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2018 MM > Einstein (IJA 10-16)(EH 10-24) > Flashcards

Einstein (IJA 10-16)(EH 10-24) Flashcards

1
Q

How often are ITG enhancements posted?

A

Once a month

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2
Q

How are Einstein Required/Recommended actions generated?

A

Customer’s account status, equipment diagnostic, IVR responses

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3
Q

What should an agent use to troubleshoot a customer’s issue when the ITGs are not available?

A

Toolkits and Einstein Articles

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4
Q

What are the 3 options under the Account Tab in Einstein?

A

Users and Preferences
Account History
Xfinity Coupon

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5
Q

What are the 5 options under the Billing and Payments Tab in Einstein?

A 
Summary
Bills
Payments
Preferences
Ledger
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6
Q

What are the 3 options under the Troubleshooting Tab in Einstein?

A

ITGs
Devices and Diagnostics
Outages

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7
Q

What are the 2 options under the Services Tab in Einstein?

A

Customer Agreements

Additional Services

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8
Q

What are the 2 options under the Activity Tab in Einstein?

A

Tickets

Work orders

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9
Q

What 3 action options do you have in an Einstein document?

A

Favorite
Print
Share

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10
Q

How are Einstein documents categorized?

A

Region,Topic, Tags

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11
Q

What is a device integrity health check?

A

Diagnostics performed by the ITG on current signal levels. Results are color coded.

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12
Q

On the Account History screen, what are the 4 links in blue under the header?

A 
# of Inbound Calls
# of Billing Events
# of Repair Event
View Full Customer Timeline
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13
Q

What does the article ID CHI indicate?

A

Channel Information

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14
Q

What does the article ID CNT indicate?

A

Contact Information

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15
Q

What does the article ID DEF indicate?

A

Definitions

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16
Q

What does the article ID DG indicate?

A

Device Gallery

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17
Q

What does the article ID ERR indicate?

A

Error Codes

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18
Q

What does the article ID HOW indicate?

A

How To

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19
Q

What does the article ID PRI indicate?

A

Pricing

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20
Q

What does the article ID POL indicate?

A

Policy

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21
Q

What does the article ID SM indicate?

A

Simulator

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22
Q

What does the article ID TLK indicate?

A

Talking Points

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23
Q

What does the article ID PRD indicate?

A

Product

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24
Q

What does the article ID ALT indicate?

A

Alert

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25
Q

What does the article ID CPN indicate?

A

Campaign

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26
Q

What does the article ID EVT indicate?

A

Event

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27
Q

What does the article ID NWS indicate?

A

News

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28
Q

What two options are available at the end of all Einstein documents?

A

Was this article useful?

Share your feedback

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29
Q

What are the four tabs listed at the bottom of Einstein while in an account?

A

Toolkits, Favorites, Useful links, knowledge base

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30
Q

What is available under the Knowledge base tab in Einstein?

A

Recently viewed Articles

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31
Q

What displays when the bell in the upper right hand corner in Einstein is clicked on?

A

Notifications (Alerts and News)

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32
Q

What are the options are available on the additional services screen?

A

Verify if the customer subscribes to Netflix, how the customer was enrolled, date of enrollment and date when it will automatically renew

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33
Q

What version of Einstein do we currently use?

A

Version 1808.0.0.2

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34
Q

What options appear when you click the down arrow next to the customer’s name in Einstein?

A

The “Window Shade” displays, Customer Information, Account Information, Account Indicators and Related Links

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35
Q

What three options are found along the top black banner in Einstein?

A

Customer Lookup, End Conversation, and Reload Account

36
Q

How do you check a customer’s date usage in Einstein?

A

Click on Toolkits, > Internet tab, > Account, then click on View Usage History.

37
Q

Name the Voice Toolkit options in Einstein?

A

Account
Provisioning
Information and Support
Equipment

38
Q

How do you schedule a SRO through Einstein?

A

Click on Toolkits >Other >Information and Support, then Special Request Order

39
Q

In Einstein, what are the options under the Favorites tab on the bottom left of the screen?

A

Edit Favorites
Arrow (pop out in new window)
X (Close)

40
Q

In Einstein under Customer Lookup on the top left of the screen, what will you find?

A

Recent Lookups

Lookup Customer

41
Q

Before an account is populated in Einstein, what are the lookup criteria options?

A 
First Name
Last Name
Phone Number
Street Address
Apt. Suite, Building
Zip Code
Account Number
Email or Username
42
Q

Before an account is populated in Einstein, what are the lookup criteria options under Advanced Search?

A

Previous Account dates
Ticket Number
MAC Address
Serial Number

43
Q

Before an account is populated in Einstein, what are the two actions you can take (located at the bottom of the screen)

A

Lookup Account

Clear Fields

44
Q

When an account populates in Einstein before authentication, what are the five possible options to authenticate?

A

Last 4 digits of Social Security Number
Last 4 digits of Stored Payment Method
Account Number
Send Code via SMS or Email

45
Q

When you are looking at the Authentication screen in Einstein, what two possible actions can you take (located at the bottom of the screen)

A

Verify Customer

Continue as Unverified

46
Q

While authenticating an account in Einstein, what are your reason for continuing as unverified options when you click “Continue as Unverified”

A 
Customer Refused
Customer can not verify information
Verification information incorrect
Account Research
Unauthorized Caller
47
Q

When there is a recommended or required action, under what tab on the left side of the screen will that be found?

