FREQsTmelne Flashcards
This is a tool that works to collect, clean, and distribute customer data in the form of an event.
Timeline
In Timeline this is a view of who the customer is, including past event history and customer actions.
Profile
This term is used to describe a snapshot of customer activity within Timeline.
Event
This tool within Timeline allows you to set up lists of customer to watch, set notifications for certain events that occur on their account, and share those lists with team mates.
Watchlist
A watchlist within Timeline can be setup to be one of these 2 views.
Public and Private
A watchlist within Timeline can be setup with up to this many different types of events.
10
Two of the three types of profiles found in Timeline.
Xfinity Users, Billing Accounts, and Devices
A event is always marked with these two things.
Date and Time
The 4 levels of accounts in collections.
Low, Medium, High, and Never Pay
An account that’s been turned over to an outside collections agency (OCA) is known as this type of account.
Charged Off
how long must a credit agency wait before reporting to the credit bureaus
60 days
This swimlane category has network events.
Network and Operations
This swimlane category has internal and self-service troubleshooting, feedback, and repair events.
Customer Support
This swimlane category has events about customer interactions with our services and products.
Products and Apps
This swimlane category has direct sales and print/digital marketing events.
Marketing
This swimlane category has events on account update/notifications, Xfinity Rewards, payments, adjustments, and purchases.
Account and Sales
The 4 shortcut options when selecting the amount of time to be viewed.
90, 30, 15, and 1 days
The icon within Timeline that indicates an outage event occured.
Red Triangle with Exclamation Mark
The icon within Timeline that indicates a tech appointment.
Brown Truck/Van
The icon within Timeline that indicates a premise health test.
Brown Tools (Wrench and Screwdriver)
The color of the icons within Account Notification events.
Grey
The color of the icons within Payments and Adjustment events.
Dark Green
The color of the icons within Purchase events.
Light Green
The color of the icons within Internal Troubleshooting events.
Dark Orange (Rust)
The color of the icons within Self-Service Troubleshooting events.
Light Orange
The color of the icons within Support Interaction events.
Dark Blue
The color of the icons within Repairs and Install events.
Brown
The color of the icons within Nework Issue events.
Red
This allows you to view all customer interactions with our products, services and support channels on a single page that’s easy to navigate.
Timeline
The two different viewing options on Timeline.
Event List and Swim Lanes
The name of the horizontal rows of events on Timeline are called.
Swim Lanes
With timeline you can search for a customer by using these 5 search criteria.
Name, Address, Email, Phone Number, and Account Number
With timeline you can understand the entire customer story through hundreds of these.
Events
This tab within Timeline allows you to focus on specific events by removing others from view.
Filter Events
This section displays a description of all events stored within the Timeline, including the type of event, description, source of information and availability.
Timeline Legend
This section within Timeline shows all Biller, Agent and Tech Notes that feed into the Unified Notes system.
Communications
This button brings up the Communications section within Timeline.
Notes (Page/Paper Icon)
To strengthen overall security for Timeline, this rule was implemented.
30 Day Inactivity
If you haven’t accessed Timeline in this many days or more, your account will be considered inactive and access will be removed.
31
In Timeline you can search for a customer from the home screen or from this location.
Global Search Bar
You can view for Watchlists in Timeline by searching for this.
Watchlist Name
You can access Timeline in Einstein360 through this tab.
Account History
Within the communcication section of timeline, the phone icon lets you do these 3 items if not grayed out.
Voice call, Video call and NPS callback
Voice call, Video call and NPS callback is also known as this.
Timeline talk
