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Jeopardy 2015 Care > Einstein - Navigation and ITG's (updated 10/16/15) > Flashcards

Einstein - Navigation and ITG's (updated 10/16/15) Flashcards

1
Q

What is the current version of Einstein?

A

Version: 1508.2.0.125

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2
Q

The blue account indicator indicates what?

A

Indicator is informational

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3
Q

In Account info, what does the red indicator mean?

A

Account is pending a disconnect or disconnected (can be voluntary disco or non-pay disco)

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4
Q

The yellow account indicator indicates what?

A

A warning or alert about the account

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5
Q

What are 5 of the 9 genres you can filter by in the Channel Lineup?

A

Music, Sports, Local, News & Info, Children & Family, Movies, Lifestyle, Help & Services and Multicultural

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6
Q

After loading an account, users with access to Einstein Service can see this in the center panel?

A

Interactive Troubleshooting Guides (ITG’s)

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7
Q

Name 5 of the 10 options you can enter into Einstein to access a customer’s account?

A

Phone #, Account #, CR Ticket Number, First Name, Last Name, Postal Address, Zip, Mac Address, DNS Lookup, Email Address/Username, or previous accounts through dates.

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8
Q

Which link do you use to see if there has been at least one Trouble Call scheduled on the account within the last 30 days?

A

Recent TC Link

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9
Q

In Einstein, what is the first search box under find customer?

A

Phone Number

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10
Q

If a Customer Calls In demanding to be put on the do not call/ do not mail list, where would you go in Einstein to do this?

A

My Useful Links > DNC/DNM Tool

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11
Q

What section indicates whether or not the customer is part of a reported outage?

A

Network Health section

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12
Q

Where can you see if any Open Work Orders are on an Xfinity Customer Account in Einstein?

A

Account Health > Open Work Orders

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13
Q

What does a yellow circle indicate in the email Indicator?

A

The email is missing.

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14
Q

Where would you go in Einstein to troubleshoot a customer having issues ordering a PPV?

A

TV > PPV Issues > Unable to Order PPV

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15
Q

In what way does Einstein implement Social Media-Like Information Sharing?

A

Through news feeds and alerts that are specific to the employee, their role, and their location. (Introduction to Einstein Service - WBT)

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16
Q

Name 3 specifications of a set-top box that you can find in Einstein?

A

1) Set Top Box Name
2) Set-top Make
3) Set-top Model
4) Set Top Type
5) STB Serial Number
6) STB MAC Address

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17
Q

What is the path you would take to provide a detailed record of the payment history?

A

Account Health > Account Info > View Billing Details

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18
Q

When using the Recommend a Change option in Einstein, how long before an Einstein Team member will respond?

A

Within two business days. (Document ID HOW4306)

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19
Q

What color and shape is the indicator when Ecobill or auto-pay is enabled?

A

A green circle

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20
Q

This section provides key billing information about the customer’s account?

A

Account Info

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21
Q

When searching for an article using the center panel search bar, the ITG’s do what?

A

They stay hidden and search results will display instead.

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22
Q

In the Open Tickets section of Account Health, name 3 of the 4 pieces of information provided about an open trouble ticket on a customer’s account?

A

1) Ticket number
2) Reason (problem code)
3) Date and time ticket was opened
4) Whether or not a truck roll has been scheduled

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23
Q

What path would you use to find the specs for a particular make and model of a cable box, Modem, or eMTA?

A

My Useful Links > Device Library

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24
Q

This section indicates the conditions impacting service delivery to a customer’s home such as a set-top box, modem and eMTA health, XFINITY On Demand and Pay Per View health, network health and more?

A

Diagnostics Section

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25
Q

What path do you use to locate the PPV/VOD limit, usage, remaining credit, as well as recent purchases?

A

Diagnostics > TV > VOD/PPV

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26
Q

How far back can you view a Customer’s Previous bills in Einstein?

A

12 months

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27
Q

Name the Four Areas located on the main screen of Einstein.

A

1) Top Menu Bar 2) Left Menu Bar 3) Right Menu Bar 4) Center Panel (Introduction to Einstein Service - WBT)

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28
Q

What path do you use to find the Primary UID of a Xfinity customer in Einstein?

A

Diagnostics > Internet > Email

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29
Q

What path in Einstein can you find pictures and wiring diagrams of the Customer’s devices?

