ViFr_XO

Question 1

Simple to use with customers and easy to learn; its also a powerful tool designed to get you whatyou need exactly when you need it.

Answer 1

XOE

Question 2

How many clicks to complete an Internet, Video and Voice order in XOE.

Answer 2

30 Clicks

Question 3

When an existing customer wants to manage their plan by adding, removing, or changing their services they will use

Answer 3

Manage Plan

Question 4

In the plan builder in XOE where do you go to add more TV boxes

Answer 4

Manage TV Equipment

Question 5

You can go here in the XOE plan builder when a customer wants to add or remove premium channels to their base package

Answer 5

Manage Channels

Question 6

In XOE plan builder use this button to see additional service options like adding Flex, XH, or self protection plans

Answer 6

Additional Services

Question 7

You should select this button in XOE plan builder to help customers moving to a new location

Answer 7

Move Plan

Question 8

To help existing customers add lines or devices to their account in XOE use this button

Answer 8

Manage Mobile

Question 9

From the customer lookup screen you will launch XOE by clicking this button

Answer 9

Start New Sale

Question 10

From the customer account in Einstein 360 perform these 2 tasks to access XOE

Answer 10

Click on Services tab then choose Manage Services

Question 11

XOE will dynamically display available offers, equipment, and these during a change of service

Answer 11

installation offers

Question 12

Once accessed through Einstein 360, the XOE screen you will be taken to is this

Answer 12

Xfinity Plan

Question 13

In XOE, upgrade offers and these two types of offers will also display if your region offers them

Answer 13

Sidegrade and Downgrade

Question 14

Some package or change of service orders in XOE may require a credit check, deposit or this

Answer 14

EZ Enroll

Question 15

In XOE if your customer needs to add TV boxes, manage channels, or add additional services you can use this to avoid repackaging the services

Answer 15

Quick Checkout

Question 16

What button do you select to begin a repackage order in XOE

Answer 16

Manage Plan

Question 17

If XOE takes about 30 clicks to complete a order, about how many clicks does it take to complete the same task in CSG

Answer 17

about 85 or 85

Question 18

CSG could take up to 2 weeks to learn but XOE can be learned in

Answer 18

just a few hours

Question 19

If you are having trouble with XOE check these 2 resources first to see if the issue is addressed

Answer 19

Swivel Guide and Tips & Tricks

Question 20

This feature in XOE will only display products and services that are available to the customer

Answer 20

Plan Builder

Question 21

In XOE each product is contained in a closeable section known as a

Answer 21

Drawer

Question 22

In XOE these are found in Drawers and contain offers for the customer

Answer 22

Tiles

Question 23

In XOE where can you find a detailed breakdown for the price of each product, any discounts or install costs, with the ability to calculate the monthly taxes

Answer 23

The Cart

Question 24

Featured deals and student offers are currently available for these customers only

Answer 24

new customers

Question 25

XOE looks at the products in the cart and the location history to automatically display only this

Answer 25

Installation options

Question 26

In XOE you can qualify for a self install if you are installing this many devices or less

Answer 26

Four

Question 27

If a customer is requesting service at a address that has never had Xfinity services they will need this type of install

Answer 27

Professional

Question 28

If the only listed installation option available is self install but the customer wants or needs a professional installation you can use this process

Answer 28

Installation Override

Question 29

these are the 3 types of installations in XOE

Answer 29

Self installation, Self installation Plus, and Professional Installation

Question 30

To change the customers core services in XOE you must be in the

Answer 30

Plan Builder

Question 31

This is the program that ensures that transparency exists for every customer interaction and they know what they're buying including charges, taxes and fees

Answer 31

Customer Approval

Question 32

to create a Xfinity username and password you need these 3 things

Answer 32

Name, phone #, and Email address

Question 33

Xfinity mobile orders in XOE that contain a financed device will require this check

Answer 33

Soft Credit Check

Question 34

After 3 failed attempts in XOE to verify the customers identity the customer will have this much time to verify using a physical ID before the order is canceled

Answer 34

7 days