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Comcast Jeopardy Care 2016 > Einstein 360 > Flashcards

Einstein 360 Flashcards

1
Q

What is the duration of days you can look up a ticket in history

A

7

14

30

60

90

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2
Q

What are the options under the Voice>Non-Comcast (XH) Alarm System ITG?

A

Alarm System (not Xfinity Home)

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3
Q

What are the choices found under “Select the option that best describes the equipment issues the customer is experiencing” under Equipment Issues ITG?

A

Excessive Noise Missing Time Display Set-Top Box Rebooting Set-Top Box Will Not Turn On

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4
Q
A

CIMA Login

Login information when Comcast customers authenticate with Comcast to access mobile and web applications, both internal or partner applications.

A few examples include MyAccount, XH, HBOgo, NBC, and more.

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5
Q

What is the date range for serching in 360

A

30, 60, 90 days

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6
Q
A

Telesales Call

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7
Q

What are 6 of the 12 troubleshooting options under the Pay Per View Issues ITG? (XI)

A

Audio Buzzing/Popping Audio

Audio Cuts In and Out Audio Out of Sync

Grainy Low Audio

No Picture No Sound

Pixelation Snowy

Tiling Unable to Order

Wrong Language

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8
Q

What is the main menu in 360

A

Overview, account, billing/payment, troubleshooting, services, activity

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9
Q

Internet Topics for ITG in 360

A

Abuse/Security,

Assurance Issues,

Actiavtion,

Connection issues,

CPNI,

Email issues,

feature issues,

login issues,

Xfinity Aps,

Xfinity Connect,

Xfinity Features & services

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10
Q
A

ITG

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11
Q
A

Device Swap

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12
Q

What are the options under the Voice>Caller ID ITG?

A

Inbound Caller ID

Outbound Caller ID

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13
Q

What are the choices found under “Select the option that best describes the customer’s reported issue” for the Picture Quality/Image Resolution ITG?

A

Reception Issues

Live Linear Frozen Image

Image Resolution (Black Bars/Borders HD Tune Delay)

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14
Q

How do you cancel a customer’s Netflix subscription through Einstein 360?

A

Click on Services tab,

select Additional Services,

click Cancel Enrollment, then select Yes.

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15
Q

What are 3 of the 6 choices under “Select the option that describes which Interactive Television (iTV) feature the customer is having issues with” for the Interactive TV ITG? (X1)

A

General iTV Issues - Missing content

Menu not displayng or SPECIFIC features like:

Home Shopping Network

Linear Upsell

Ready Remind Record Watchlist

Request for Information

XFINITY Latino Channel

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16
Q

What is the number of options available under the Legacy>Informational Issues ITG?

A

9

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17
Q

What are the 4 options under the Legacy>DVR Issues ITG?

A

DVR Error Codes

DVR Playback Issues

DVR Recording Issues

External DVR Issues

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18
Q

What are 4 of the 7 choices under “Select the option that describes the issue the customer is having with email” under the Email Issues ITG?

A

Sending Email

Receiving Email

Missing Email

Unable to Setup Mail Client

Your Browser is Not Supported Message

XFINITY Connect Feature Issue

XFINITY Connect Latency

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19
Q
A

We’re On It

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20
Q

What are the options under the Legacy>XFINITY OnDemand (XOD) Issues ITG?

A

XFINITY OnDemand Issues

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21
Q
A

PPV

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22
Q

what are 4 einstein doc types

A

tlk, how, prd, pri, lnk, pol, cpn

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23
Q
A

ECR Letter

Escalation Care Representatives (ECR) handle corporate complaints (BBB, FCC, etc.), Executive complaints (Letters/Calls to Executives) and other escalated customer complaints.

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24
Q
A

New Device

Customer received a new device within the last 45 days

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25
Q

Under Activiy

A

Tickets, work orders

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26
Q

XBO

A

Xfinity Back Office

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27
Q
A

XRE Error

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28
Q
A

Einstein Load

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29
Q
A

Forum Post

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30
Q

What is under addititional services

A

Netflix

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31
Q
A

Email Migration

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32
Q
A

Call Quality

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33
Q
A

Cima Password Reset

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34
Q

What are the options under Internet>CPNI ITG?

A

CPNI/Personally Identifiable Information (PII) Issues

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35
Q
A

telesales_ems

(any team sends cust ems about svs)

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36
Q

What are 3 of the 9 the choices found under “Select the option that describes the customer’s issue with their guide” for the Guide and Parental Control Issues ITG?