A

Diagnostics>TV>Select Device>Select Device Image

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30
Q

Where can you find a customer’s additional phone numbers, the Node, Franchise Area, rate Center in Einstein?

A

The “Pull Down” tab located in the center of the Top Menu

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31
Q

What is the Einstein ITG for troubleshooting a Closed Captioning TV issue for a customer?

A

TV > Audio Issues > Closed Captioning Issues

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32
Q

Name 6 of the 34 National Links under Useful Links?

A 
.com Voice Local Calling Area
ACEA - Automated Customer Equipment Adds
Agreement Portal
BAM
Billing Prorate Calculator
Casper Channel Lineup (Legacy)
Certified Modem List
Comcast Employee Courtesy Services
Competitive Edge
CTNA
Customer Device Database - Including EOL Devices
Device Library
DNC/DNM Tool
Einstein Channel Lineup
EROne (Escalation Resolution)
Go 2 Broadband
LCAT - Local Calling Area Tool
Legacy Agreement Portal (Prior to 11/1/12)
Move Equipment Tool
Movers Edge
Movers Transfer
Outage Board
Pinnacle
Remote Control Codes
Service Center Lookup
SIK Lookup
Speed Test
TeamComcast
Verify a Rate Center
Verizon OnePOS
Voice International Rates
Wireless Gateway Help and Support
XFINITY WiFi Hotspot Map
Zip Code Lookup
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33
Q

What are the Einstein ITG’s for troubleshooting a customer not being able to send emails?

A

Internet > Email Issues > Cannot Send Emails

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34
Q

How do you add to favorites in Einstein menu?

A

Pull up Einstein Doc, Click “Add To favorites” located In the Right Menu bar.

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35
Q

The Google-like interface for word search and auto-complete capabilities in Einstein is referred to as what?

A

Smart Search (Introduction to Einstein Service - WBT)

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36
Q

Where is the Email indicator located?

A

The top panel.

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37
Q

Where can you view a customer’s previous bills in Einstein?

A

Account health > Account Info Tab > View Billing details

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38
Q

What panel in Einstein includes Network Health, Account health, and Diagnostics Section?

A

Left Menu Bar

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39
Q

In Account info, what does the green indicator mean?

A

Account is current

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40
Q

Where in Einstein can you create a new UID for the customer?

A

Top Menu Bar > More Actions > Users & Preferences Tab.

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41
Q

The VOD/PPV indicator tracks what?

A

Pay Per View (PPV) credit limits, inhibited status and XFINITY On Demand Errors.

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42
Q

How do you turn on helpful tips on the Einstein?

A

Click the circle with the question mark.

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43
Q

In what format can you view the customer’s billing details?

A

PDF

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44
Q

What would a Red Indicator next to the “Sik Eligible” Tab in Einstein Indicate?

A

Shows conditions at the home ‘Are Poor’ For SIK success

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45
Q

What Is The Recommended (but Not Required) Limit for Self-Install devices according to Einstein?

A

3 (Document ID POL1729)

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46
Q

Provides a detailed record of any trouble tickets submitted on behalf of the customer?

A

Ticket History

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47
Q

Where in Einstein can you identify what type of equipment is listed on a customer’s account?

A

Left menu bar, Under diagnostics.

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48
Q

In the Channel Lineup screen, you can filter channels by what?

A

Filter by package, filter by keyword, filter by channel type and filter by channel genre

49
Q

Name the Three types of documents you can email to customers using Einstein.

A

1) Channel Lineups 2) Service Centers, 3) Help Documents (Introduction to Einstein Service - WBT)

50
Q

Provides name and NT login details of all agents who have accessed the account over the past 30 days?

A

Top Menu > Account History > View History > CAE Lookup

51
Q

Provides a detailed record of customer-driven events?

A

Account History > Customer History

52
Q

In the Channel Lineup, what do the blue dots indicate?

A

The customer subscribes to the channel.

53
Q

Name Three of the Indicator types in the Top Menu Bar of Einstein?

A

1) Contract 2) Comcast Email 3) Missing Alt 4) Xfinity Insider 5) Seasonal

54
Q

What Option in Einstein would you use to email a self help article to a customer through Einstein?

A

The “Send to a Customer” option

55
Q

What are the Einstein ITG’s for troubleshooting a “Weak or No Signal” message in Einstein?

A

TV > No Picture Error Message > Weak Or No Signal Message

56
Q

How would you email a channel lineup in Einstein?

