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Jeopardy 2015 Care > Einstein Navigation and ITG's 2 (updated 10/21/15) > Flashcards

Einstein Navigation and ITG's 2 (updated 10/21/15) Flashcards

1
Q

What are the 3 links above the customers information on the top panel in Einstein?

A

Recent Customers, Next Customer, New Window.

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2
Q

What are the 3 links under your name on the top panel in Einstein?

A

Preferences, Recommendations, and About Einstein.

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3
Q

What is the icon to the right of your name on the top panel in Einstein?

A

Question Mark icon.

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4
Q

The Question mark icon will serve what two purposes once clicked?

A

1) A page overlay will appear displaying text boxes next to predetermined links and icons providing detail about page functionality.
2) A link will appear at the top of the screen which opens an index of all Einstein user-based How To articles.

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5
Q

The Question mark icon does what?

A

is helpful in quickly locating Einstein user-based help.

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6
Q

Name 4 of the 8 ways you can search or find a customer in Einstein?

A

1) Phone Number
2) First/Last Name
3) Account #
4) CR Ticket #
5) Postal Address/Zip
6) Email Address/Username
7) Previous Accounts/Date Range
8) Mac Address

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7
Q

With this tool, agents have the ability to view Customer Service Center locations and inventory before referring a customer to a location or locating The UPS Store* to return equipment.

A

BAM! tool

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8
Q

Addresses are updated how often in the BAM! tool?

A

3 times per day

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9
Q

Inventory levels are refreshed how often in the BAM! tool?

A

every 20-30 minutes

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10
Q

What two ways can you send information to a customer in the BAM! tool?

A

by email address or cell phone #

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11
Q

When emailing service center information to a customer from the BAM! tool, what information does the email include?

A

1) Customer Service Center information
2) Driving directions
3) Link to map of Customer Service Center location
4) High level inventory: equipment type and count (if applicable)
5) Activation/install support (if applicable)

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12
Q

This is the link opens a pop-up window with customer-specific information related to Contact History, Ticket History, Customer History, CAE Lookup and Email History information.

A

Account History

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13
Q

The tab in Account History that provides a detailed record of the account activity.

A

Contact History

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14
Q

The tab in Account History that provides a detailed record of any trouble tickets submitted on behalf of the customer.

A

Ticket History

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15
Q

The tab in Account History that provides a detailed record of customer-driven events.

A

Customer History

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16
Q

The tab in Account History that provides name and NT login details of all agents who have accessed the account over the past 90 days.

A

CAE Lookup

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17
Q

The tab in Account History that provides a summary of emails sent to the customer.

A

Email History

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18
Q

Email History provides a summary of which 3 types of emails sent to the customer?

A

1) Auto-generated Emails
2) My Account Email Subscriptions
3) Emails by Agents Sent from Einstein

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19
Q

CAE Lookup provides the name and NT login of all agents who accessed the account over which length of time?

A

the past 90 days.

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20
Q

This is the link opens a pop-up window when you want to add a note?

A

Add Comment

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21
Q

This is the link opens a pop-up window when you want to locate the nearest Customer Service Center or The UPS Store* to return equipment?

A

Service Centers

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22
Q

What are the 5 links to the right of the customers address in the top panel?

A

1) Account History
2) Add Comment
3) Service Centers
4) Channel Lineup
5) More Actions

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23
Q

What is the path you would take to access to channel lineup for a non-customer?

A

My Useful Links > More Useful Links > in National Links section > Einstein Channel Lineup

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24
Q

If the channel lineup is not available for a specific account/address/zip code, you will be presented with a list of channel lineups to choose from based on what?

A

the headends in that area

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25
Q

The channel lineup for the customer’s area will be displayed with the following columns?

A

SD, HD, Channel, Lowest Package, Subscribed.

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26
Q

What are the 4 ways you can Filter/Search the Channel Lineup?

A

1) Filter by package
2) Filter/Search by keyword
3) Filter by channel type
4) Filter by channel genre

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27
Q

What are the 3 ways you can Filter by channel type?

A

1) HDTV 2) On Demand 3) Pay Per View

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28
Q

What are 4 of 9 ways you can Filter by Genre?

A

1) Music
2) Sports
3) Local
4) News & Info
5) Children & Family
6) Movies
7) Lifestyle
8) Help & Services
9) Multicultural

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29
Q

Is it possible to filter by genre using more than one of these options at the same time?

A

Yes.

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30
Q

The gray silhouette with the envelope icon indicates what?

