Third Flashcards
(485 cards)
1
Q
Business Process Accuracy will be measured by?
A
A total count of non-compliance.
2
Q
Communicated appropriate disclosure statements and validated customer’s understanding?
A
Customer Approval
3
Q
Adhered to and followed all direction and intent of the Customer Interaction Policy and Code of Conduct.
A
Customer Interaction Policy
4
Q
Followed National Authentication Policy based on caller profile, Appropriately shared information with the Account holder/Authorized user, Account actions taken were permissible based in caller’s level of authentication completed
A
Authentication
5
Q
Agent effectively and accurately completed risk management checks POSID, credit check or Easy Enroll, and CPNI. Followed prescribed policies regarding deposit collection, Voice battery backup, and Third party verification.
A
Risk Management
6
Q
Account notes accurately reflect what the customer agreed to, actions taken by the agent and next steps communicated to the customer.
A
Account Notation
7
Q
Which Business Process item measures if agent accurately completed all steps to resolve customer’s issue in accordance with policies and proceduresincluding sensitive transactions as applicable.
A
Transaction Accuracy and Tool Effectiveness
8
Q
This rating is given when the behavior was demonstrated to the utmost degree throughout the interaction resulting in a best-in-class experience in which the customer’s and the company‚Äôs expectations were surpassed.
A
Exceptionally Demonstrates -10
9
Q
This rating is given when the behavior is effectively and consistently demonstrated throughout the interaction, resulting in meeting the customer’s AND the company’s expectations.
A
Effectively Demonstrates -8
10
Q
This rating is given when a partially demonstration of the behavior was observed, however was not executed consistently or when appropriate throughout the interaction.
A
Partially Demonstrates -5
11
Q
What rating is given when it clearly identifies that the behavior was not demonstrated during the interaction or was not relevant?
A
Did Not Demonstrate -0
12
Q
This online tool is used to collect NPS survey data for reporting purposes and to help facilitate work practices like customer callbacks, employee huddles, and elevations.
A
Medallia
13
Q
Where Can you find a library of effective real life examples of the eight core behaviors
A
Beaviors in action site
14
Q
This system encourages our employees, managers and supervisors to own every interaction with the customer and to consider everything from the customer’s point of view.
A
Net Promoter System
15
Q
This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with us.
A
“How likely are you to recommend XFINITY from Comcast to friends and family?” or Net Promoter Question
16
Q
This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with Comcast Business.
A
“How likely are you to recommend Comcast Business to colleagues or others? or Net Promoter Question.
17
Q
A simple, easily understandable score that shows our progress in the making of the customer experience our product.
A
Net Promoter Score
18
Q
What is formula to calculate Net Promoter Score?
A
% promoters - % detractors
19
Q
This helps us understanding our position versus those of our competitors.
A
Competitive Benchmark NPS
20
Q
An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.
A
Relationship NPS (rNPS)
21
Q
This recurring survey measures how our employees feel about Comcast as a place to work and about our products and services.
A
Employee NPS (eNPS)
22
Q
This one-time survey measures how our customers feel after a single interaction with our employees, such as paying a bill or talking to an agent.
A
Transactional NPS (tNPS)
23
Q
A measure of how loyal a customer is, or how strongly our customers will “advocate” for us.
A
Customer Advocacy
24
Q
Customers who are loyal and enthusiastic supporters, and will tell others to choose us. They score us at a 9 or 10 in terms of their likelihood to recommend us?
A
Promoters
25
This type of customer is satisfied, but not motivated to recommend us.
Passive
26
These customers score us at a 7 or 8 in terms of their likelihood to recommend us.
Passive
27
These customers that are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to recommend us.
Detractors
28
This group receives and handles elevations from the Inner Loop and ensures solutions are identified and communicated back to elevating teams
Outer Loop
29
This is the continuous learning and improvement at an individual and team level based on customer feedback and information sharing.
Inner Loop
30
How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.
Closed Loop
31
These are in place to address systemic issues as they are identified; These teams help identify processes, policies and products that need improvement and take action to create solutions.
Journey Teams
32
Journey Teams are focused on these five key customer experience areas:
Billing, Reliability, Repair, Onboarding, and People and Culture.
33
New actions and steps put in place to inform how we work together and interact with our customers. This includes huddles, coaching, call backs and elevations.
Work Practices
34
Team feedback, problem solving and elevations through daily check-ins between the team and supervisor (two-way dialogue).
Huddle
35
Feedback and support from supervisors to employees delivered in one-on-one sessions or during team huddles.
Coaching
36
Opportunities for our supervisors to reach back out to customers and learn more about their interaction with us.
Customer Call Backs
37
These are quotes and feedback from customers regarding their experiences, captured through multiple open-end questions in the survey.
Customer Verbatim
38
A training manual and resource for our managers and employees to understand and adopt the Net Promoter System.
Playbook
39
When did Comcast launch NPS enterprise wide?
2016
40
This is how Comcast takes action on employee suggestions and feedback to improve our business?
Elevations
41
What are the key principles of NPS?
Listen, Learn, Act
42
We put feedback into action using NPS work practices that include?
eNPS surveys, Customer Call Backs, Team Huddles and Elevations.
43
What does NPS stand for?
Net Promoter System and Score®
44
What are an opportunity to cheer on and thank colleagues as well as recognize hard work, collaboration, and more?
eNPS Shout Outs
45
pNPS
Einstein Product NPS
46
Effective August 25, 2016, a new NPS survey launched on what Xfinity App?
Xfinity Stream App
47
rNPS + Customer Callbacks + tNPS
Customer Feedback
48
Employee Shout Outs + eNPS + Elevations
Employee Feedback
49
What social recognition platform that allows you to show appreciation—anytime, anywhere. The platform features a customizable feed where you can give and receive recognition and see other activity happening around the company.
Xchange
50
These are the 5 steps of the Elevation Pathway.
Customer Feedback, Individuals and team, Cross team, Divisional/functional, Enterprise
51
Comcast's best product and top priority?
The Customer Experience
52
What captures total company as well as division/region performance against key metrics that help us understand how we are doing in our effort to transform the customer experience?