A

Channel Lineup > Send To Customer

57
Q

What are the three Integrated Systems that make up Einstein?

A

1) Billing 2) Ticket 3) Troubleshooting (Introduction to Einstein Service - WBT)

58
Q

How would you find in Einstein the latest On Demand releases that Xfinity customers may rent through their set top boxes?

A

Type “On Demand” in the search and select the “XFINITY On Demand Monthly Overview” doc

59
Q

Name 3 of the specs you can find after looking up a customer in Einstein?

A

1) Health of Internet, Voice, Video.
2) Info about customer owned or leased equipment,
3) VOD PPV Limit,
4) Recent Video Purchases.

60
Q

What does a Red Indicator under Home Integrity in Einstein indicate?

A

Performance is Outside of Acceptable Specifications.

61
Q

Where in Einstein would you go to help a customer set up their wireless gateway?

A

My Useful Links > Wireless Gateway Help and Support

62
Q

What can you find out using account indicators in Einstein?

A

Help identify missing email information and recent trouble call activity.

63
Q

Allows users to take both Credit Card and Electronic Funds Transfer (EFT) payments from within Einstein without the need to swivel to the biller?

A

Payment Widget

64
Q

Where would you look in Einstein to find a make and model of a modem to determine what speeds the device supports?

A

Device Library, Under the Useful Links Tab.

65
Q

Can a Care Agent send any article in Einstein to a customer?

A

No. Currently, only How To documents (prefix HOW) can be sent to a customer

66
Q

How do you close a ticket entered for a customer in Einstein?

A

By Completing ITG’s.

67
Q

Where In Einstein would you find rates for International Calls?

A

My Useful Links > Voice International Rates

68
Q

Which link opens a pop up window with customer-specific information related to Contact History, Ticket History, Customer History and CAE Lookup information?

A

Account History

69
Q

What are 3 of the 4 areas of information located in the Account Health Tab?

A

1) Account Info
2) Open Tickets
3) Open Work Orders
4) Sik Eligible

70
Q

What does a Yellow Indicator under Home Integrity in Einstein indicate?

A

Performance Is Outside of Ideal specifications

71
Q

What are the Filters for the note date range for Account History in Einstein?

A

1 - 90 Days

72
Q

What is the link you use to see if a customer has called in to the Repair queue two or more times in the last 30 days?

A

Repeat Call Link

73
Q

This link evaluates the scores that were returned for the Integrity values on each of the devices in the customer’s home and, based on those scores, determines if the account is eligible for any type of SIK

A

SIK Eligible Link

74
Q

What would a Grey Indicator next to the “Sik Eligible” Tab in Einstein Indicate?

A

Shows Conditions At The Home ‘Cannot be Determined’ For SIK Success.

75
Q

Where can you Find Competitive Edge in Einstein?

A

Under the “More Actions” tab in the Top Menu Bar.

76
Q

If the indicator is gray in the SIK Eligible Link, that indicates what?

A

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

77
Q

Where do you go in Einstein to troubleshoot a XOD ERR code?

A

TV > Xfinity On Demand (XOD) Issues > XOD ERR Errors

78
Q

What information can you access under the “Diagnostics” indicator in Einstein?

A

Home Integrity

79
Q

What 3 ways can you look up an ITG?

A

Red diagnostics or outages may recommend an ITG, type in the symptom the customer is experiencing in the search bar or view the list of ITGs by LOB and select the appropriate one

80
Q

In the Channel Information screen, name 3 of the 4 types of information that is displayed.

A 
The channel and/or network name
All packages the channel is included in
The current program airing on the channel
A description of the program
Information of when the program airs.
81
Q

How do you find The Agreement Portal in Einstein?

A

Under the “My Useful Links” Tab.

82
Q

The link used to clear your previous search?

A

Home Link

83
Q

What are the ITG’s in Einstein for troubleshooting a “No sound” Video issue?

A

TV > Audio Issues > No Audio

84
Q

What color & icon indicates that the customer is part of a reported outage?

A

Red square

85
Q

What are three ways you can find what you are looking for using Einstein Smart search?

A

1) Keyword 2) Document ID 3) Common Problems (Introduction to Einstein Service - WBT)

86
Q

What is the path that a Care Agent can access Competitive Edge in Einstein?

A

Top Menu Bar > More Actions > Competitive Edge

87
Q

What is the path in Einstein where you would look up the status of a SIK shipment?