A

represents the ability to email an article to a customer.

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31
Q

What are the 2 links when you click on the More Actions link?

A

1) Competitive Edge

2) Users & Preferences

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32
Q

When you get the pop-up that says, Do you want to enable CTI session on this page, what does it mean?

A

If you are an agent that takes inbound calls from customers, click Yes to activate CTI account/screen pop functionality. If you do not take inbound calls from customers, click No.
Einstein Document ID HOW4298

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33
Q

What path would you take, If you wanted to send a test email to a customer?

A

click More Actions link > Users & Preferences > click on a Xfinity User ID > Send Test Email link

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34
Q

What is the maximum amount of days you can retrieve for a Note Date range from the Contact History under the Account History link?

A

90 days.

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35
Q

What are the 6 different amounts of days you can retrieve from the Note Date range from the Contact History under the Account History link?

A

1 day, 5 days, 7 days, 30 days, 60 days, 90 days.

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36
Q

What are the 6 different amounts of days you can retrieve from the Date Range from CAE History under the Account History link?

A

1 day, 5 days, 7 days, 30 days, 60 days, 90 days.

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37
Q

What are the two options you can change in the Preferences link?

A

Theme and Font Size

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38
Q

Name 4 of the 7 Status views of your submitted Recommendations?

A

1) View All
2) New
3) Closed
4) Reject Not Enough Info
5) Reject Duplicate
6) Reject Unsuitable
7) Reject Other

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39
Q

What is the current version of Einstein?

A

Version 1510.2.0.63

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40
Q

What does the green account indicator mean?

A

indicates important positive information about the account

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41
Q

What does the yellow account indicator mean?

A

indicates a warning or alert about the account

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42
Q

What does the red account indicator mean?

A

Indicates an issue with the account

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43
Q

What does the blue account indicator mean?

A

indicates it is informational

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44
Q

What color and icon is the XFINITY TV indicator?

A

Orange TV

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45
Q

What color and icon is the XFINITY Internet indicator?

A

Green Mouse

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46
Q

What color and icon is the XFINITY Voice indicator?

A

Blue Phone

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47
Q

What color and icon is the XFINITY Home indicator?

A

Yellow House

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48
Q

What color and icon is the Metro Ethernet (Business Class) indicator?

A

Red M e

49
Q

What color and icon is the PRI/Trunking (Business Class) indicator?

A

Red Elephant

50
Q

What color indicator is used for Comcast Email?

A

Green circle

51
Q

What color indicator is used for an active/pending Special Request Order (SRO)?

A

Orange circle

52
Q

What color indicator is used for a Non-Pay disconnect: Soft?

A

Red circle

53
Q

What color indicator is used for a Seasonal Suspend?

A

Blue circle

54
Q

What color indicator is used for if the account has order an Self Installation Kit?

A

Blue circle

55
Q

What color indicator is used for if the account has a open Abuse ticket on the account?

A

Red circle

56
Q

What color indicator is used for if there is a trouble call on the account?

A

Orange circle

57
Q

What color indicator is used for a preferred XFINITY Insider customer?

A

Green circle

58
Q

What color indicator is used for a customer that has call in to the repair que two or more times in the past 30 days as a Repeat Caller?

A

Orange circle

59
Q

What color indicator is used if the customer has a Commitment status available on the account?

A

Green circle

60
Q

What color indicator is used if the customer has a Missing Alternate Email Address on the account?

A

Orange circle

61
Q

Name 3 of the 6 things after clicking on the more info tab on the top banner of the landing page?

A

1) Additional phone numbers listed in the billing system
2) The last four digits of the Social Security Number
3) The current time in the customer’s local time zone
4) The Franchise Area for the address
5) The Rate Center for the address
6) Node information

62
Q

If there is a trouble call scheduled in the top panel of Einstein, what 3 options are provided if you click on the down arrow next to the trouble call ink?

A

Reschedule, Cancel, and View Details.

63
Q

What are the 3 main options on the left panel of Einstein?

A

Network Health, Account Health, and Diagnostics.

64
Q

Under Network Health, what color and icon indicates no outage reported in the customer’s area.

A

Green circle.

65
Q

Under Network Health, what color and icon indicates that the customer is part of a reported outage

A

Red square.

66
Q

If customer is in an outage, what two links are available at the bottom?

A

View Details and Send Notification.

67
Q

What are the 4 options under Account Health?

A

Account Info, Open Tickets, Open Work Orders, and SIK Eligible.

