Sniperitg12.30 Flashcards
(105 cards)
1
Q
The section within Browse ITGs where you will find the Equipment Research ITG.
A
General
2
Q
The section under General where you will find the Equipment Research ITG.
A
Billing
3
Q
This ITG is used when a customer is reporting damage, loss, or theft of equipment.
A
Equipment Research
4
Q
This ITG is used when Xfinity Customers are disputing equipment charges.
A
Equipment Research
5
Q
CSG
A
Cable Service Group
6
Q
ITG
A
Interactive Troubleshooting Guide
7
Q
The Equipment Research ITG will show the equipment assigned to the customers account from this billing system.
A
CSG
8
Q
If equipment still shows as active while using the Equipment Research ITG, you will have to access this billing system to remove the charge before continuing.
A
CSG
9
Q
Use this ITG when the customer is reporting issues with X1 or Flex apps.
A
Application Issues
10
Q
Use this ITG when the customer reports problems with Comcast provided mobile apps.
A
Application Issues
11
Q
The drop down menu options within Browse ITGs where you will find the XFINITY Apps section.
A
Internet, TV, and Voice
12
Q
The section where you will find the Application Issues ITG.
A
XFINITY Apps
13
Q
The Home Health Results color indicating that a device failed its integrity check while in an ITG.
A
Red
14
Q
The Home Health Results color indicating that the test couldn’t retrieve the service information from the selected device while in an ITG.
A
Grey
15
Q
The Home Health Results color indicating that a device has passed its integrity check while in an ITG.
A
Green
16
Q
This is process (also called the automated text message confirmation) is a way for Xfinity to attempt to self heal an issue the customer is experiencing.
A
Silk
17
Q
When starting an ITG this header should be selected to start the process from E360.
A
Troubleshooting or Troubleshooting Tab
18
Q
The drop down menu option where you will find the Dial Tone Issues section.
A
Voice
19
Q
Use this ITG when a customer reports having no dial tone from their phone.
A
No Dial Tone and Activations
20
Q
What is a phone type that Xfinity would not troubleshoot through the No Dial Tone ITG.
A
Mobile Phone
21
Q
The drop down menu option where you would find the Remote Control Issues ITG.
A
TV
22
Q
Use this ITG when a customer reports having problems using their Xfinity TV remote.
A
Remote Control Issues
23
Q
What remote do we not troubleshoot in the Remote Issues ITG.
A
Roku TV remote
24
Q
Use this ITG when the customers says they don’t see any images on their TV screen.
A
No Picture Issues
25
The drop down menu option where you will find the No Picture section.
TV
26
Connectivity Issues and Activations ITG is used for this service.
Xfinity Internet
27
Use this ITG when the customer reports slow speeds, intermittent internet, or no connectivity.
Connectivity Issues and Activations
28
Use this ITG when the customer reports issues when activating a modem or xFi Pods.
Connectivity Issues and Activations
29
When helping a customer in E360, this must be followed to accurately diagnose and resolve the symptom based on the customer's response.
Appropriate ITG
30
Action prompted after the Speed to Gateway test fails via ITG
schedule a service visit /TC
31
This ITG has the expanded Tier 1 demarcation and should be used for all customers requesting settings updates.
Xfinity Wireless Gateway Settings
32
This ITG is used when customers report problem with Xfinity specific sites like My Account, Xfinity Stream, and xFi.
Xfinity Website Issues
33
This ITG is used when a customer reports "The username and password entered do not match. Please try again." when trying to access the My Account website.
Xfinity Website Issues
34
This ITG is used to troubleshoot email related problems for a Comcast UID.
Email Issues
35
This ITG is intended to troubleshoot problems related to the customer XFINITY ID.
Xfinity Identity Management Issues
36
This ITG is used to reset the customer UID password used for accessing Comcast Email and Apps.
Xfinity Username Password Reset
37
This ITG is used to troubleshoot customer reported problems with mobile and set-top box applications.
Application Issues
38
This ITG is used to activate or sync self installed video devices and remote controls.
Video and Remote Activations
39
This ITG is used to troubleshoot customer reported problems with audio problems, closed captioning, and descriptive video service on set-top boxes.
General Audio Issues
40
This ITG is used to troubleshoot customer reported problems with DVR errors on the set-top box and via the MY DVR Manager
DVR Issues
41
This ITG is used to troubleshoot customer reported problems with video equipment.
Equipment Issues
42
This ITG is used to troubleshoot blank screen with or without an error message
No Picture Issue
43
This ITG is used to troubleshoot customer reports of frozen images or poor image reception.
Picture Quality Issues
44
What are the three possible resolutions for an ITG.
Ticket, Transfer, Truck Roll
45
What are two ways you can Job Lookup an order in Einstein360.
Job Number and Tech Number
46
First name, Last Name, Phone number, Street address, Zip code, Account number, Xfinity ID (email or Username) is part of this in Einstein360.
Customer Lookup
47
Start date, End date, Ticket number, Mac address, Serial number is part of this search in Einstein 360.
Advance Search
48
You receive this type of ticket once an ITG is completed.
CR ticket number.
49
This icon ITG tells you what services are on the customer’s account.
Devices
50
Search, Alerts, News, Notification, Favorites, My useful links, My article feedback are located in this Cafe area
Drop down
51
Rate Codes, Provisioning, Equipment are consider this in Cafe
Categories
52
Account number, Address, Authorized conctact, Phone Number, Mac/serial number are ways to verify with the customer in Cafe
Authenticate
53
Where in Cafe do you take notes.
Caller notes
54
What line of business is used in Cafe
Commercial
55
What is the type of jobs we do create in Cafe
Orion
56
Step-by-step instructions for employees and customers.