Our Customer Experience ScoreCard
53
What are the 3 types of NPS that take place simultaneously and continuously
rNPS, tNPS, eNPS
54
4 types of Huddles
Customer NPS Huddles, eNPS huddle, Team building huddle, Cross Team Huddle
55
What is the goal of NPS?
to turn passives and detractors into Comcast promoters
56
This huddle is 15 minutes with your team to address/overcome issues
Customer NPS huddle
57
This huddle revolves around responses submitted to the eNPS survey, which you can view in Medallia
eNPS huddle
58
This huddle focus on generating a sense of team cohesion/unity
Team building huddle
59
This huddle focus on increasing comradery & best practice sharing. This is a chance to ask other leaders/teams about best practices, etc
Cross team huddle
60
3 cycles of NPS that take place simultaneously and continuously?
Customer experience feedback cycle, Employee satisfaction feedback cycle, Elevation cycle
61
What is the Journey of Elevation
Submit, Review, Evaluation, Improvement, Implementation
62
NPS Huddle best practices
Prepare, Make Time, Listen, Learn, Act, Celebrate
63
What is the 4 A's Strategy
Acknowledge, activate, advance, advocate
64
What is the name of the site we use to submit elevations
Jira
65
What three categories of factors are considered when prioritizing elevations?
Impact, Scale/Scope, Level of Effort
66
This list was created to address elevations that require a commitment to resolve, including coordination among various teams, complex solutions, or an investment in tools and systems.
Top 25 HQ NPS Elevations list
67
NPS score range
-100 <----> 100
68
NPS score range - Promoters
10-Sep
69
NPS score range - Passive
8-Jul
70
NPS score range - Detractors
0-6
71
What is the Net Promoter system?
A tool used to create and build customer loyalty.
72
How does comcast recieve customer feedback?
NPS Surveys.
73
This component of NPS includes: Collecting customer feedback and Calling Customers to understand their issues
Customers
74
This component of NPS includes: Sharing, Recognizing, and prioritizing issues raised by employees
Empowerment
75
This NPS score is considered to be excellent
50 or more
76
What status should SSL Encryption be set to for use of @comcast.net email with an email client?
checked or enabled (HOW4168)
77
This document describes Comcast's information practices, including how personal information is collected, disclosed and protected.
Comcast Customer Privacy Notice
78
According to our customer service module, these are the 4 barriers of the listening process.
Environmental, Physical, Style, and Personal
79
What should the Incoming Mail Server (name) of an email client be set to in order to support @comcast.net email?
imap.comcast.net (HOW4168)
80
Where can a customer find information on approved Xfinity Internet devices?
mydeviceinfo.xfinity.com
81
What toolkit is used to check customer equipment (cable modems or emtas) that is not listed on a customer account?
Non-Account Device Check
82
How Often can an XOD purchase be refunded?
Once per 12 months (How8121)
83
What methods of delivery are available for selection when re-sending a CPNI pin?
Postal mail, Automated phone call, or email if account is older than 30 days
84
What color indicators are possible for any device on which a Health Check is run?
Red, Green, Grey (Health Check Help)
85
This document contains all the information a customer needs in order to understand their Comcast services and costs.
Service Order Agreement
86
What does a green SIK indicator light mean?
Self-Install recommended.
87
What does a Red SIK Indicator light mean?
Professional installation recommended.
88
Two things you communicate to the customer, besides the words themselves.
Tone of Voice and Body Language
89
In addition to Verifying the CPNI pin, what other two methods can be used to generate a reset code for a customer?
Text message to customer phone and email to non comcast email
90
The 3 different ways that adults take in and process information.
Visual, Auditory, & Tactile
91
It is a tool to simplify the process of switching ISP and email providers by transferring information from your current email account to your Xfinity account. (HOW3669)
What is Import.xfinity.com
92
This is a program that empowers Comcast, Comcast Business and NBCU employees—when they are outside of work—to help customers with a billing or repair issue.
Digital We’re On It
93
Comcast NBCUniversal has supported this group for nearly 20 years, providing over $150 million in cash and in-kind support.
Boys and Girls of America
94
This program to help youth embrace technology in our growing digital world and ensure they excel in it.
My.Future
95
My.Future is available to the 4 million children served each year in nearly this amount of local Boys & Girls Clubs annually.
4400
96
Through our national partnership with this company, we support assistive technology programs and services for people with disabilities and special needs to help improve their quality of life.
Easter Seals
97
Easter Seals also helps Comcast continue to develop products and services that are adapted for use by individuals with this.
Disabilities and special needs
98
The Comcast NBCUniversal Foundation supports Easter Seals' effort through annual awards from the Comcast NBCUniversal what?
Assistive Technology Grant Fund
99
Comcast NBCUniversal partners with this company to expand digital education for individuals with intellectual and developmental disabilities.
The Arc
100
Every spring, tens of thousands of our employees, family members, friends, and local nonprofit partners join together to celebrate our year-round spirit of volunteerism on this day.
Comcast Cares Day
101
How many volunteers participated in the first Comcast Cares Day?
6100
102
Every year, our employees across the country come together to give back through this campaign.
Employee Giving Campaign
103
Through the Employee Giving Campaign, employees can do this by making a pledge to help the causes they are most passionate about.
Give Opportunity
104
This provides financial help to employees impacted by natural disasters or other life-altering events and is fueled by the generosity of Comcast NBCUniversal employees.
Employee Disaster Assistance Fund
105
What percentage of a donation to the Employee Disaster Assistance Fund supports employees in need?
100%
106
What is the maximum grant amount available per employee per year through the Employee Disaster Assistance Fund?
$5,000
107
Who was Comcast's first community partner?
United Way
108
This program is the nation’s largest workplace mentoring program through Big Brothers Big Sisters of America.
Beyond School Walls
109
When did Beyond School Walls launch?
2008
110
For five consecutive years, Comcast NBCUniversal has been named one of the top 50 community-minded companies in America by this organization.
Points of Light
111
This report highlights some of the key priorities that reflect our values, as well as the stories that help bring those values to life each and every day.
Values Report
112
Partnership with this organization helps combat America's high school dropout crisis and develops the next generations of leaders.
City Year
113
Comcast NBCUniversal hosts the nation's largest workplace mentoring program in partner with this organization.