68
Q

The account indicator is what color if the account is current under Account info?

A

Green

69
Q

The account indicator is what color if the account is soft disconnected under Account info?

A

Yellow

70
Q

The account indicator is what color if the account is pending a disconnect or disconnected under Account info?

A

Red

71
Q

A red icon indicator can also indicate that the customer’s set-top box is inhibited. What does inhibited mean?

A

when the customer is over its Pay Per View and XFINITY On Demand credit limit.

72
Q

If the account has either Ecobill or auto-pay enabled, what color and icon is displayed?

A

Green circle

73
Q

If the account has either Ecobill or auto-pay disabled, what color and icon is displayed?

A

Yellow inverted triangle

74
Q

What link allows you to access images of the customer’s last 12 statements in PDF format?

A

View Billing Details

75
Q

What link allows you to process and research customer payments?

A

Take a Payment

76
Q

What link allows you to email the customer information on enrolling in Ecobill?

A

Ecobill

77
Q

What link allows you to enroll the customer in automatic payments or update the customer’s automatic payment information?

A

Autopay

78
Q

The Open Tickets section of the Account Health section provides what information about any open trouble tickets (CR tickets) on the customer’s account?

A

1) CR Ticket #
2) Source
3) Problem type
4) Date the ticket was opened
5) Time the ticket was opened
6) Whether or not a truck roll has been scheduled

79
Q

The Open Tickets section of Account Health section provides what information about any EROne tickets on the customer’s account that are not yet resolved?

A

1) EROne Ticket #
2) Source
3) Problem type
4) Date the ticket was opened
5) Time the ticket was opened

80
Q

This link accesses more information about the ticket.

A

View Details

81
Q

The following information displays in The Open Work Orders section of the Account Health section?

A

1) Work order type (Install, Change of Service, Disconnect, SRO, Trouble Call)
2) Scheduled date
3) Scheduled time
4) Tech ETA (when available)

82
Q

The View Details link for an Open Work Order provides this information?

A

1) Call Ahead Number (when available)
2) Job Comments
3) Job Status
4) For trouble calls and SROs only, the option to reschedule or cancel the appointment is also available.

83
Q

Einstein allows agents to determine if a customer’s home is eligible to receive an SIK shipment, or if they should recommend that the customer schedule a professional installation for their new devices. What is this called?

A

SIK Eligible or The Self Installation Kit (SIK) Eligibility Indicator

84
Q

If the SIK Eligibility indicator is GREEN, what does this mean?

A

the customer’s existing devices are in good health, and you should proceed with the SIK order.

85
Q

If the SIK Eligibility indicator is RED, what does this mean?

A

the customer’s existing devices are in poor health. This may cause an unsuccessful SIK installation, and a professional installation is strongly recommended.

86
Q

If the SIK Eligibility indicator is GRAY, what does this mean?

A

that indicates that the information was not returned, but the account is still eligible for a SIK.

87
Q

For users with a troubleshooting profile, which section displays an overall Home Integrity for the customer?

A

DIAGNOSTICS

88
Q

The DIAGNOSTICS section will show a CSA Alerts notification in red status attached to the customer’s account. What does this mean?

A

There is an alert that must be escalated to the Customer Security Assurance (CSA) team.

89
Q

Under the Diagnostics section, the Home Integrity indicator will display as red. What does this mean?

A

Fail

90
Q

Under the Diagnostics section, the Home Integrity indicator will display as green. What does this mean?

A

Pass

91
Q

Under the Diagnostics section, the Home Integrity indicator will display as gray. What does this mean?

A

Status cannot be determined.

92
Q

Which icon do you click on to view additional device details on the account in the DIAGNOSTICS section?

A

Gray square with Arrow pointing outwards of the top right corner of the square.

93
Q

Which icon do you click on to refresh the Diagnostics listing with the most up to date information?

A

An arrow in a circle shape pointing to the right.

94
Q

This section tracks Pay Per View credit limits, inhibited status and XFINITY On Demand errors.

A

XOD/PPV

95
Q

A red square indicator in the XOD/PPV section means what?

A

1) Error messages above 40.

2) Billing related restriction - customer over their account credit limit or box is inhibited.

96
Q

A green circle indicator in the XOD/PPV section means what?

A

1) Service/equipment is functioning within acceptable limits; there are no diagnosed problems.
2) No billing issues - room under customer’s account credit limit.

97
Q

A yellow inverted triangle indicator in the XOD/PPV section means what?

