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Lil J Bae > SniperE360.12.10 > Flashcards

SniperE360.12.10 Flashcards

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1
Q

This feature in Einstein 360 makes it easy to take notes throughout a customer interaction.

A

Unified Notes

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2
Q

This is the default amount of days viewed for account history in Einstein360.

A

30 days

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3
Q

This section of the Left Panel in Einstein360 suggests actions for the agent to take during the call.

A

Recommended Actions

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4
Q

Einstein 360 has this built-in feature that help customers protect their accounts from potential fraud

A

Security

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5
Q

What is the address for Einstein 360

A

einstein360.cable.comcast.com

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6
Q

Xfinity will send this to the customer containing the details of the customers order

A

Digital Confirmation

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7
Q

This banner notice populates if a customer has a complaint about an unauthorized charge

A

Payment

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8
Q

Job Number, Technician number and Region is part of this in Einstein 360

A

Job Lookup

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9
Q

First/last name, Phone number Street address, Zip, Account number and Xfinity ID (email or Username) is this in Einstein 360

A

Lookup

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10
Q

Start date, End Date, Ticket number, Mac Address and Serial Number is this in Einstein 360

A

Advance Search

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11
Q

The Bell Icon on Einstein 360 provides these 2 items.

A

Alerts and News

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12
Q

Einstein view can be customized in these 2 ways.

A

Classic and Dark

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13
Q

Einstein allows you to Opening new windows these ways

A

Pop-out or New Tab

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14
Q

This gives you 2 options to open an article in E360

A

In-application or multiple pop out

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15
Q

This system is an all-in-one knowledge tool that is used throughout your daily role with Comcast.

A

Einstein 360

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16
Q

This criteria can be entered to find the specific account your technician is working on.

A

Job Number

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17
Q

This criteria can be entered to see all jobs associated with a specific technician.

A

Tech number or Technician number or Tech ID

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18
Q

This drop down option can be used to narrow down duplicate technician or job numbers to a specific area.

A

Region

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19
Q

Once you have entered a tech number, job number and region, you will be taken to this page.

A

Confirmation Screen

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20
Q

Once you have Confirmed the Job or Continued without Job, you’ll be directed to this screen

A

Card View

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21
Q

Open, Cancelled and Completed are known as these in reference to jobs in E360.

A

Status

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22
Q

On the Work Order page in E360, you have access to these six fields

A

Job number, Job Type, Job Status, Tech Name, Tech ID and Additional Job Details

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23
Q

Job information will include these 7 items

A

Job Description, JOb ID, Tech number, Job Class, Job status, Scheduled date and completion date.

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24
Q

Line of business discount, Quantity and Rate code description is known as this in E360