Big Brothers & Big Sisters of America
114
Trusted individuals affiliated with local nonprofits, educational institutions, or governmental organizations who are trained to help people learn how to get online, use devices, and acquire digital skills.
Digital Navigators
115
Project Up focus areas:
Connectivity & Adoption, Skills & Creativity, Entrepreneurism
116
Connecting people to the Internet, technology, and resources needed to succeed in a digital world.
Connectivity & Adoption
117
Creating opportunities and new areer pathways in media and technology and opening doors for new voices to be heard and stories to be shared.
Skills & Creativity
118
Equipping entrepreneurs and small business owners with the skills, digital resources, and opportunities they need to thrive.
Entrepreneurism
119
An always-on, 365-days-a-year effort that brings Comcast teams together and provides opportunities for everyone to get more involved in their local communities.
Team UP
120
This confirmation of purchase will be sent shortly after the order is processed and will clearly describe the product, the price charged, and the length of any trial or promotional period, and will be delivered by mail or email to the physical or email address provided by the customer.
Digital Confirmation
121
This option should only be used when the digital options either fail or are unavailable
Verbal Approval
122
The two digital options for approval
Text and Email
123
Approval Texts and Emails expire after this amount of time
15 minutes
124
How long do you wait for a text or email to be received by a customer before trying a different method?
30 Seconds
125
This approval option should only be used when face to face with a customer
eSignature
126
Name the 4 approval methods
Text, Email, Verbal, eSignature
127
Comcast will follow up with a digital confirmation of a customers order details in an email and post into the customers My Account profile within how many minutes?
15 minutes
128
Ensures that transparency exists for every customer interaction, making sure our customers know what they are buying and understand what charges, taxes and fees will appear on their bill.
Customer Approval Program
129
This program is our first enterprise-wide social recognition experience that allows you to show appreciation—anytime, anywhere.
THX
130
These types of celebrations have also been moved to thx, making them even easier to share at Comcast.
Service Anniversary
131
You can recognize these in action, supportive teammates, someone who goes above and beyond – and more!
Comcast Operating Principles
132
When sending recognition in THX, you can choose to add one of these that best fits your reason for recognizing a peer.
Core Value
133
What 2 replies can you send to a THX recognition?
High 5 or comment
134
THX is broken up into these 2 types of activity.
Recognition and Redemption
135
What is the most recognized core value on THX?
Work together
136
This holistic nomination has become a special way of recognizing the efforts of those who go above and beyond to bring the Operating Principles and superior customer experience to life.
Circle of Success Award
137
What are the 3 Circle of Success categories?
Individual, hero/volunteerism, team
138
Honoring Ralph's drive for excellence, this is a quarterly award recognizing top frontline performers in each region who consistently exceed their key performance goals.
Bow Tie Award
139
These programs are more spontaneous and customized to appeal to the individual as opposed to the population at large.
Informal Recognition
140
For those who like a handwritten touch, these are perfect for employee recognition!
Branded Thank You cards
141
This employee nomination award was built to celebrate the power of innovation through collaboration at Comcast.
Innovation Awards
142
This award recognizes team members who demonstrate a commitment the NPS work practices and who are driving improvement in customer satisfaction.
Promoter Awards
143
This award recognizes warehouse and dispatch employees who add efficiency and speed behind the scenes to accelerate the work we do for our customers.
Accelerator Awards
144
This award celebrates the most impactful solutions rolled out nationally for employees and/or customers that came through the elevations process.
Elevations Impact
145
This award recognizes a region that has used all available resources to remarkably improve the customer experience, meet financial and performance goals and set the stage for regional excellence.
Region of the Year
146
This program recognizes our veterans and highlights their service to our country and contributions to Comcast NBCUniversal.
Saluting our Veterans
147
How often does Comcast celebrate Milestone Anniversaries?
Every 5 years through 45 years of service
148
Name the 5 types of Circle of Success Awards.
Innovation Awards, Promoter awards, accelerator awards, elevations impact, region of the year
149
List 4 ways to to recognize teammates?
Xchange, Yammer, ENPS Shout outs, CSW Ecards
150
The destination for Xfinity customers to manage their accounts and get the most from their services.
Xfinity App
151
What modems do you need for xFi?
xFi wireless gateway and xFi advanced wireless gateway (XB3/XB6/xb7/xb8)
152
How can you access xFi?
On a mobile device (iOS/Android)
153
Where can you see if a customer has enabled xFi?
ES360 >device and diagnostic > Internet >xFi enabled
154
What % of in-home broadband use will be used over wifi
86%
155
X1 voice comand to show devices connected to your wifi on your TV?
"Show me devices"
156
What does active time auto pause do?
Once the time limit is reached, a device will be paused till midnight.
157
How long do devices stay bedtime mode?
Until the bedtime mode schedule expires
158
Who is eligible to get xFi complete?
All post pay customers except Internet essential
159
What does xFi complete bring to the xFi experience?
Wifi performance, security, and value.
160
Works seamlessly with our xFi gateways to deliver a mesh wifi network
xFi pods
161
What is a gateway?
Modem/router in one.
162
Provides an added layer of protection for your entire home network
xFi complete security
163
How long does comcast perform the wifi assessment for?
14 days
164
What hapens after the first 14 days of xFi complete?
If it's determined the wifi performance is not optimal, solutions will be provided (customer gets xFi pods email)
165
This ensures the most complete wifi experience
Home wifi assessment
166
Monitors devices real-time and sends alerts with unusual behavior.
xFi advanced security
167
Who is not eligible for xFi complete?
Internet essentials, prepaid, bulk, customers with owned modem
168
What types of cutomers would benefit from xFi complete?
Large households, customers with lots of IoT devices, customers with faster internet speeds
169
What is the home wifi assessment?
Comcast will digitally assess the wifi performance for 14 days
170
Where can customers go to review compatible modems prior to purchase?
mydeviceinfo.xfinity.com
171
xFi pods are sold in sets of?
1, 2
172
How do you change your wifi name and password?
Xfinity app, connect, select wifi name, view or edit WiFi settings
173
In 2020 Americans will have an average of how many wifi connected devices?