A

1) error messages between 1-40.

98
Q

A gray circle indicator in the XOD/PPV section means what?

A

the alert is just informational, or that Einstein does not have enough information to determine the health of the service.

99
Q

This link under XOD/PPV provides easy access to the XFINITY On Demand toolkit?

A

Recent Purchases

100
Q

The following information displays in the XOD/PPV section of the Diagnostics section?

A

1) XOD/PPV Limit
2) Current Usage
3) Remaining

101
Q

Name 4 of the 7 links on the right panel of Einstein?

A

1) Alerts
2) News
3) Favorites
4) My Useful Links
5) Recently Viewed
6) New & Updated Documents
7) Toolkits

102
Q

These are all examples of what in Einstein?

1) High-impact network or tool outages
2) System failure affecting core processes
3) Product/service launch/promotion or termination
4) Other customer-impacting call drivers

A

Alerts

103
Q

What feeds consist of upcoming or future non-critical events, including these in Einstein?

1) A change in the regional channel lineup coming in the next few months
2) A new product launching next quarter
3) A decision to phase out a device by the end of the year
4) National Frontline Daily
5) Regional Marketing Frontline Weekly
6) What’s New communications

A

News

104
Q

Alerts are intended for immediate attention and are available for up to how many days?

A

Seven days.

105
Q

When using the Recommend a Change option,

an Einstein Team member will respond within how many days?

A

within two business days.

106
Q

What is the icon used to refresh news and alerts?

A

a half circle with an arrow pointing to the right.

107
Q

What is the color and icon used for alerts?

A

a red triangle with a white exclamation point in the middle of it.

108
Q

What is the icon used for news?

A

a blue piece of paper

109
Q

What is the icon used for favorites?

A

a heart

110
Q

What is the icon used for my useful links?

A

a square with an arrow coming out of it and pointing to the right

111
Q

What is the icon used for recently viewed?

A

a clock

112
Q

What is the icon used for news and updated documents?

A

a piece of paper and a pencil.

113
Q

What is the icon used for toolkits?

A

a wrench crossed with a screwdriver

114
Q

You can customize the My Useful Links section via the Edit Useful Links option. Choose anywhere from one to how many links to display?

A

50 links

115
Q

Name 6 of the 36 National Links located under Useful links?

A

1) .com Voice Local Calling Area
2) ACEA Tool - Automated Customer Equipment Adds
3) Agreement Portal
4) BAM
5) Billing Prorate Calculator
6) Casper Channel Lineup (Legacy)
7) Certified Modem List
8) Comcast Employee Courtesy Services
9) Competitive Edge
10) CTNA
11) Customer Device Database - Including EOL Devices
12) Device Library
13) DNC/DNM Tool
14) Einstein Channel Lineup
15) EROne (Escalation Resolution)
16) Go 2 Broadband
17) HD Enhanced Xchange Tool
18) LCAT - Local Calling Area Tool
19) Legacy Agreement Portal (Prior to 11/1/12)
20) Move Equipment Tool
21) Movers Edge
22) Movers Transfer
23) Outage Board
24) Pinnacle
25) Remote Control Codes
26) Service Center Lookup
27) SIK Lookup
28) Speed Test
29) TeamComcast
30) Verify a Rate Center
31) Verizon OMNI
32) Verizon SecurePIN
33) Voice International Rates
34) Wireless Gateway Help and Support
35) XFINITY WiFi Hotspot Map
36) Zip Code Lookup

116
Q

Name 5 of the 17 Central Division links under Useful links?

A

1) Address Lookup
2) Bulk CoE Tool
3) Check Digit Calculator
4) Collections Management System (CMS)
5) Competitive Learning Center - Central
6) CSG Initials
7) EIDverifier (Heartland)
8) Email Fulfillment (Chicago)
9) ESP/Empower Schedule Viewer
10) Heartland Rate Cards
11) iChat (Billing and Repair Agents Only)
12) Sales & Incentive Sites (Chicago)
13) Seasonal Suspend Web Form (Florida)
14) SpeedPay
15) Standardized Notes (Central)
16) T-Care Trending Log (Chicago)
17) Tech Information

117
Q

The Recently Viewed functionality allows you to view a list of the last __ articles which you have accessed in Einstein?

A

last 10 articles

118
Q

What are the five options under Toolkits on the right panel of Einstein?

A

1) Find box
2) XFINITY Internet
3) XFINITY Voice
4) XFINITY TV
5) X1

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