Xfinity Large Button Remote or Xfinity Big EZ Remote
28
Model of the first X1 Voice Remote
XR11
29
Mode of an X1 Voice Remote when voice commands are not working, and the light blinks red
Infrared or IR
30
An early X1 Remote that worked with all X1 TV Boxes
Xfinity XR2 or XR5 Remote
31
DVR-like control Half the size of an Xi3, 25 min buffer with only HDMI
XID
32
This box is neat with one cord to see, Could even be primary if the home's all IP
Xi5 or Xi6 or XiOne (Xumo Stream Box)
33
Limited Basic/expanded with HDMI, works with the XR2
HD TV Adapter
34
The company we partner with to return equipment with no fee, for moves or changes of services.
United Parcel Service/UPS
35
Displays customer interactions with our products, services, and support channels using colorful icons
Timeline
36
Priority, Employee, and Soft Disconnect are examples of these
Customer or Account Badges
37
Default amount of days displayed within Account History
30
38
Two contact methods that can be used to send an invitation to create a user account
phone number (for SMS) and email
39
Feature that summarizes the actions an Agent has taken in Einstein360
Recap (Exiting an Account) or Conversation Summary
40
Displays the audio portion of a video program as text on a customer's TV screen
Closed Captioning
41
Pressing this button twice will turn on Voice Guidance for Xfinity Flex
B
42
SAP
Secondary Audio Programming (SAP)
43
Feature that allows users to adjust text size of the on-screen guide
Enhanced Text Readability
44
Feature that gives people with physical disabilities the ability to navigate their television using only their eyes
Xfinity X1 eye control remote
45
Button on the X1 Voice Remote that displays the Mini Guide
RIGHT arrow
46
The NBCUniversal company that allows customers to purchase movie tickets through X1
Fandango
47
Button that allows customers to skip ahead one day
Fast Forward
48
Feature that automatically plays programs after fast forwarding through commercial breaks on DVR recordings
Smart Resume
49
Use this single button to delete a program or a folder of programs when navigating the X1 Recordings list
D
50
Maximum amount of time a customer has to accept their desired timeslot from Appointment Waitlist
30 min
51
Text this to 266278 to receive all available features
COMMAND
52
Automated 24/7 virtual, personalized, and guided help
Xfinity Assistant
53
Amount of time agents should wait for a customer to receive a text or email before offering a verbal confirmation for approval
30 seconds
54
Two preferred language options customers can select
English and Spanish
55
Customers press this number into their phone to approve their order through the IVR
1
56
Einstein360 status indicating the Customer Approval link has been sent and received, but not accessed
Pending
57
This feature of the approval process offers an easy method for customers to enroll in Autopay
Enhanced Stored Payment Methods
58
Customize conversation listening for cues and tailor your response to the customer's experience
Listen Actively and Respond Appropriately
59
Ask thoughtful, relevant questions, collaborating with the customer to thoroughly define the opportunity/issue, and identify the best solution
Discover Needs
60
Do everything within your power to resolve the issue, instilling confidence and trust with the customer
Own It
61
Keep customer accurately informed throughout interaction using transparent communication ensuring next steps are understood
Set Clear Expectations
62
Promote Xfinity brand, products and services by demonstrating expertise so the customer can feel your excitement and enthusiasm
Be an Ambassador
63
The number of statements available in Future Billing Statements
3
64
Icon for paperless billing
Leaf
65
Link in the Ledger used to credit monthly recurring charges from one date to another date
Credit by Range
66
Security feature that allows customers to provide sensitive information by using the dial pad on their touch-tone phone
iGuard
67
Einstein 360 shows you all credits and debits on a customer account for the past 24 months of billing history
Ledger
68
Option in authentication where agents are unable to authenticate the caller
Continue as Unverified
69
Account badge indicating a customer is within their first 90 days of service
Priority
70
Tool under the Useful Links tab where channel availability can be determined for non-Xfinity subscribers
Einstein Channel Lineup
71
Provides the scheduled technician's name, picture, and technician state
Tech ETA
72
Maximum estimated time of the technician's arrival when Tech ETA displays EnRoute
15 min
73
Current job status: AS.
Assigned
74
Current job status: CN.