10
174
What does the light do when the xFi Pod is done activating?
stops flashing
175
If the pod is blinking for longer than this period of time, it's having issues to connect
2 minutes
176
xFi, our wireless service platform, is built around providing industry leading customer experiences in these 3 areas
Speed, coverage, control
177
Work with the gateway to extend wifi coverage throughout larger homes and homes with wifi interference
xFi pods
178
Allows customers to manage their network from anywhere, on any device
Xfinity App
179
xFi gateways
XB3 except DPC3939
180
xFi advanced gateways
XB6, XB7, XB8
181
What website do customers visit if they want to set up xFi Pods with their own equipment.
www.plumewifi.com
182
How much do XFI pods cost?
119 for 1 pack, 199 for 2 pack
183
What impact may installing more xFi Pods than needed have?
Impact wifi speeds
184
When placing xFi pods, make sure the pod is always.
Visible and not blocked by furniture
185
Don't plug pods into these outlets.
Power outlets controlled by a wall switch
186
Timeframe for returning xFi pods?
30 days
187
What icon shows on tech360's wifi tab when an xFi pod is connected?
Little hexagon with a wifi icon inside (xFi pod icon)
188
When pods have poor connection or are offline you see this in xFinity app
Name of the pod with issue, yellow exclamation sign, Help me fix it.
189
On the Connect section, customers can do this to the xFi pods
View, check connection status, edit name and remove
190
Select this to view xFi pod's MAC address and serial number
Connect, Network name, Name of Pod
191
If a customer is activating their xFi pods and the Xfinity app is idle for too long, this will happen
A timeout error will be presented to the customer
192
xFi pods warranty?
30 day money back guarantee, 1 year hardware
193
Allow Access will override a block for Remote Access for this amount of time
30 Days
194
In the XFinity app, subscribers can view data usage history for up to this many previous months
3 months
195
Bedtime Mode activation on a profile can be visually affirmed by this symbol shown on the profile
A crescent moon
196
Devices currently connected to the home network can be visually affirmed by this symbol shown in the Xfinity app
A green dot
197
Xfinity app feature that notifies the Xfinity primary user when a profile's devices have been active for a specified amount of time
Active time limit
198
In the Xfinity app, what are the options for Downtime Schedule?
anytime, bedtime, homework, dinner
199
Devices not currently connected to home network show in Xfinity app as
Grayed out
200
Alerts on existing vulnerabilities identified within a home network
Home Network Vulnerabilities
201
These Xfinity app profiles cannot be deleted
Household
202
two ways to return xFi Pods?
in store (along with receipt), take to UPS store
203
Stops a device on the home network from connecting to a site it is not expected to contact or from participating in a Denial of Service (DOS) attack.
IoT Traffic Anomaly Detection
204
This threat pops up if a remote access attempt has been attempted or a device has been blocked from accessing a site
No action needed / Awareness Only
205
Allow Access overrides a block and enables safe browsing for this amount of time
One Hour
206
Subscribers can have their XFi pods replaced only within this period of time
One year
207
three ways to purchase xFi Pods?
online (xfinity.com/xfipods), in-store, tech offer on site (prd 1457)
208
Xfi feature that allows you to set restrictions on certain sites
Parental controls
209
XFi usage graphs for individual devices and for profiles can provide activity details for these periods of time
past 24 hours, past 30 days
210
Who manufacturers our xFi pods?
Plume
211
Use this feature to enable online gaming, VoIP, and peer to peer applications to connect directly to a device on your home network
port forwarding
212
Advanced settings in Xfinity app
2.4GHz & 5GHz Wifi % 6ghz wifi, Port forwarding, LAN and WAN, DNS Server, DMZ, Data Usage
213
XFi feature that helps reduce the risk of accessing known sources of malware, spyware, and phishing by blocking access to sites known to host this type of content
Protected browsing
214
When devices on your home network deviates from behaving normally
Suspicious Device Activity
215
When a device on your network has been infected with a virus or malware and then tried to attack another network
Targeted network attacks
216
In the XFInity app, the home network activity on the overview page shows activity for this amount of time
The past 24 hours
217
When an outside device tries to access a device on your home network
Unauthorized Access Attempts
218
WAN
wide area network
219
The 4 benefits to xFi Complete
xFi Advanced Gateway (XB6), Unlimited Data, Advanced Security, Home WiFi Assessments & Support
220
Xfinity's newest WiFi package, which offers online security measures and additional technical support to optimze WiFi performance.
xFi Complete
221
Once this WiFi package is activated, in-home WiFi performance will be assessed for 14 days. If the home needs extra coverage, a WiFi improvement solution will be provided
Whole home assesment
222
Devices that can be paired with a compatible xFi Gateway to create a mesh WiFi network in your home
xFi Pods
223
XFi Protected Browsing is powered by this leading provider of filtering technology
Zvelo
224
What percentage of all calls about WiFi instability can be prevented or mitigated by WiFi Optimized Home?
24.00%
225
What percent of customers contact us for HSI issues in their home?
60.00%
226
What percentage of calls about WiFi instability are driven by configuration issues or customer equipment?
64.00%
227
What percent of customers say they experienced 4+ HSI reliability issues over a 3 months period?
75.00%
228
5 major steps to WOH
Arrival & Assessment;; Discuss with Customer;; Detailed assessment/device Placement/Install;; Test/Fortify;; Demonstrate/Customer Education
229
Name 3 types of WiFi interference
Co-channel, Adjacent Channel, Non-WiFi
230
3 Principles of WiFi Optimized Home
Fortify WiFi Footprint;; Ensure devices connect reliably;; Hardwire key devices
231
4 Types of technology to be used in WoH
WiFi, MoCA, HomePlug, Ethernet
232
4 Options, according to WoH, to address WiFi range issues
Move Gateway, Install xFi Pods/MoCA WiFi extender, Hardwire Devices, Powerline Adapter (in order from prefferred to least preferred)
233
Estimated measure of power level that a RF device is receiving from an access point, router, or gateway
RSSI - Received Signal Strength Indicator
234
Digital tool that uses a roughly drawn floor map to create a WiFi signal "heat map" of the home
Telstra WiFi App
235
1st step to WoH
Arrival & Assessment
236
2nd step to WoH
Discussion with the Customer
237
3rd step to WoH
Detailed assessment, device placement & install
238
4th step to WoH
Test and Fortify
239
5th step to WoH
Demonstration and Customer Education
240
A next-level WiFi experience
xFi Complete
241
xFi feature that protects the customer from malware, spyware, and ransomware. Quarantines websites that might present security threats. Provides a more personalized security solution for the home network. Provides peace of mind protection for all connected devices.
xFi Advanced Security
242
This part of xFi Complete checks the configuration the network, validates connected devices, monitors RSSI, and looks at the physical throughput across the network
WiFi Assessment
243
This is how much the customer will be charged for the rental of a gateway when they are subscribed to xFi Complete
Nothing, rental fee is included with xFi Complete
244
If the xFi Pod is blinking longer than this amount of time, it is having issues connecting
2 minutes
245
What is the maximum throughput speeds on the xfi pods 2nd generation?