A

My Useful Links > SIK Lookup

88
Q

Where do you find information regarding the Health of a Customer’s account?

A

Account Health

89
Q

What color and shape is the indicator when Ecobill or auto-pay is disabled?

A

A yellow inverted triangle

90
Q

What color is the indicator when the customer has a pending disconnection order that is reason-coded as “voluntary?”

A

Red (P Disconnect Link)

91
Q

Where can you find details of a Customers Set top box in Einstein?

A

Diagnostics > TV

92
Q

Step By Step guides that support the agent to help resolve customer supported issues are referred to as what?

A

Interactive Troubleshooting Guides (Introduction to Einstein Service - WBT)

93
Q

Provides a summary of emails sent to the customer, including auto-generated emails, my account email subscriptions, and emails by agents sent to Einstein?

A

Email History

94
Q

How do you access a non-subscriber’s channel lineup?

A

Click My Useful Links>More Useful Links>National Links>Einstein Channel Lineup

95
Q

How long are alerts available to view in Einstein?

A

7 days

96
Q

In What section Of Einstein would you be able to find both Speed Test, Agreement Portal and the Billing Prorate Calculator?

A

My Useful Links

97
Q

In the Open Work Orders sections, agents are able to see what information?

A

All open work orders on a customer’s account. The work order type (Install, Change of Service, Disconnect, SRO, Trouble Call) Scheduled Date & Time Tech ETA when available.

98
Q

On the right hand side of the MAIN PAGE, what is the last drop down menu?

A

New & Updated Documents.

99
Q

Name 3 things found under the Account Info screen?

A 
Status Indicator
Auto Pay Indicator
Ecobill Indicator
Previous balance
Inhibited
Past due amount
Payment information (Current statement balance, amount of recent payments, amount of any pending payments, applicable credits)
Balance due
Unbilled charges
100
Q

What are the 3 ways to Find The Correct ITG?

A

1) Recommended 2) Select 3) Searching

101
Q

What does the orange indicator mean next to the Repeat Call link?

A

Customer has called in to the Repair queue two or more times in the last 30 days.

102
Q

What are 4 of the easy Ways You can Access a customer’s account in Einstein?

A

1) Phone Number 2) Account Number 3) Ticket number 4) First and Last Name 5) Email Username 6) Mac address of Account Equipment (Introduction to Einstein Service - WBT)

103
Q

If the indicator is green in the SIK Eligible Link, that indicates what?

A

The account is eligible for a SIK order.

104
Q

In the View Billing Details link, how many previous statements can you pull up?

A

12

105
Q

Where would you go to get detailed information about a specific cable box or modem in Einstein?

A

Device Library

106
Q

What panel in Einstein includes Basic Account Information, Service Centers, Current Channel Lineup, and Email on file Indicator?

A

Top Menu Bar

107
Q

Name 4 helpful tools you can find on the Right Menu Bar of Einstein

A

1) Alerts
2) News
3)Favorites
4) Useful Links
5) Recently Viewed documents
6) New And Updated Documents
7) Toolkits
(Introduction to Einstein Service - WBT)

108
Q

How long are News Feeds available in Einstein

A

21 days

109
Q

When a customer is in an outage, what link is pressed for available information about the outage, along with an estimated time of repair if available?

A

View details link in outage screen

110
Q

In Account info, what does the yellow indicator mean?

A

Account is soft disconnected

111
Q

What does a red triangle on Einstein mean?

A

Alert

112
Q

Where can you reset a customer’s email password in Einstein?

A

Toolkits > Internet > Account > Manage User > Reset Password

113
Q

How can you view previous emails sent to the customer?

A

Use the Account History tab at the top of the Einstein screen and select the Email History tab

114
Q

How do you return to the ITG list after searching for an article?

A

Click on the Home link above Search banner.

115
Q

What is the URL to access Einstein?

A

einstein.cable.comcast.com

116
Q

How many fields are in the main page, to help you search information on a customer?

A

11 fields

117
Q

What are the 5 options under the Account History > View History tab in Einstein?

A

1) Contact History 2) Ticket history 3) Customer History 4) CAE Lookup 5) Email History

118
Q

After loading a account, users with access to Einstein Service see this last feature on the right hand panel?

A

Toolkits

119
Q

In the main page, what is the last field available to search a customer’s information?

A

DNS Lookup

Jeopardy 2015 Care (40 decks)

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