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Brent 2024 > Einstein 360 / ITG's 2024 > Flashcards

Einstein 360 / ITG's 2024 Flashcards

1
Q

Used for disputing equipment charges or reporting
damage, loss or theft of equipment.

A

Equipment Research

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2
Q

Used to troubleshoot a customer’s XFINTIY Voicemail
Issues.

A

Voicemail Issues

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3
Q

Used to troubleshoot non-XFINITY Home alarm system issues such as false triggers and issues with
software upgrades.

A

Alarm System

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4
Q

Used to address concerns with XFINITY Voice features
such as call waiting, three-way calling and selective
call rejection.

A

Voice Feature Issues

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5
Q

Used to solve the issue of the difficulty adding or removing a referral number message on a disconnected
phone line.

A

Referral Message

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6
Q

Used to address concerns with unwanted telemarketing or phishing calls with possible fake Caller ID.

A

Nuisance or Unwanted Calls

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7
Q

Used to troubleshoot fax machine issues

A

Fax Machine Issues

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8
Q

Escalates issues with E911 such as incorrect information, 911 auto dial and address validation.

A

E911 Issues

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9
Q

What is listed Under Dial Tone Issues

A

Cannot Break Dial Tone, Dial Tone Cuts In & Out, and
No Dial Tone & Activations

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10
Q

Used when troubleshooting No Dial Tone.

A

No Dial Tone & Activations

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11
Q

Used to troubleshoot when their dial tone cuts in and
out/Intermittent dial tone issues

A

Dial Tone Cuts In & Out

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12
Q

Used to troubleshoot when you cannot break the dial tone / inability to make outbound calls

A

Cannot Break Dial Tone

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13
Q

What is listed under Cannot Make and / or Receive Calls

A

Cannot Make Calls, Cannot Receive Calls, Has Dial
Tone but Can’t Make and Receive Calls, and Ringback

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14
Q

Used to address concerns with the phone ringing after
a call is completed.

A

Ringback

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15
Q

Used to troubleshoot issues with dial tone but is unable to make or receive calls.

A

Has Dial Tone but
Can’t Make & Receive Calls

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16
Q

Used to resolve reports of customers being unable to
receive calls due to issues such as the call not going
through or ringing with no answer.

A

Cannot Receive Calls

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17
Q

Used to troubleshoot issues with customer-placed
calls such as dead air, call going directly to voicemail
or dialed number not being in service.

A

Cannot Make Calls

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18
Q

Used to troubleshoot issues as anonymous calls, incomplete data, incorrect name displays, blocked displays, locality displays and names not appearing or
incorrect

A

Caller ID Issues

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19
Q

Used to resolve call quality issues such as dropped
calls, echo, static, robotized and volume issues.

A

Call Quality

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20
Q

Used to troubleshoot issues with XFINITY OnDemand.

A

XFINITY On Demand Issues

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21
Q

Used to troubleshoots issues with remote controls
such as keys not working, pairing issues and unable
to fast forward or rewind.

A

Remote Control Issues

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22
Q

Used to troubleshoot issues related to Pay Per View

A

Pay Per View Issues

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23
Q

Used to troubleshoot picture quality, frozen image, or
image reception issues

A

Picture Quality Issues

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24
Q

Used to troubleshoot no picture issues an error messages

A

No Picture Issues

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25
Q

Used to Troubleshoot issues related to iTV issues
such as missing content, menu not displaying, or specific features like Home Shopping Network, linear upsell, Ready/Remind/Record, Request for Information,
Watchlist, and XFINITY Latino Channel.

A

iTV- Interactive TV

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26
Q

Used to Troubleshoot menu or guide issues and
parental control issues.

A

Guide and Parental Control Issues

27
Q

Caller ID Issues, Cross Product Feature Issues, & Xfinity Website Issues fall under this ITG category

A

Feature Issues

28
Q

What is listed under Equipment Issues

A

Equipment Issues, MDTA & Q2Q Issues

29
Q

Used to troubleshoot issues with mDTAs for bulk or
hospitality accounts.

A

MDTA & Q2Q Issues

30
Q

Used to troubleshoot issues with Video equipment

A

Equipment Issues

31
Q

Used to troubleshoot issues with DVR errors on the
set-top box and via the My DVR Manager

A

DVR Issues

32
Q

Used to troubleshoot issues with Inbound Caller ID,
Outbound Caller ID, and Caller ID to TV

A

Caller ID Issues

33
Q

Used to troubleshoot issues with audio problems,
closed captioning, and descriptive video service on
TV boxes

A

General Audio Issues

34
Q

What is listed under Activation

A

Video & Remote Activations

35
Q

Used to activate or sync self installed video devices
and remote controls

A

Video & Remote Activations

36
Q

What is listed under XFINITY Features and Services

A

3rd Party Online Closed Captioning & Network Websites and 3rd Party Apps

37
Q

Used to troubleshoot online TV issues with non-XFINITY websites and apps, such as channel, authentication and Parental Controls.