A

Channels missing from Guide

Incorrect Guide Information displaying in Guide

Missing Guide display Partial Guide display

no Guide displayed slow guide response

no ability to search

To be announced Mesage

Parental Control issues

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37
Q
A

VOD Short Session

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38
Q
A

Emergency Maintenance

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39
Q
A

Outbound Call

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40
Q

Name 4 options are under “Select the option that best describes the Customer’s reported Issue”

For Audio Issues ITG? (X1)

A

Audio Quality

Audio Volume Incorrect on Commercials

Closed Captioning

Descriptive Video Service

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41
Q

Under Services

A

Customer Agreements,

addtional services

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42
Q
A

New Package

Customer recently added a new package to their service within the last 30 days

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43
Q

what 2 options show under “Notifications”

A

news, alerts

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44
Q

How many options are listed under the Legacy>Billing Issues ITG?

A

0,

theyve all been decomissioned

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45
Q
A

Moves

Customer has an upcoming Move or has moved within the last 30 days

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46
Q
A

Account Number Change

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47
Q

What the choices found under “Select the option that best describes the customer’s reported issue” for the No Picture ITG?

A

All Snow

Black Screen

Blue Screen

Green Screen

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48
Q
A

Direct Mail

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49
Q
A

Email Communication

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50
Q
A

Planned Maintenance

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51
Q

What are the 3 options under the Voice>Dial Tone Issues ITG?

A

Cannot Break Dial Tone Dial Tone Cuts IN and Out No Dial Tone

52
Q

What are the 4 options available under the Voice>Cannot Make and/or Receive Calls ITG?

A

Cannot Make Calls

Cannot Receive Calls

Has Dial Tone But Can’t Make and Receives Calls

Ringback

53
Q

What are the 3 options found under “Select the best option that describes the customer’s reported issue” for DVR issues? (X1)

A

DVR Error Codes

DVR Playback Issues

DVR Recording Issues

54
Q
A

ECR Contact

Escalation Care Representatives (ECR) handle corporate complaints (BBB, FCC, etc.), Executive complaints (Letters/Calls to Executives) and other escalated customer complaints.

55
Q

What are the 5 options under the Internet>XFINITY Features and Services ITG?

A

Constant Guard DVR Manager Issues Online Closed Captioning TV Everywhere Issues Virus Issues

56
Q

What is the optoins under Troubleshotting - ITG

A

Overview; Internet, TV, Voice

57
Q
A

Self-Install Kit

58
Q
A

Promo Rolloff

Customer is within 45 days of a Promo Roll off

59
Q
60
Q
A

Truck Roll Install

Customer has an upcoming or recent Truck Roll within the last 30 days

61
Q

What are the 5 options under the X1>XFINITY Feature and Services ITG?

A

X1 Caller ID on TV

X1 If This, Then That App

X1 MyDVR Manager

X1 Send to TV

X1 Voice Guidance Issues

62
Q

what does the 2 racing flags mean?

A

customer promo info

63
Q

What are the 2 options under the Voice>Voice2go ITG?

A

Voice2go

XFINITY Text Messaging

64
Q

What are the 4 options under the Internet>Connection Issues ITG?

A

Connectivity Issues Customer Security Assurance Alert Notice (In Browser Notification) XFINITY WiFi MDU Common Area XFINITY Wireless Gateway

65
Q

what is under Account in 360

A

Users/Preferences,

account history,

xfinity cupons

66
Q
A

Promotion Roll-off

67
Q

In the ITG >> under Equipment Issues?

What are the 4 options available? (X1)

A

Excessive Noise

Missing Time Display

Set-Top Box Rebooting

Set -Top Box Will Not Respond

68
Q
69
Q
A

XH Touchscreen Offline

70
Q
A

Escalation

Customer has had 6 or more phone calls and 2 or more truck rolls in the last two weeks, or has an ECR Contact or ER One ticket in the last 30 days

71
Q

Sider defult is

A

30 days span

72
Q
A

NPS Callback

73
Q
A

Equipment Update

74
Q

What is under Billing & payment

A

Summery

, bills,

payments,

presernces

75
Q
A

My Account Web Login

76
Q

What are the options under the Voice>Features Issues ITG?

A

Directory Assistance

Directory Listing

Features Issues

Nuisance or Unwanted Calls

Referral Message

77
Q

Under Services- Customer approval

A

Approvals

contacts

, history

78
Q
A

Consent Status Updates

79
Q

What are the options under Voice>Abuse/Security Assurance Issues ITG?

A

Unauthorized User Changes

80
Q

What 2 options are under the Internet>Abuse/Security Assurance Issues ITG?

A

General Security Issues Unauthorized User Changes

81
Q

ITG options under TV in 360

A

Abuse/Security,

Assurance issues,

activation,

audio issues,

dvr issues,

equimpment issues,

feature issues,

guide and parental,

control issues,

itv-interactive tv,

login issues,

no picture,

p;icture quality/image resloltion,

ppv issues,

remote control issues,

xfinity apps,

xfinity on demand issues

82
Q

What are the 7 options under the Internet>XFINITY Connect ITG?

