Digital Care (N.B. 10/23/18)

Question 1

What year was the Digital Care Team formed?

Answer 1

2008

Question 2

What was the Digital Care group originally called?

Answer 2

Digital Media Outreach (DMO)

Question 3

These are resolution types that Triage Specialists apply to a customer’s account after an interaction?

Answer 3

Action Tags

Question 4

On the Xfinity.com site, what 4 options are available for the customer to reset there password/receive reset code?

Answer 4

Text, Email, Secret Question, and IVR

Question 5

What is the Digital Care Team customer management system called?

Answer 5

Lithium

Question 6

P2BV

Answer 6

Potential To Be Viral

Question 7

The customer’s approval is not required if changes to the order do not modify ___

Answer 7

The product or price

Question 8

What advanced tool does Digital care use to engage with Comcast customers, primarily via Twitter?

Answer 8

Lithium

Question 9

If a customer is eligible to receive a $5 discount on there bill what 2 options must they be signed up for?

Answer 9

Auto pay and Eco bill

Question 10

How many days must a customer wait until the recurring $5 discount hits there account?

Answer 10

Up to 45 Days

Question 11

Which methods can the customer use to reset wifi password​

Answer 11

online, or apps

Question 12

The customer’s approval is not required if changes to the order do not modify what?

Answer 12

the product or price.

Question 13

is the preferred method because it is truly a one-stop-shop for the on-premise site contact through the technician’s iPad/iPhone (cx consent)

Answer 13

eSignature

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Question 14

The TSC agent will generate __ using the eSignature tab on the Customer Approval screen and provide it to the technician. (cx consent)

Answer 14

a unique PIN

Question 15

Approval using __: Secondary Method (cx consent)

Answer 15

Text

Question 16

If a customer can’t receive a text message (or prefers not to), __ is another great way to capture content.
(cx consent)

Answer 16

email

Question 17

The customer still might not want text or email. The TSC agent can read all the order details to the customer verbatim using what? (cx consent)

Answer 17

verbal script (Approval with Verbal Script with IVR)
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Question 18

What if the person at home isn’t the account holder or authorized user? (cx consent)

Answer 18

the work order must not be changed. All day of job work order changes requiring approval must be made by the TSC only