How
57
Provides the features, benefits, availability, eligibility and description of a Comcast product or service.
Product
58
Time sensitive customer-impacting information.
Alerts
59
Click Show > Expired Only to research expired offers.
Campaigns
60
information for specific tasks and/or departments. These are often reviewed for accuracy
Contact Information
61
Details on a device including images, wiring diagrams, user guides and quick reference data sheets.
Device Gallery
62
Specific error codes for CSG, Xfinity On Demand, apps, etc. with the cause of the error and its solution
Error Codes
63
Includes information for PPV events with details, pricing, channel information and ordering info. Also includes information for some Xfinity On Demand events and special sporting events.
Events
64
Business updates and customer- impacting changes.
News or NWS
65
Information including price change, install fees, non-standard install fees, unreturned equipment charges and taxes.
Pricing or PRI
66
Provides the features, benefits, availability, eligibility and description of a Comcast product or service.
Product or PRD
67
Explains the business reason or course of action that has been adopted by the company.
Policy or POL
68
Offers a click-by-click walkthrough of equipment or software.
Simulator or SM
69
Includes a summary of questions and important topics to help you when communicating with customers.
Talking Points
70
Also known as Useful Links, these are the most commonly used links by agents to help customers.
Tools or LNK
71
This ITG is used to troubleshoot abuse issues, including things like Comcast Alert Notices, Firewall Alerts, Harassment, and Receiving Virus Infected Emails.
General Security Issues
72
This ITG is for situations where a subscriber notices that something is different about their account that they didn't do.
Unauthorized User Change
73
This ITG is used for PrePaid Representatives only. This ITG covers Refill/Activations for Internet and Video
PrePaid Services
74
This ITG is used to troubleshoot Managed WiFi properties and not used for traditional residential Internet accounts.
Managed Wifi Connectivity Issues
75
This ITG should be used to troubleshooting customer's inqiring about Xfinity Alerts (Usage based billing/data usage, copywrite infrignment, unauthorized access or changes to the account).
Xfinity Alerts Notice
76
ITG for troubleshooting customer problems with Xfinity Hotspots.
XFINITY Wifi Hotspots Issues
77
This ITG is to be used to resend the customers Security PIN in reference to CPNI. Also to troubleshoot issues with Personally Identifiable Information (PII), such as a missing security PIN on a customer's account.
CPNI/PII Issues
78
This ITG is used to troubleshoot issues with PII such as a missing security PIN.
CPNI/PII Issues
79
PII
Personal Identifiable Information
80
This ITG is used to schedule an SRO for low-hanging drop requests or storm mode drop issues
Drop Issues
81
This ITG handles specality care escalations.
Speciality Care Escalations
82
This ITG is used for Email for Life customers to reset the UID password.
Email for Life Password Recovery
83
Troubleshoots customer reported issues with features (Xfinity Coupon, Over the Top content).
Cross Product Feature
84
This ITG helps fix problems with the address book. To fix the problem first check if the customer's browser works with the Demarcation Policy. Then delete the cookies and cache and reset the browser to its default settings.
Address Book Issues
85
This ITG is used to troubleshoot Call Log Address Book Builder Issues, including: Duplicate Contacts, Unable to Access Address Book Builder, Unable to Import Contacts, and Unable to Remove Contacts from Recommendation List.
Call Log Address Book Builder Issues
86
This ITG is used to troubleshoot Easy Change issues. Troubleshooting steps include: Can the customer access Easy Change portal (www.comcast.net/easychange), Is the browser supported by the Demarcation Policy, and Has the customer’s issue already been reported on the Outage Board
Easy Change Issues
87
The purpose of this ITG is to troubleshoot login issues for customers using a media login to a Comcast/Xfinity site, including those who are: seeing an incorrect feed, unable to post updates, unable to sign in, and unable to view their feed.
Social Media Issues
88
This ITG is used to troubleshoot all closed captioning issues that a customer may experience on XFINITY TV Go website, XFINITY TV wesbsite and TV Everywhere (Online Partners) websites.
3rd PartyOnline Closed Captioning
89
Troubleshoots online TV issues with non-XFINITY websites and apps, such as channel, authentication and Parental Controls.
Network Websites and 3rd party apps
90
Situations where a subscriber notices that an unauthorized change was made on their account.
Unauthorized User Changes
91
Resolves reports of call quality issues such as dropped calls, echo, static, robotized and volume issues.
Call Quality
92
Troubleshoots issues with Inbound ID, Outbound ID, and ID to TV. This includes issues such as anonymous calls, incomplete data, incorrect name displays, blocked displays, locality displays and names not appearing or incorrect.
Caller ID
93
This ITG Troubleshoots issues with customer-placed calls such as dead air, call going directly to voicemail or dialed number not being in service
Cannot Make Calls
94
Addresses customer concerns with XFINITY Voice features such as call waiting, three-way calling and selective call rejection.
Voice Feature Issues
95
Time sensitive customer-impacting information.
Alerts or ALT
96
This soultion type provides information such as channel drops, moves, adds, network details and service tier changes.
Channel Information or CHI
97
This soultion type provides information including images, wiring diagrams, user guides and quick reference data sheets.
Device gallery or DG
98
Provides specific codes for CSG, Xfinity On Demand, apps, etc. with the cause of the error and its solution.
Error Codes or ERR
99
Includes information for PPV events with details, pricing, channel information and ordering info.
Events
100
Step-by-step instructions for employees and customers.
How
101
Offers common questions and answers
Questions and Answer or Q&A
102
Einstein360 makes it easy to take notes thoughout a customer insteraction
Unified Notes
103
The default view for account history is this
30 days
104
What type of actions does the next best action provide
recommanded actions
105
Einstein 360 has built-in features that help customers protect their accounts from potential fraud
Security