A

Added Services

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25
This within E360 has been updated to provide a single click link to the outage details page
Outage notification Banner
26
The Outage Details page now provides these additional 2 items normally found in the National Watchtower tool.
Outage ID and Outage Ticket ID
27
Each National Watchtower Outage Event will appear as separate line item and include these 5 items
Event ID, Event Type, Problem Code, Ticket Number (JB) and impacted Customers.
28
Any pending Refer to Maintenance tickets and/or CR tickets that are associated with the account in Einstein will display in this area.
Activity
29
Name 5 out of the 11 event list for CommOps
Tech inbound call, Account Activation, Appointment, Biller note, ERone Ticket, CT ticket, Network Issues, Notes, Outages, GSK order and Speed test.
30
On the Account History Page, you now have a direct link to see all Tech Inbound Call activity with this many clicks
1
31
Tech Inbound call events record various actions performed by a CommOps agent during the session. Name 3 out of the six events
Disposition saved, notes captured, Complated Recomended actions, Tickets Created, Work order (scheduled,rescheduled, cancelled) and ITG executed.
32
This process is when you introduce the caller to the next agent, tell the agent the reason for the call, and what steps you and the caller have already taken.
Warm Transfer
33
The number of drop down options for Feedback Type.
4
34
When providing feedback, how many emails can you send at once?
Multiple
35
My Disposition Log shows activity from up to this amount of time
2 Weeks
36
My Disposition Log can be accessed by clicking on this in the type right hand corner of E360
Your Name
37
In about Einstein, what information is listed on this screen.
Version, User Name, Role and Call Center.
38
E360 has 6 main Tabs. What are they
Overview, Account, Billing & Payment, Troubleshooting, Services, and Activity
39
displays secondary users and account preferences.
Users & Preferences
40
Filter for specific events or date ranges and link to the Customer Timeline.
Account History
41
rewards or coupons can be applied to the account using
Xfinity Rewards.
42
offer a summary or an at-a-glance view of the customers billing information. It will also include a link to view the current bill in PDF format and will provide recent payments, charges and credits, and current amount due
Billing
43
allows processing of customer payments
Payments
44
used to set customers' billing preferences auto pay, credit card information etc.
Payment Preferences
45
provides a view of customers' credits and debits by billing cycle
Ledger
46
allow you to assist a customer in resolving an issue
ITGs
47
lets you view the customer's specific devices and their current status based on their LOB and subscriptions.
Devices & Diagnostics
48
For historical outage information you are able to filter by planned and unplanned status, LOB, and priority.
Outages
49
This tab provides details on the customer's commitments (i.e., type of service, time left in the commitment, and past commitments
Services Tab
50
displays the current plan (including services and equipment).
Manage Services
51
This tab shows active and historical tickets and work orders. Tickets and work orders can also be edited and canceled here.
activity tab
52
Overview, Account, Billing/Payment, Troubleshooting, Services, Activity are part of this screen in Einstein360.
Home
53
The 3 general sections that comprise the Einstein360 home screen.
Header, Left Panel, and Overview Page
54
Account Badges are located in this section of the Einstein360 home screen.
Header
55
These flags appear in Einstein360 and help display a quick identifier about the customer.
Account Badges
56
These are opened by clicking on the appropriate icon for each LOB that are on the account Header in Einstein360.
Drawers
57
The 6 drawers seen on the account Header in Einstein360.
Internet, Voice, TV, Home, Mobile, and Bill
58
The Left Panel of Einstein360 contains these 3 primary pieces of information.
Unified Notes, Actions, and Devices
59
As actions are performed on an account in Einstein360, they will be marked complete and moved to this section.
Conversation Summary
60
This tab in Einstein360 shows an at-a-glance view of the customer's account.
Overview
61
Billing, Payment Preferences, Ledger is part of this tab in Einstein360.
Billing & Payments
62
Users & Preferences, Account History, Xfinity Rewards are part of this tab in Einstein360.
Account
63
ITGs, Devices & Diagnostics, Outages are part of this tab in Einstein360.
Troubleshooting
64
Customer Agreements, Manage Additional Services, and Broadband Labels are under this tab in Einstein360.
Services
65
Tickets and Work Orders are under this tab in Einstein360.
Activity
66
This account badge in Einstein360 shows up when the customer has the OTOZX rate code.
Accessibility
67
One of the 3 account badges in Einstein360 that shows up when the customer has the OT1AI rate code.
Active Military, Veteran Military, or Military
68
CSA
Customer Security Assurance
69
This account badge in Einstein360 shows up when the customer has gig speed internet.
Gigabit
70
This account badge in Einstein360 shows up for team members within Comcast.
Employee
71
This account badge in Einstein360 shows up for customer within their first 30 days of service.
New
72
The New account badge in Einstein360 shows up for customer within this many days after beginning service.
30 days
73
The Priority account badge in Einstein360 shows up for customer within this many days after beginning service.
90 days
74
This account badge in Einstein360 shows up for high-profile customers.
VIP
75
This account badge in Einstein360 shows up for customers that have a XiOne set top box.
Xumo from Xfinity (formerly Flex)
76
This account badge in Einstein360 shows up for customers that are apart of our rewards program.
Xfinity Rewards

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