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Question 1

This is a tool that works to collect, clean, and distribute customer data in the form of an event

Answer 1

Timeline

Question 2

A view of who the customer is, including past event history and customer actions

Answer 2

Profile

Question 3

Used to describe a snapshot of customer activity

Answer 3

Event

Question 4

This is a tool that allows you to set up lists of customer to watch, set notifications for certain events that occur on their account, and share those lists with team mates

Answer 4

Watchlist

Question 5

Two of the three types of profiles found in Timeline

Answer 5

Xfinity users, billing accounts, devices

Question 6

A event is always marked with these two things

Answer 6

Date and time

Question 7

The 4 levels of accounts in collections

Answer 7

low, medium, high, never pay

Question 8

an account that’s been turned over to an outside collections agency (OCA) is known as a

Answer 8

Charged off account

Question 9

how long must a credit agency wait before reporting to the credit bureaus

Answer 9

60 days

Question 10

A nationwide company with skilled and licensed technicians that provide technical support and services.

Answer 10

HelloTech

Question 11

Comcast customers receive this discount on all HelloTech services.

Answer 11

10 percent

Question 12

The HelloTech form asks the customer for these four items.

Answer 12

First Name, Last Name, Email, and Phone Number

Question 13

This is where you can find the HelloTech form in Tech360.

Answer 13

Forms and Documents

Question 14

This website is where residential customers can contact HelloTech.

Answer 14

hellotech.com/xfinity

Question 15

This website is where Comcast Business customers can contact HelloTech.

Answer 15

hellotech.com/comcastbusiness

Question 16

This is the phone number residential customers use to contact HelloTech.

Answer 16

800 753 6139

Question 17

This is the phone number Comcast Business customers use to contact HelloTech.

Answer 17

800 515 9615

Question 18

Name 3 of 5 services by Hello Tech

Answer 18

Xfinity self protection, TV mount/remove, Audio/Video, Computer support, Smart home devices.

Question 19

Name 4 smart home products supported by Hello Tech.

Answer 19

Video doorbell, Smart cam, Smart lock, Smart speaker, Smart plug, Smart bulb, Smart switch, Smart garage, Smart thermostat.

Question 20

Name 4 categories of Hello Tech computer support.

Answer 20

Repair/help, New setup, Printer setup, Printer repair/troubleshoot.

Question 21

*HelloTech offers nationwide tech assistance this many days a week

Answer 21

seven days a week or 7

Question 22

`Xfinity customers who receive a referral card in their getting started kit
can receive a discounted rate on

Answer 22

HelloTech services

Question 23

The Xfinity Self Protection product offering is designed to be this and therefore is not eligable for pro install

Answer 23

self installation

Question 24

In Watchtower, where can users edit their methods and settings for how to be contacted?

Answer 24

Contact Preferences

Question 25

Aside from the plus and minus buttons, how can you zoom in and out on the Watchtower map?

Answer 25

Mouse wheel

Question 26

In Watchtower, what tab can users use to build new subscriptions?

Answer 26

Subscription Notification

Question 27

In Watchtower, dispatch schemes can only be adjusted by whom?

Answer 27

Team admin

Question 28

What does "ANA" stand for in the context of Watchtower network analysis?

Answer 28

Access Network Analyzer

Question 29

In Watchtower, what is the actual job number called?

Answer 29

Job ID

Question 30

In Watchtower, what are the two different types of plant?

Answer 30

Fiber and Coax

Question 31

What is the upper left pane in Watchtower Maps that displays statistics based on Engineering, Service, or an Organizational network starting at the division level?

Answer 31

Hierarchy pane

Question 32

In Watchtower Maps, the plus and minus buttons on the left are used to zoom in and out. You can also use what?

Answer 32

The mouse or mouse wheel

Question 33

In Watchtower, the hierarchy map and analysis results area will automatically update the screen for that specific what?

Answer 33

Node

Question 34

Watchtower Map Settings include at least 3 of these.

Answer 34

Map Visual, Device Layer, Device Theme, or Topology Layer

Question 35

This was developed in Watchtower to provide uniform views of nodes on virtual CMTS (vCMTS) and legacy CMTS while providing pertinent data previously gained from legacy tools.

Answer 35

Access Network Analyzer (ANA)

Question 36

In Watchtower Maps, what will allow you to Create Ticket, Create Job, Close Event, or Clear Event?

Answer 36

Event Actions

Question 37

In Watchtower, this link will open a new tab for you to view the tasks associated with the JB.

Answer 37

JB Link