Cancelled
75
Current job status: CP.
Complete
76
Current job status: IS.
In Service
77
Current job status: PD.
Pending
78
Current job status: ND.
Not Done
79
Unified platform for submitting cases, making it easier to track case statuses, see a customer’s entire case history, review metrics and more
Enterprise Case Management or ECM
80
This attempt is used when the customer has only provided their name and address.
Verification Code in text or email.
81
How long until the verification expires?
15 min
82
How many emojis should be used during a single message
2
83
This tool is used to provide credit within a range
Credit Range
84
You need this approval if the credit is over the limit.
Supervisor
85
This group handles our social platfoms for customer that are on the go or at home.
Digital Care Team
86
View customer interactions with our products, services and support channels in a single page
Customer Timeline
87
An Xfinity Prepaid Wireless Gateway with 30 days of service included
Xfinity Prepaid Kit
88
Prepaid services are not available at these customer locations.
EPON
89
If a customer would like to upgrade Prepaid Services to standard Xfinity services, they must do this.
Credit screening.
90
What 2 options do prepaid internet customers have to refill their service.
Pay-by-month or pay-by-week
91
What is the price for 30 days of prepaid internet refills.
45
92
What is the price for 7 days of prepaid internet refills.
15
93
What is the speed of prepaid internet.
200 mbps down / 10 mbps up
94
What is the customer service number for Xfinity Prepaid services.
855-75-PREPAID
95
What website do customer go to sign up for prepaid services.
xfinityprepaid.com
96
Prepaid services does not offer this type of installation.
Professional
97
Prepaid internet customers are not eligible to access these.
Wifi Hotspots
98
Using a wireless 4K streaming TV Box, you can watch Netflix, Prime Video, Hulu, thousands of free movies, shows and more without switching apps or inputs.
Xumo
99
How much is first streaming box for Xumo customers.
Free
100
What's the maximum amount of Xumo boxes
3
101
Once time activation fee when you activate Xumo.
15
102
How much is an additional streaming box for Xumo customers.
$5/mo
103
You are eligible for Xumo if you have:
Xfinity internet
104
All free movies, all free tv, all free music, all free live tv are available for these customer.
Xumo
105
Here users can find curated collections of noteworthy content available on Xumo.
Home screen
106
This section offers users free, curated content, live streaming channels, newly released titles, music, and current information about weather and their home.
Free to Me
107
This section offers users over 100 free internet streaming channels from apps like Pluto TV and Xumo, as well as daily sporting events from ESPN3.
Live TV
108
What device is provided for Xumo.
Xi5, Xi6 or Xione
109
These TVs are availble at select locations for Xumo TV
Hisense, Element, and Xumo TV
110
This remote is available for Xumo customers.
XR100, XR15, XR16
111
This section offers users new movie releases, as well as recently added content on Netflix, Amazon Prime Video, HBO, and more.
New this Week
112
This app allows you to listen to music from your favorite artist's
IHeartRadio
113
This section offers users free services like YouTube and Pluto TV, as well as subscription services like Netflix and HBO.
Apps, Networks & More
114
You can stream hundreds of hit movies, full seasons of iconic and bingeworthy TV shows on this streaming platform.
Peacock
115
You can stream hundreds of movies and shows without any ads
Peacock Premium Plus
116
Peacock students pay $1.99 for this many months
12 months
117
What is the price to access Peacock Premium as an Xfinity Flex or X1 customer per month.
7.99
118
Cost of Comcast Premium Plus per month.
13.99
119
These sites, peacocktv.com or apps and subscriptions you can upgrade to this ad free service.
Peacock Premium Plus.
120
What message displays when seeing confirmation that you've got access to Peacock Premium.
Thanks for joining the flock!
121
In order to download in the Peacock app, you need this service
premium plus
122
The process for researching disputes, removing equipment and applying adjustments and reduce escalated billing and research costs
FCR or First Call Resoulution
123
What is the link address for ECM.
ecm.Comcast.com/ecm
124
What tab do you click on to view your completed ECM tickets
My Cases
125
In seconds how long do you have to accept an ECM Chat
30 Sec
126
How many ECM Chat windows can you have open at one time.
4
