Einstein (IJA 10-16)(EH 10-24) Flashcards
1
Q
How often are ITG enhancements posted?
A
Once a month
2
Q
How are Einstein Required/Recommended actions generated?
A
Customer’s account status, equipment diagnostic, IVR responses
3
Q
What should an agent use to troubleshoot a customer’s issue when the ITGs are not available?
A
Toolkits and Einstein Articles
4
Q
What are the 3 options under the Account Tab in Einstein?
A
Users and Preferences
Account History
Xfinity Coupon
5
Q
What are the 5 options under the Billing and Payments Tab in Einstein?
A
Summary Bills Payments Preferences Ledger
6
Q
What are the 3 options under the Troubleshooting Tab in Einstein?
A
ITGs
Devices and Diagnostics
Outages
7
Q
What are the 2 options under the Services Tab in Einstein?
A
Customer Agreements
Additional Services
8
Q
What are the 2 options under the Activity Tab in Einstein?
A
Tickets
Work orders
9
Q
What 3 action options do you have in an Einstein document?
A
Favorite
Print
Share
10
Q
How are Einstein documents categorized?
A
Region,Topic, Tags
11
Q
What is a device integrity health check?
A
Diagnostics performed by the ITG on current signal levels. Results are color coded.
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
13
Q
What does the article ID CHI indicate?
A
Channel Information
14
Q
What does the article ID CNT indicate?
A
Contact Information
15
Q
What does the article ID DEF indicate?
A
Definitions
16
Q
What does the article ID DG indicate?
A
Device Gallery
17
Q
What does the article ID ERR indicate?
A
Error Codes
18
Q
What does the article ID HOW indicate?
A
How To
19
Q
What does the article ID PRI indicate?
A
Pricing
20
Q
What does the article ID POL indicate?
A
Policy
21
Q
What does the article ID SM indicate?
A
Simulator
22
Q
What does the article ID TLK indicate?
A
Talking Points
23
Q
What does the article ID PRD indicate?
A
Product
24
Q
What does the article ID ALT indicate?
A
Alert
25
What does the article ID CPN indicate?
Campaign
26
What does the article ID EVT indicate?
Event
27
What does the article ID NWS indicate?
News
28
What two options are available at the end of all Einstein documents?
Was this article useful?
| Share your feedback
29
What are the four tabs listed at the bottom of Einstein while in an account?
Toolkits, Favorites, Useful links, knowledge base
30
What is available under the Knowledge base tab in Einstein?
Recently viewed Articles
31
What displays when the bell in the upper right hand corner in Einstein is clicked on?
Notifications (Alerts and News)
32
What are the options are available on the additional services screen?
Verify if the customer subscribes to Netflix, how the customer was enrolled, date of enrollment and date when it will automatically renew
33
What version of Einstein do we currently use?
Version 1808.0.0.2
34
What options appear when you click the down arrow next to the customer's name in Einstein?
The "Window Shade" displays, Customer Information, Account Information, Account Indicators and Related Links
35
What three options are found along the top black banner in Einstein?
Customer Lookup, End Conversation, and Reload Account
36
How do you check a customer's date usage in Einstein?
Click on Toolkits, > Internet tab, > Account, then click on View Usage History.
37
Name the Voice Toolkit options in Einstein?
Account
Provisioning
Information and Support
Equipment
38
How do you schedule a SRO through Einstein?
Click on Toolkits >Other >Information and Support, then Special Request Order
39
In Einstein, what are the options under the Favorites tab on the bottom left of the screen?
Edit Favorites
Arrow (pop out in new window)
X (Close)
40
In Einstein under Customer Lookup on the top left of the screen, what will you find?
Recent Lookups
| Lookup Customer
41
Before an account is populated in Einstein, what are the lookup criteria options?
```
First Name
Last Name
Phone Number
Street Address
Apt. Suite, Building
Zip Code
Account Number
Email or Username
```
42
Before an account is populated in Einstein, what are the lookup criteria options under Advanced Search?
Previous Account dates
Ticket Number
MAC Address
Serial Number
43
Before an account is populated in Einstein, what are the two actions you can take (located at the bottom of the screen)
Lookup Account
| Clear Fields
44
When an account populates in Einstein before authentication, what are the five possible options to authenticate?
Last 4 digits of Social Security Number
Last 4 digits of Stored Payment Method
Account Number
Send Code via SMS or Email
45
When you are looking at the Authentication screen in Einstein, what two possible actions can you take (located at the bottom of the screen)
Verify Customer
| Continue as Unverified
46
While authenticating an account in Einstein, what are your reason for continuing as unverified options when you click "Continue as Unverified"
```
Customer Refused
Customer can not verify information
Verification information incorrect
Account Research
Unauthorized Caller
```
47
When there is a recommended or required action, under what tab on the left side of the screen will that be found?