48
Q

In the Users and Preferences screen, what information is shown on the Account Settings tab for all accounts?

A

Account number
Mailing Address
Contact Phone Numbers

49
Q

In the Users and Preferences screen, what clickable options are available on the Account Settings tab?

A

Opt Out of Promotional Mail
Add Secondary Phone Number
Show TN Settings

50
Q

What are the three types of username options?

A

Primary User
Unrestricted Secondary User
Restricted Secondary User

51
Q

Aside from the Comcast e-mail address, what are the digital contact options a customer can add to their account?

A

Non-Comcast Email Address

Mobile Phone Number

52
Q

In the Users and Preferences screen, what are the three tabs across the top of the screen while viewing one specific UID?

A

User Profile
Alerts
Permissions

53
Q

In the Users and Preferences screen, what are the 3 alert types of which you cannot opt out of e-mail?

A

Payment Did Not Process
Security Notice: ‘Bot Malware’
Data Usage Notification

54
Q

What are the four ways you can filter Account History?

A

Keyword
Date
Event Type
Show Automated Notes

55
Q

While filtering Account History, how many Event Types are there?

56
Q

In the History tab Xfinity Coupon, what two View options are available?

A

Coupons

Transactions

57
Q

While viewing the Billing and Payment Summary in Einstein, what are the 5 categories that are listed under the most recent bill date?

A 
Payment Due Date
Past Due
New Charges
Dispute Charges
Recent Payments
58
Q

In the Billing and Payment Summary screen, what four self-service categories are shown at the bottom of the page?

A

Ecobill
My Account Online
My Account App
Self-Service Bill Pay

59
Q

In the Payments screen pop-out, what two tabs are listed at the top?

A

Payment

Ecobill

60
Q

While in the Payment Preferences section of the Billing & Payments screen, what are the two categories listed?

A

Automatic Payment

Stored Payment Methods

61
Q

While using the Bill Comparison tool, what are the 4 expandable selections available?

A

Balance Forward
Regular Monthly Charges
Taxes, surcharges & fees
One-time charges

62
Q

Under the Ledger in Einstein, what are the two view options?

A

Default View

Group by Bill

63
Q

In the Ledger in Einstein, what are the 3 filter options?

A

LOB
Amount
Bill Statement

64
Q

While viewing Outages in Einstein, what are the four filter categories?

A

Status
Type
Product
Priority

65
Q

What are the three tabs listed under Customer Agreements in Einstein?

A

Approvals
Contracts
History

66
Q

How would you view a customer’s VOD and PPV rental purchases?

A

Click on the Bill icon under Account Health, Click View Purchases

67
Q

What are the three steps in the Conversation Summary?

A

Summarize the Conversation
Confirm the best way to reach the customer in the future
Educate the Customer

68
Q

In Conversation Summary, what are the four self service article options you can select?

A

Paying Your Bill
XFINITY + WiFi Username and Password
Don’t Wait on Hold, We’ll Call You
Programming Your Remote

69
Q

What are the 8 TV Toolkit categories in Einstein?

A 
Account
Billing
Equipment
XFINITY TV Go
Provisioning
Information and Support
Other
X1
70
Q

What steps would you follow to view the Customer Owned Purchase History?

A

Click Toolkits
(Toolkits will default to TV)
Click Billing
Click Customer Owned Purchase History

71
Q

What are the 6 Internet Toolkit categories in Einstein?

A 
Account
E-Mail
Provisioning
Other
Equipment
Xfinity Wifi
72
Q

What steps would you follow to view a customer’s internet usage history in Einstein?

A

Click Toolkits
Click Internet
Click Account
Click View Usage History

73
Q

What are the 4 Voice Toolkit categories in Einstein?

A

Account
Provisioning
Information and Support
Equipment

74
Q

What is the one Mobile Toolkit category in Einstein?

A

Information and Support

75
Q

What is the one “Other” Toolkit category in Einstein?

A

Information and Support

76
Q

Aside from the actual links, what action items are available when you click Useful Links?

A

Edit Useful Links
Arrow (pop out in new window)
X (close)
View All Links

77
Q

Into what four categories are the links sorted under View All Links under the Useful Links tab?

A

National Links
Northeast Links
West Links
Central Links

78
Q

In 2018, what is the web-based application CAEs can use to escalate customer issues to back office Technical Support staff real time?

A

Einstein Chat

79
Q

Sends a recap to customers via text, email or both after a billing action,

A

Close The Loop

80
Q

When using the new recap option close the loop, what action does this option work for?

A

Billing Action

81
Q

If you want to resend a recap, what option in Einstein do you click on?

A

Account history

82
Q

With Close the loop option, Which S4x Behavior does this help reinforce?

A

Set Clear Expectations

83
Q

In Filter Account History screen, what is the default date range?

84
Q

Which ITG allows you to activate multiple devices at one time?

A

Video and Remote Activations

85
Q

What are the two types of Einstein Actions?

A

Required or Recommend

86
Q

This E360 enhancement allows continuous scrolling through human-entered notes

A

“Notes Flyout” using Unified Notes Tool

2018 MM (59 decks)

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