500mbps
246
Supersonic WiFi is?
Smarter, more innovative, with the most advanced technology
247
Tech Upgrade is a program that ensures a more advanced gateway after this amount of time at no additional cost for xfi complete customers.
3 years
248
Stops malicious software on infected devices from contacting remote servers.
Cyber Security Fail Safe
249
Blocks an unknown or blacklisted IP address from accessing a device on a customer’s home network.
Intrusion Protection
250
xFi advance security will not work if?
Gateway is in bridge mode or on the DPC3939
251
If you're trying to access a website you think is being mistakenly blocked by Advance Security, submit a request for reassessment at
spa.xfinity.com
252
Provides safe browsing and data protection to your mobile device whenever you're connected to an unsecure WiFi network away from home.
Advance Security on the Go
253
The information portal for customer support issues.
Einstein 360
254
Toolkits are divided up by these?
LOBs
255
What are the five screen areas of E360
Activity, biling,plan, account, diagnostics
256
Which E360 screen area do you find the Toolkits?
Footer
257
This process will verify accout information, such as last four digits of the SSN, last four digits of CC/EFT, or the account number before account information can be disclosed?
Authentication
258
For "Pending" orders, Einstein 360 will walk you through how to capture customer approval via email, text, or verbally, as needed?
Customer Approval
259
The Payment Widget will display a banner to indicate a customer's complaint for an unauthorized charge?
Unauthorized Charge Complaints
260
Information available in this area is intended to call out important customer information like account indicators, account holder, region and authentication information. It also includes helpful information like the customer's current time and weather.
Header
261
What are the 6 main tabs of Eintein 360?
Overview, Account, Billing & Payment, Troubleshooting, Services and Activity
262
These tabs allow you to filter to a specific section of E360 where additional help and information are available.
Main tabs
263
Drawers on the right side of the header provide a high-level overview.
Header Drawers
264
This drawer shows amount due, VOD/PPV limits and purchase activity
Bill drawer
265
This drawer contains a link to the channel lineup which allows you to email the channel lineup to the customer and view the XOD health?
TV drawer
266
This page is divided up into various 'cards' to show important information in an organized way. The information is divided up by Activity, Billing, Account, Diagnostics and Services.
The Overview Page
267
This tab contains access to Users & Preferences, Account History, and Xfinity Rewards
The Account Tab
268
Under Account Tab, this allows you to view secondary users, along with the account preferences?
Users & Preferences
269
Under Account Tab, this allows you to filter for specific events or date ranges and link to the Customer Timeline
Account History
270
If enabled for your region, this allows you to apply a coupon if needed
Xfinity Coupon
271
The Billing and Payment tab has these options?
Summary, Bills, Payments, Preferences, and Ledger
272
This provides an at-a-glance view of the customer’s billing information, including a link to view the current bill in PDF format, recent payments, charges and credits and the current amount due, as well as a link to view payment history.
Summary
273
This allows you to compare two bills in question under Bill Comparison
Bills
274
This allows the ability to take a customer's payment and set a customer's billing preferences under Preferences.
Payments
275
This allows you to see a customer's credits and debits for each billing cycle.
Ledger
276
Under this tab, depending on your access level, you can find ITGs, Devices & Diagnostics, and Outages
Troubleshooting tab
277
This will allow you to assist a customer in resolving an issue in Einstein360
ITGs
278
This lets you view the customer's specific devices and their current status based on their LOB and commitment
Devices & Diagnostics
279
This lets you see if there are any outages, as well as ability to filter by planned and unplanned status, LOB, and priority.
Outages
280
This tab lets you and your customer discuss their commitments (i.e., type of service, time left in the commitment, along with past commitments)
Services tab and then customer agreement
281
This tab allows you to view the current plan (including services and equipment) on the account
Manage Services
282
This tab allows you to see active and historical tickets, Work Orders, and cases
Activity
283
E360 defaults to this view provided no notes were entered on the Authentication screen
Actions view
284
When notes are entered on the Authentication screen, the default view will be
Notes screen
285
You can enter multiple notes in Einstein 360, each with this character limit
2000
286
This in E360 provides links to helpful tools
Footer
287
Toolkits are listed by
LOB
288
Any toolkit which applies to multiple LOBs will show up under
Other
289
Saved Favorites appear here
Favorites
290
All saved Useful Links appear here
Useful Links
291
Quickly access recently-viewed knowledge articles
Knowledge Base
292
Comcast will follow up with this of their (customer's) order details in an email and a post into the customer's My Account profile within 15 minutes
a Digital Confirmation
293
Comcast will make it easier to resolve billing disputes by pausing collections while working with the customer to resolve the issue
Customer Resolution
294
This can display a customer's information along with a suggested path to resolve the issue, giving you a head start before the customer even speaks to you
Enhanced Context
295
This helps you improve the Comcast Customer Experience by providing all you need for resolving your customer's inquiry in one place.
E360
296
A simpler interface means customers’ needs are the focus of the interaction
Customer Focus
297
This log includes every interaction including phone calls, store visits and chats for every time Comcast interacts with that customer.
Account History log
298
Comcast knows that the customers’ this is important
Customer's Time
299
This window allows you to start taking notes right away
Account snapshot
300
Display a quick identifier about the customer to the agent in Einstein 360.