This Call
48
In the Users and Preferences screen, what information is shown on the Account Settings tab for all accounts?
Account number
Mailing Address
Contact Phone Numbers
49
In the Users and Preferences screen, what clickable options are available on the Account Settings tab?
Opt Out of Promotional Mail
Add Secondary Phone Number
Show TN Settings
50
What are the three types of username options?
Primary User
Unrestricted Secondary User
Restricted Secondary User
51
Aside from the Comcast e-mail address, what are the digital contact options a customer can add to their account?
Non-Comcast Email Address
| Mobile Phone Number
52
In the Users and Preferences screen, what are the three tabs across the top of the screen while viewing one specific UID?
User Profile
Alerts
Permissions
53
In the Users and Preferences screen, what are the 3 alert types of which you cannot opt out of e-mail?
Payment Did Not Process
Security Notice: 'Bot Malware'
Data Usage Notification
54
What are the four ways you can filter Account History?
Keyword
Date
Event Type
Show Automated Notes
55
While filtering Account History, how many Event Types are there?
32
56
In the History tab Xfinity Coupon, what two View options are available?
Coupons
| Transactions
57
While viewing the Billing and Payment Summary in Einstein, what are the 5 categories that are listed under the most recent bill date?
```
Payment Due Date
Past Due
New Charges
Dispute Charges
Recent Payments
```
58
In the Billing and Payment Summary screen, what four self-service categories are shown at the bottom of the page?
Ecobill
My Account Online
My Account App
Self-Service Bill Pay
59
In the Payments screen pop-out, what two tabs are listed at the top?
Payment
| Ecobill
60
While in the Payment Preferences section of the Billing & Payments screen, what are the two categories listed?
Automatic Payment
| Stored Payment Methods
61
While using the Bill Comparison tool, what are the 4 expandable selections available?
Balance Forward
Regular Monthly Charges
Taxes, surcharges & fees
One-time charges
62
Under the Ledger in Einstein, what are the two view options?
Default View
| Group by Bill
63
In the Ledger in Einstein, what are the 3 filter options?
LOB
Amount
Bill Statement
64
While viewing Outages in Einstein, what are the four filter categories?
Status
Type
Product
Priority
65
What are the three tabs listed under Customer Agreements in Einstein?
Approvals
Contracts
History
66
How would you view a customer's VOD and PPV rental purchases?
Click on the Bill icon under Account Health, Click View Purchases
67
What are the three steps in the Conversation Summary?
Summarize the Conversation
Confirm the best way to reach the customer in the future
Educate the Customer
68
In Conversation Summary, what are the four self service article options you can select?
Paying Your Bill
XFINITY + WiFi Username and Password
Don't Wait on Hold, We'll Call You
Programming Your Remote
69
What are the 8 TV Toolkit categories in Einstein?
```
Account
Billing
Equipment
XFINITY TV Go
Provisioning
Information and Support
Other
X1
```
70
What steps would you follow to view the Customer Owned Purchase History?
Click Toolkits
(Toolkits will default to TV)
Click Billing
Click Customer Owned Purchase History
71
What are the 6 Internet Toolkit categories in Einstein?
```
Account
E-Mail
Provisioning
Other
Equipment
Xfinity Wifi
```
72
What steps would you follow to view a customer's internet usage history in Einstein?
Click Toolkits
Click Internet
Click Account
Click View Usage History
73
What are the 4 Voice Toolkit categories in Einstein?
Account
Provisioning
Information and Support
Equipment
74
What is the one Mobile Toolkit category in Einstein?
Information and Support
75
What is the one "Other" Toolkit category in Einstein?
Information and Support
76
Aside from the actual links, what action items are available when you click Useful Links?
Edit Useful Links
Arrow (pop out in new window)
X (close)
View All Links
77
Into what four categories are the links sorted under View All Links under the Useful Links tab?
National Links
Northeast Links
West Links
Central Links
78
In 2018, what is the web-based application CAEs can use to escalate customer issues to back office Technical Support staff real time?
Einstein Chat
79
Sends a recap to customers via text, email or both after a billing action,
Close The Loop
80
When using the new recap option close the loop, what action does this option work for?
Billing Action
81
If you want to resend a recap, what option in Einstein do you click on?
Account history
82
With Close the loop option, Which S4x Behavior does this help reinforce?
Set Clear Expectations
83
In Filter Account History screen, what is the default date range?
30 Days
84
Which ITG allows you to activate multiple devices at one time?
Video and Remote Activations
85
What are the two types of Einstein Actions?
Required or Recommend
86
This E360 enhancement allows continuous scrolling through human-entered notes
"Notes Flyout" using Unified Notes Tool