A

Network Websites
and 3rd Party
Apps

38
Q

Used to troubleshoot all closed captioning issues that
a customer may experience on XFINITY TV Go website, XFINITY TV website and TV Everywhere websites

A

3rd Party Online Closed Captioning

39
Q

What is listed under XFINITY Connect

A

Address Book Issues, Call Log Address Book Builder
Issues, Easy Change Issues, Social Media (Facebook
Twitter) Issues

40
Q

Used to troubleshoot login issues for customers using
a social media login to a Comcast/Xfinity site

A

Social Media Issues

41
Q

Used to troubleshoot Easy Change issues.

A

Easy Change Issues

42
Q

Used to troubleshoot Call Log Address Issues, including: Duplicate Contacts, Unable to Access Address
Book Builder, Unable to Import Contacts, and Unable
to Remove Contacts from Recommendation List.

A

Call Log Address Book Builder Issues

43
Q

Used to troubleshoot address book issues; ensuring
the browser is supported by the Demarcation Policy,
deleting cookies and cache, and resetting the browser
to default settings.

A

Address Book Issues

44
Q

What is listed under Xfinity Apps

A

Application Issues

45
Q

Used to report issues with Comcast provided mobile
apps and set top box applications on X1 and Flex
devices

A

Application Issues

46
Q

Used to reset the customers UID password used for
accessing Comcast email and apps

A

XFINITY Username and Password Reset

47
Q

Used to troubleshoot issues related to Xfinity ID invites, linking & usernames

A

XFINITY Identity Management Issues

48
Q

What is listed under Login Issues

A

Xfinity Identity Management Issues & Xfinity Username Password Reset

49
Q

Used to troubleshoots customer reported issues with
features, i.e.., Xfinity Coupon & OTT content

A

Cross Product Feature Issue

50
Q

Used to troubleshoot being unable to logon to Xfinity
Sites, “The username and password entered do not
match. Please try again,”

A

XFINITY Website Issues

51
Q

What is listed under Feature Issues

A

Cross Product Feature Issues & Xfinity Website Issues

52
Q

Used to schedule an SRO for low-hanging drop requests or storm mode drop issues.

A

Drop Issues

53
Q

Used to troubleshoot email related issues for a Comcast UID.

A

Email Issues

54
Q

Used to Resend a CPNI PIN, known as Security PIN.
Also to troubleshoot issues with CPNI and Personally
Identifiable Information (PII)

A

CPNI/Personally
Identifiable
Information (PII)
Issues

55
Q

Expanded Tier 1 demarcation. Please use for all customer requested settings updates.

A

XFINITY Wireless Gateway Settings

56
Q

Used to troubleshoot issues with Xfinity WiFi
Hotspots

A

XFINITY Wifi Hotspot Issues

57
Q

Used to troubleshoot inquiries about Xfinity Alerts
(Usage based billing/data usage, copywrite infringement, unauthorized access or changes to the account)

A

XFINITY Alert Notice

58
Q

Used to troubleshoot Managed WiFi properties and
not used for traditional residential Internet accounts

A

Managed Wifi
Connectivity Issues

59
Q

Used for troubleshooting internet connectivity issues
(slow speeds, intermittent internet, no connectivity
etc.) and activating XFINITY internet and xFi Pods.

A

Connectivity Issues & Activations

60
Q

What is listed under Connection Issues

A

Connectivity Issues & Activation, Managed Wifi Connectivity Issues, Xfinity Alert Notice, Xfinity Wifi Hotspot Issues, Xfinity Wireless Gateway Settings

61
Q

What is listed under Abuse/Security Assurance Issues

A

General Security Issues & Unauthorized User
Changes

62
Q

Situations where a subscriber notices that an unauthorized change was made on their account.

A

Unauthorized User Changes

63
Q

Used to troubleshoot abuse issues, including Comcast Alert Notices, the Customer Suspects their PC
is Infected, Firewall Alerts, Harassment, Law Enforcement issues, Receiving Spam or Fraudulent Emails,
and Receiving Virus Infected Emails.

A

General Security Issues

Brent 2024 (21 decks)

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