Account Badges
301
This section provides a quick status of the customer's account health, billing, and LOBs
Account Health
302
Name 5 E360 account badges.
Notifications, Search, Guide, Saved, On Demand, Apps, Settings (Gear icon)
303
Each note has this minimum number of characters
at least three words.
304
If all is well with the account, this icon shows in the Account Health
a green check mark
305
This appears on both the Account Health and next to the affected LOB if there are any issues with billing or services in the account.
An exclamation icon
306
If no status can be determined on the account, this is displayed
a grey icon
307
This Account Health tab shows the Link to Channel Lineup toolkit, Icon that allows you to email the Channel Line Up directly to the customers, List of devices and XOD Health indicator.
Plan widget
308
This Drawer shows Voice number(s), List of devices and CPNI indicator.
Voice Drawer
309
This Account Health tab shows Internet Device details
Device and Diagnostic
310
Non-Home agents will only see the activation status on the account on this Account Health tab
Home Status
311
The default view for Account History has info on how many past dates?
30 days
312
Account History can be expanded up to how many days?
90-day
313
2 Sections under Notifications
Alerts & News
314
3 Steps of conversation summary
1. Summarize the conversation 2. Confirm the best way to reach the customer in the future 3. Educate the customer
315
Account Badges are located in this section of Einstein
Account badges are located in the Header
316
Channel Lineup is located under this toolkit
Information & Support
317
Check On demand history with this TV toolkit
Xfinity On Demand
318
Comcast will follow up with a digital confirmation of a customer's order withing this timeframe.
15 minutes
319
Customer Agreements, manage Additional Services, and manage services are available under this tab In Einstein 360
Services Tab
320
Do this to view the Customer's rate center
Diagnostic card on overview page
321
Einstein Chat is located in this section of Einstein 360
Useful links
322
Einstein is capable of searching these ways
Keyword, Article ID, Predictive word search, Auto-complete features, Search filtering
323
Enhanced 3 step process that will ensure all customer interactions during the sales and order entry are done exactly right
Customer Approval, Digital Confirmation and Customer Resolutions
324
Find the customers' local weather in this section of Einstein
Header
325
How can you alert a customer to when an outage is resolved?
By scheduling to send a sms/text message.
326
How can you send a channel line up to a customer?
Channel line up tool
327
How can you send a printed channel lineup to a customer?
E360 Useful Link, Send Welcome Guide
328
How long are the alerts in Einstein available?
7days
329
How much, in value, can customers redeem per year with Xfinity coupons?
up to $100 per year.
330
In addition to MAC address and Serial number of a device, what other two methods can be used in Einstein 360 Advanced Search?
Start and end date and Ticket Number
331
In Einstein 360 what is on the Overview page?
Outages, Diagnostics, Activity, Billing, Usage, & Plan
332
In Einstein 360 what is under the Account tab?
Users & Preferences, Account History and Xfinity Rewards
333
In Einstein 360 what is under the Activity tab?
Tickets, Work Orders, Cases
334
In Einstein 360 what is under the Billing & Payment tab?
Summary, Bills, Payments, Preferences and Ledger
335
In Einstein 360 what is under the Services tab?
Customer Agreements, manage services, and manage additional services
336
In Einstein 360 what is under the Troubleshooting tab?
ITG's, Devices & Diagnostics and Outages
337
In Einstein 360, under this tab you can find, depending on your access level, ITG's, Devices/Diagnostics and Outages.
Troubleshooting tab
338
In Einstein where would you go to find relevant new topics related to Comcast and Customers Service?
Notifications (Bell)
339
Minimum number of words required per note in Einstein 360
3
340
Name 3 ways to capture Customer approval for "pending" orders.
Text, Email and Verbally.
341
Name the four key outage types.
service interruption, tech signaled, scheduled routine maintenance and network improvements scheduled maintenance.
342
Name two ways Einstein 360 will let you send the order details of an "approved" order to a customer.
Email or directly to their billing address.
343
This account indicator color in E360 is informational.
Blue
344
The left panel in E360 is also known as
Utility Navigation
345
These are the tabs available when you open Toolkits
TV, Internet, Voice, Home, Mobile, Other
346
These may appear in the top left of the account screen if certain conditions are met
Account Badge
347
These options pop up by clicking your own name
About Einstein, Preferences, My disposition log, Your feedback, Support topic
348
This button refreshes the Account in Einstein 360 allowing users to not having to go through the process of closing the account and pulling it back up.
Reload Account.
349
This account indicator color in E360 indicates a warning or alert about the account (information may be actionable).
Yellow
350
This account indicator color in E360 indicates an issue with the account (information is likely to be actionable).
Red
351
This account indicator color in E360 indicates important positive information about the account.
Green
352
This displays the historic data of a device over the past seven days
Historical plots
353
Agents use this through a desktop toolbar to receive customer screen pops and softphone capabilities.
OneCTI/ CTI
354
This pops up when a customer calls in from their Xfinity voice line
Verified CPNI indicator
355
This provides information about competitors for comparison
Competitive edge
356
This tab displays a snapshot of a customer's account
Overview
357
This tab shows two bills side by side
Bill Comparison
358
This tab shows up to 12 months of past bills
Bill History
359
This toolkit to move purchased movies and shows from one account to another
Transfer Customer Owned Assets
360
This widget will display a banner to indicate a customer's complaint for an unauthorized charge
Payment Widget
361
This window asks you to confirm the name and address of the customer calling
Authentication Window
362
Tickets, work orders, and cases are available under this tab in Einstein 360.
Activity Tab
363
Toolkit that allows you to view and refund an on demand purchase if necessary
Customer Owned Purchase History under Billing
364
Use this tab to access the Xfinity Rewards
Account Tab
365
XOD purchases can be refunded this often
Once per 12 months
366
What are 3/5 included in the welcome guide email to the customer?
product user guides, channel lineups, rate cards and How to Reach Us information, as well as legal docs
367
How long does it take for a customer to receive a paper welcome guide
7-10 days
368
What area in Einstein are Einstein Actions found?
Utility Navigation (left panel) in Einstein 360 under the this call section
369
ITG
Interactive Troubleshooting Guide
370
What does the "i" stand for in Apple products?
