ChU_HT_TL_WT Flashcards
This is a tool that works to collect, clean, and distribute customer data in the form of an event
Timeline
A view of who the customer is, including past event history and customer actions
Profile
Used to describe a snapshot of customer activity
Event
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
Watchlist
Two of the three types of profiles found in Timeline
Xfinity users, billing accounts, devices
A event is always marked with these two things
Date and time
The 4 levels of accounts in collections
low, medium, high, never pay
an account that’s been turned over to an outside collections agency (OCA) is known as a
Charged off account
how long must a credit agency wait before reporting to the credit bureaus
60 days
A nationwide company with skilled and licensed technicians that provide technical support and services.
HelloTech
Comcast customers receive this discount on all HelloTech services.
10 percent
The HelloTech form asks the customer for these four items.
First Name, Last Name, Email, and Phone Number
This is where you can find the HelloTech form in Tech360.
Forms and Documents
This website is where residential customers can contact HelloTech.
hellotech.com/xfinity
This website is where Comcast Business customers can contact HelloTech.
hellotech.com/comcastbusiness
This is the phone number residential customers use to contact HelloTech.
800 753 6139
This is the phone number Comcast Business customers use to contact HelloTech.
800 515 9615
Name 3 of 5 services by Hello Tech
Xfinity self protection, TV mount/remove, Audio/Video, Computer support, Smart home devices.
Name 4 smart home products supported by Hello Tech.
Video doorbell, Smart cam, Smart lock, Smart speaker, Smart plug, Smart bulb, Smart switch, Smart garage, Smart thermostat.
Name 4 categories of Hello Tech computer support.
Repair/help, New setup, Printer setup, Printer repair/troubleshoot.
*HelloTech offers nationwide tech assistance this many days a week
seven days a week or 7
`Xfinity customers who receive a referral card in their getting started kit
can receive a discounted rate on
HelloTech services
The Xfinity Self Protection product offering is designed to be this and therefore is not eligable for pro install
self installation
In Watchtower, where can users edit their methods and settings for how to be contacted?
Contact Preferences
Aside from the plus and minus buttons, how can you zoom in and out on the Watchtower map?
Mouse wheel
In Watchtower, what tab can users use to build new subscriptions?
Subscription Notification
In Watchtower, dispatch schemes can only be adjusted by whom?
Team admin
What does “ANA” stand for in the context of Watchtower network analysis?
Access Network Analyzer
In Watchtower, what is the actual job number called?
Job ID
In Watchtower, what are the two different types of plant?
Fiber and Coax
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?
Hierarchy pane
In Watchtower Maps, the plus and minus buttons on the left are used to zoom in and out. You can also use what?
The mouse or mouse wheel
In Watchtower, the hierarchy map and analysis results area will automatically update the screen for that specific what?
Node
Watchtower Map Settings include at least 3 of these.
Map Visual, Device Layer, Device Theme, or Topology Layer
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.
Access Network Analyzer (ANA)
In Watchtower Maps, what will allow you to Create Ticket, Create Job, Close Event, or Clear Event?
Event Actions
In Watchtower, this link will open a new tab for you to view the tasks associated with the JB.
JB Link