A

Access Requires High-speed Internet Error Message Address Book Issues Calendar Issues Call Log Address Book Builder Issues Easy Change Issues Social Media (Facebook/Twitter) Issues XFINITY Connect Ad Complaint

83
Q

What are the options found under the X1>XFINITY OnDemand (XOD) Issues ITG?

A

(X1) XFINITY OnDemand Issues

84
Q

What are the 3 options available under TV Login Issues?

A

UID Creation Issues

Unable to Login to Xfinity Sites

XFINITY Username Password Reset

85
Q
A

Customer Request Ticket

86
Q

What are the options under the Internet>iTV-Interactive TV ITG?

and how many choices are found within the ITG?

A

Self Service App

10 choices

87
Q
A

Adjustments

88
Q

optoins for time fliters in timeline

A

1 day, 1 week, 2 weeks, 1 month, 3 months, all

89
Q

What are the ITG list for CDV

A

Abuse/Security

Assuance issues

call quality issues

caller id

can not make or recive calls

CPNI
dial tone issues

e911

fax machine

feature issue

log in issue

non comcast xfinity home alarm system

voice to go

voice mail issues

xfinity apps

90
Q

What are the 4 options under the Internet>Login Issues ITG?

A

Transfer of XFINITY Username From Previous Account

UID Creation Issues

Unable to Login to Xfinity Sites

XFINITY Username Password Reset

91
Q

What is the menu for Timeline

A

Enstine 360

home network

watchtower

nosie patrol

PHT

Own it

92
Q

What are the 2 options under the Voice>XFINITY Apps ITG?

A

MyAccount App

XFINITY Connect App

93
Q

What are the optoins on the left side of Timeline

A

product

admin

self service

agent

tech

network

Timespan

94
Q
A

Security Deposit

95
Q

What are the options under Internet>Activation ITG?

A

XFINITY Internet Activations

96
Q

What can you do under under ecobill under billing

A

email instructions to a customer

97
Q
A

Timeline Lookup

98
Q
A

Billing Statement

99
Q

What are the options under the Legacy>Picture Quality/Image Resolution?

A

Picture Quality Issues

100
Q

What are the 4 options under the Legacy>XFINITY Apps ITG?

A

MyAccount App XFINITY Connect App XFINITY TV on 4K/UHD XFINITY TV Remote App

101
Q

What is under Troubleshotting

A

ITG, devices/Diagnostics, outages

102
Q

What is the available option under TV Activation ITG?

A

Video and Remote Activations

*Device Activations

*Remote Control Activations

103
Q
A

Internal Communications

104
Q

What are the available options under Legacy>Activation ITG?

A

Video and Remote Activations

105
Q

What is the option under acticity- work orders

A

current

, history

106
Q

Under Biling/payment>Bill what are the options

A

Bill comparision and Bill history

107
Q

What 2 of 4 ITG options are under Connection Issues for Internet?

A

Connection Issues

Customer Security Assurance (C.S.A.) Alert Notice

XFINITY WiFi MDU Common Area

XFINITY Wireless Gateway Settings

108
Q
A

Degraded Service

109
Q
A

Customer Move

110
Q
A

upsell

Upsell events are events that mark when a customer has accepted an Upsell offer that has been projected to their STB.

111
Q
A

Mobile .COM Login

112
Q

What is under acticity, tickets

A

current, history

113
Q
A

Soft Disconnect

114
Q
115
Q
116
Q

What are the options under Notes

A

create new note

view all history

117
Q
A

Journey Assistant

118
Q

How many ways can you search for a customer in Einstein and what are they?

A

7 Ways

  1. Phone 2. Account 3. Name 4. Address 5. CR Ticket 6. E-Mail/Username 7. MAC Address
119
Q

This new feature in Einstein 360 allows you to see and create notes within and between multiple service channels?

A

Unified Notes

120
Q

What are 3 scenarios where you need to check the historical data of a device?

A

Intermittent internet connection

Intermittent dial tone

Slow browsing

Voice quality issues

Degraded picture

Intermittent tiling

Intermittent VOD

121
Q

What does the acronym WOH stand for?

A

Wifi Optimized Home

122
Q

What does the Green Flag in Proximity Check mean?

A

Online Device

123
Q

What does this work order mean? A4 (CSG) or 462 (AMDOCS)

A

Amazon New Connect

124
Q

What is located in the center panel, allows you to do Google-like serches using very specific search queries, keywords, document IDs, and even common problems to locate answers?

A

Einstein’s Smart Search

125
Q

What is the billing feature our business agents use to assist a customer with understanding why a bill changed month over month?

A

Side by Side Comparison Tool

126
Q

What is the definition of an ITG?

A

Interactive Troubleshooting Guides

Comcast Jeopardy Care 2016 (26 decks)

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