Internet
371
These service upgrade recommendations ITGs are tailored to the customer specifically, based on a highly intelligent recommendation engine
Next Best Action (NBX)
372
Whats the 2nd option under troubleshooting in Einstein?
Device & Diagnostic
373
What are these called : How6288 CNT1144 LNK1386 TLK1407
Article ID
374
What ticket do you put in for Changing or disconnecting an account due to death of the account holder.
Changing the name of the account holder.
ACR Account Change Request
375
What ticket do you put in for Verifying a tap status on a disconnected account.
Audit of Customer Services
376
What ticket do you put in for Customer has filed for bankruptcy.
Bankruptcy Inquiry
377
What ticket do you put in for Customer is charged-off an account and has a payment problem.
Charge off- Payment research
378
What ticket do you put in for Customer has requested:
An address be made serviceable due to past bad debt at location
Collection Address Serviceability
379
What ticket do you put in for customer Is disputing their balance that has been placed with a collection agency.
Collection agency dispute
380
What ticket do you put in for when customer contact comcast due to damage done to customers property
Damage to personal property
381
What ticket do you put in for The drop is still exposed after SRO completion.
Drop bury inquiry
382
What ticket do you put in for Damaged pedestal (broken, knocked over, missing lid, bees/wasps in pedestal).
Field Research
383
What ticket do you put in Cable presents a tripping hazard or the potential to cause personal injury (i.e. laying across the street/walkway or impeding traffic) or is reported by first responders.
Hazard down drop
384
What ticket do you put in if Customer wants to disconnect the account due to deployment or would like to place the account or phone number on hold
Military disconnection request
385
What ticket do you put in if Service member returns to the same geographic rate center and wishes to reclaim the reserved telephone number.
Military reinstatement request
386
What ticket do you put in if Customer has not received the expected value-add prepaid Visa card or device (e.g., iPad mini) associated and defined by their service package promotion.
Value add/promotion escalation
387
What ticket do you put in For customers who have a payment that did not post to their account, including:
Missing payments
Payment research
388
What ticket do you put in for When your supervisor or support is unavailable to help, and the customer agrees to a call back.
Repair COE Supervisor Call back
389
What ticket do you put in if Customer is reporting theft of any personal property by a Comcast employee or business partner.
Theft of personal property
390
What ticket do you put in if Customer has a concern related to unauthorized charges on products, services, and/or equipment.
Unauthorized charges - Equipment
391
What ticket do you put in if Customer has a concern related to package or promotion charges.
Unauthorized charges - Packaged/promo
392
What ticket do you put in if Customer has a concern related to Pay Per View or Video on Demand charges.
Unauthorized charges - PPV
393
What ticket do you put in if Customer is interested in disconnecting or downgrading their Gigabit Pro service.
GigPro Disconnect/downgrade
394
What do you click on to see the tickets for the area that you work?
Call center tickets
395
Name 5 of the categories in erone
view tickets, my tickets, my resolved tickets, my following tickets, originated tickets, originator group tickets, fix agency escalated tickets,, fix agent group tickets, call center tickets regions tickets
396
Fix agents can use this feature to filter their individual queues to locate a specific ticket?
Advanced Filters
397
Where in Cafe do you take notes?
Caller notes widget
398
What LOB is used in CafeNX
Commercial
399
What is the bell icon in Cafe NX
Notifications
400
What is the type of jobs we do create in Cafe?
Orion
401
How do you report a issue in Cafe
Click the 3 dots on the right and then click report issue
402
What are the different tabs you can click on in Cafe?
Alerts, search, news, notifications, favorites, my useful links, my article feedback
403
How do you search for a account in Cafe?
orion job number, name of business, address or account number
404
What is shown in the header in Cafe?
Customer name, Address, Account number, email, phone number
405
What are 3 ways can you authenticate a account in Orion?
account number, address, authorized contact, phone number, modem mac, circuit id.
406
Where can you see customer billing info in Cafe?
Account summary
407
What is shown under Service history in Cafe?
Tickets, Cases, Outages, Work Orders
408
Where can you find your PERNR number on ComcastNow home page?
Hover over the Comcast logo
409
What 3 pieces of information are displayed when you hover over the Comcast logo on the ComcastNow homepage?
NT login, server IP, PERNR number
410
What does the people icon represent on the ComcastNow homepage?
Social Notifications
411
This is your one-stop site to help you, the Comcast employee, get questions answered or find more information.
ComcastNow
412
ComcastNow is broken into these 3 main areas.
Menu, related links, news
413
From this page, you have access to everything from links, to other Comcast systems, to the latest trending news.
Homepage
414
This section of ComcastNow allows you to access other Comcast systems such as the Comcast Store, Café 360, or the Employee Directory.
Menu
415
What are the 3 subcategories of ComcastNow Links?
Working at Comcast, Our Company, Resources
416
On ComcastNow, this page provides a great deal of resources for new associates.
New to Comcast?
417
On ComcastNow, this page provides links to pages that help you do your job.
Helpful Resources
418
On ComcastNow, this page provides frequently used links related to your career.
Quick Links
419
On ComcastNow, this is your opportunity to build your internal public information that is located on Comcast’s intranet.
ComcastNow Profile
420
What key piece of company information is located beneath the ComcastNow logo on the homepage?
CMCSA stock price
421
Where can you locate saved articles on ComcastNow?
MyBookmarks
422
Make our Customer Experience the Most reliable, consistent and digital, Deliver workld class product innovation and experience, drive groth, Work together as a team
2022 Cable Goals
423
Name of widgets on ComcastNow.
Connections
424
This ComcastNow Connection is your “Passport to Progress” at Comcast. It’s like an internal LinkedIn profile that makes it easy for you to promote your personal brand—by highlighting skills, experience, and achievements—and easy for Comcast to find internal talent for job openings, development opportunities, and special projects.
Career Profile
425
This ComcastNow Connection is a free online learning portal to help employees become stronger leaders.
Harvard ManageMentor
426
This ComcastNow Connection is the Comcast Business information application for Small to Medium Sized Business (SMB), Mid-Market and Enterprise Customer Care employees.
CAFE
427
This ComcastNow Connection helps you get answers to your HR-related questions.
