cXOE Flashcards
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.
XOE
How many clicks to complete an Internet, Video and Voice order in XOE.
30 Clicks
When an existing customer wants to manage their plan by adding, removing, or changing their services they will use
Manage Plan
In the plan builder in XOE where do you go to add more TV boxes
Manage TV Equipment
You can go here in the XOE plan builder when a customer wants to add or remove premium channels to their base package
Manage Channels
In XOE plan builder use this button to see additionsl service options like adding Flex, XH, or self protection plans
Additional Services
You should select this button in XOE plan builder to help customers moving to a new location
Move Plan
To help existing customers add lines or devices to their account in XOE use this button
Manage Mobile
From the customer lookup screen you will launch XOE by clicking this button
Start New Sale
From the customer account in Einstein 360 perform these 2 tasks to access XOE
Click on Services tab then choose Manage Services
XOE will dynamically display available offers, equipment, and these during a change of service
installation offers
Once accessed through Einstein 360, the XOE screen you will be taken to is this
Xfinity Plan
In XOE, upgrade offers and these two types of offers will also display if your reagon offers them
Sidegrade and Downgrade
Some package or change of service orders in XOE may require a credit check, deposit or this
EZ Enroll
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
Quick Checkout
What button do you select to begin a repackage order in XOE
Manage Plan
If XOE takes about 30 clicks to complete a order, about how many clicks does it take to complete the same task in CSG
about 85 or 85
CSG could take up to 2 weeks to learn but XOE can be learned in
just a few hours
If you are having trouble with XOE check these 2 resources first to see if the issue is addressed
Swivel Guide and Tips & Tricks
This feature in XOE will only display products and services that are available to the customer
Plan Builder
In XOE each product is contained in a closeable section known as a
Drawer
In XOE these are found in Drawers and contain offers for the customer
Tiles
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
The Cart
Featured deals and student offers are currently available for these customers only
new customers
XOE looks at the products in the cart and the location history to automatically display only this
Installation options
In XOE you can qualify for a self install if you are installing this many devices or less
Four
If a customer is requesting service at a address that has never had Xfinity services they will need this type of install
Professional
If the only listed installation option available is self install but the customer wants or needs a professional installation you can use this process
Installation Override
these are the 3 types of installations in XOE
Self installation, Self installation Plus, and Professional Installation
To change the customers core services in XOE you must be in the
Plan Builder
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
Customer Approval
to create a Xfinity username and password you need these 3 things
Name, phone #, and Email address
Xfinity mobile orders in XOE that contain a financed device will require this check
Soft Credit Check
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
7 days