(Formerly known as the Employee Service Center or the ESC.)
AskHRSS
428
This ComcastNow Connection is your source for cable industry news.
CableFAX Daily
429
This ComcastNow Connection provides standards of business conduct in order to achieve our ethical standards and commitment to integrity.
Code of Conduct
430
Where can you locate current company news on ComcastNow?
Trending Now
431
Employee focus, ethics, enthusiasm, diversity, flexibility, quality and respect all represent these.
The 7 Comcast Pillars
432
An Entrepreneurial Spirit, Act with Integrity, Respect for each other, Giving back to the community
Comcast Core Values
433
Xfinity Customer Commitment
Respect your time, simplify your experience & make things right if we fall short
434
Comcast offers a number of other channels for addressing workplace and integrity issues.
Comcast NBCUniversal Listens
435
Comcast's short form news platform where leaders and innovators exchange ideas & tackle the issues facing communities across America
Comcast NewsMakers
436
Digital Care agents must communicate with customers this way when asking for account-related information
Direct Message (or DM)
437
Employees get this percentage based discount on On Demand movies, PPV events, and other x1 purchases.
20%
438
HRSS
Human Resources Shared Services
439
Initiative focused on bringing an environmental perspective to everything we do, informing and entertaining our audiences while driving more sustainable practices into our own operations
Green is Universal
440
Manage your 401k, stock purchase, and equity plans through this company
Fidelity
441
NBCUniversal's long standing, cross-company public service initiative focused on education, diversity, health, civic engagement and the environment. It has addressed the nation's most pressing social issues & remains a trusted voice for sharing knowledge
The More You Know
442
On this day Comcast and General Electric completed their transaction to form NBCUniversal LLC
29-Jan-11
443
"Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market." This is an example of:
The Comcast Credo
444
Name the following Touchtone: "We will invest in our people because our company can only be as strong as the people who work here." (Comcastnow.com
Employee Focus touchtone.
445
Name the following Touchtone: "We will work with an unbridled passion for our customers and for our business."
Enthusiasm touchtone.
446
Name the following Touchtone: "We will always act with the highest standards of honesty, fairness, and integrity"
Ethics touchtone
447
Name the following Touchtone: "We will always be open to new thinking and approaches, as this helps us adapt to an ever-changing marketplace."
Flexibility touchtone.
448
Name the following Touchtone: "We will offer the finest and most reliable products available."
Quality touchtone.
449
Name the following Touchtone: "We will show respect for our customers and for each other."
Respect touchtone.
450
the Advertising and Sales division of Comcast Cable Care
Comcast Spotlight
451
These are a best practice to enhance employee engagement and our inclusive workforce culture at all levels of the organization.
Employee Resource Groups
452
This company is a leader in the sports management industry, providing high quality sports & entertainment to millions of fans around the world.
Comcast Spectacor
453
This customer experience pillar represents training support.
Employee empowerment
454
This day focuses on raising funds to lift children out of poverty via a combination of grassroots and workplace fundraising, social media challenges & retail cause marketing.
Red Nose Day
455
This division helps start up endeavors support & grow business ideas with technological, advertising .& financial assistance
Comcast Ventures
456
This group is a dedicated team of HR, benefits, and payroll professionals who are available to assist you with your questions by phone or online weekdays from 8 a.m. to 10 p.m.
AskHRSS
457
Twitter handle used to contact Comcast
@XfinitySupport
458
This is the rebranded name of the Comcast Guarantee for residential customers.
Xfinity Customer Commitment
459
This program provides a three-step process for resolving workplace legal disputes.
Comcast Solutions
460
This program trains youths from primarily diverse, low income backgrounds in internet and computer skills
Comcast Digital Connectors
461
This year NASCAR and Comcast announce a historic agreement that will make Comcast's XFINITY brand the title sponsor of what is now known as the NASCAR Nationwide Series through 2024
2014
462
Under "our company" on ComcastNow this is the section where you can find the Xfinity product learning portal.
Products & Services
463
Visit this webpage to modify our courtesy services.
courtesy.xfinity.com
464
We always do what we say we are going to do supports this customer experience pillar.
Reliability
465
We do what's right is one of Comcast's....
Core Values
466
to embrace good ideas, bring them to life quickly, and constantly look for new ways to innovate for our customers.
An entrepreneurial spirit
467
It's as simple as doing what’s right and treating people the right way.
Acting with integrity.
468
From the very beginning, we have been committed to a culture of fairness, respect, and inclusion: within our leadership and our workforce, with our suppliers, in our programming, and in the communities we serve
Respect for each other.
469
We have a long history of supporting local communities and organizations, developing programs and partnerships, and mobilizing our resources to connect people and inspire positive and substantive change.
Giving back to the community.
470
What are the Circle of Success categories
Circle of Success Innovation Awards, Customer Experience Awards and Accelerator Awards
471
What are the Comcast stocks traded as?
CMCSA (comcastnow.com)
472
What are the large link icons on the left side of comcastnow.com webpage.
my Connections
473
What are the six colors of the peacock associated to?
yellow = news, orange = sports, red = entertainment, purple = stations, blue = networks & green = productions
474
What does C.O.A.C.H. stand for?
Customized, Ongoing, Actionable, Coaching for High Performance
475
What is the phone number for Ask HRSS
877-909-HR4U
476
What is under the picture on top right of ComcastNow
Profile info/Edit profile
477
What page did comcastnow replace?
Team Comcast
478
What year did the Peacock debut as a logo for NBC
1956
479
What year did Xfinity Communities start?
2014
480
In Comcastnow, When you click the menu on the top left, the links displayed are broken into these three sections.
Working at Comcast, Our Company, and Resources
481
In Workday You can go here to print an Employee verification letter
Workday and then requests
482
You have access to everything from links to other Comcast systems to the latest trending news from this page.
ComcastNow.com
483
Our monthly broadcast that brings you what's happening on the frontline, with news that you can use, a look at our results and recognizing the work that you do!
FrontlineTV
484
This program was rolled out across the country to all residential billing, retention and repair agents in 2014 and continues to support agents' career growth across the company (excluding Business Services and third-party agents).
CareerAdvance
485
Name the different Comcast Divisions
West, Centeral, Northeast
