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Lil J Bae > Shannon_XM_ITG > Flashcards

Shannon_XM_ITG Flashcards

1
Q

In Which Category would you find the equipment research ITG

A

General ITGs

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2
Q

When a customer is reporting they never received the equipment on their account, what ITG do you use.

A

Equipment research

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3
Q

When the customer is reports issues with an application on an X1 or Flex box, what ITG do you use.

A

Application Issues

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4
Q

When starting an ITG what header should you select to start the process

A

Troubleshooting Tab

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5
Q

What category would you find the No Dial Tone ITG.

A

Voice ITG

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6
Q

What is a reason you might use the No Dial Tone ITG.

A

No dial tone

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7
Q

What is a phone type that Xfinity would not troubleshoot through the No Dial Tone ITG.

A

Mobile Phone

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8
Q

What category would you find the Remote Control Issues ITG.

A

TV ITG

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9
Q

What is a reason you might use the Remote Control Issues ITG.

A

volume key on Xfinity remote.

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10
Q

What remote do we not troubleshoot in the Remote Issues ITG.

A

Roku TV remote

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11
Q

What reason might you use the no Picture ITG.

A

black screen with no picture.

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12
Q

What section would you find the No Picture ITG.

A

TV ITGs

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13
Q

Connectivity Issues and Activations ITG is used for this service

A

Xfinity internet

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14
Q

What reason might you use the Connectivity Issues and Activations ITG?

A

no connection with their Xfinity Internet.

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15
Q

Present a series of questions and troubleshooting steps to isolate the cause of the customers symptoms and attempts to fix it.

A

Appropriate ITG

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16
Q

Action prompted after the Speed to Gateway test fails via ITG

A

schedule a service visit /TC

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17
Q

This ITG has the expanded Tier 1 demarcation. Please use for all customer requested settings updates.

A

Xfinity Wireless Gateway Settings

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18
Q

This ITG is used to troubleshoot being unable to login to Xfinity Sites (My Account, Xfinity Stream Website, and xFi Website). The caller might be calling about “The username and password entered do not match. Please try again.” error message. If the customer is able to login to the site but has an email issue, use the Email Issues ITG.

A

Xfinity Website Issues

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19
Q

This ITG is used to troubleshoot email related issues for a Comcast UID.

A

Email Issues

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20
Q

This ITG is intended to troubleshoot issues related to the customer XFINITY ID related to invites, linking and their username.

A

Identity Management Issues

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21
Q

This ITG is used to reset the customer UID password used for accessing Comcast Email and Apps.

A

Xfinity Username Password Reset

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22
Q

This ITG is used to troubleshoot customer reported issues with mobile and set-top box applications.

A

Application Issues

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23
Q

This ITG is used to activate or sync self installed video devices and remote controls

A

Video and Remote Activations

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24
Q

This ITG is used to troubleshoot customer reported issues with audio problems, closed captioning, and descriptive video service on set-top boxes.

A

General Audio Issues

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25
Q

This ITG is used to troubleshoot customer reported issues with DVR errors on the set-top box and via the MY DVR Manager

A

DVR Issues

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26
Q

This ITG is used to troubleshoot customer reported issues with video equipment.

A

Equipment Issues

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27
Q

This ITG is used to troubleshoot no picture issues with or without an error message

A

No Picture Issue

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28
Q

This ITG is used to troubleshoot customer reports with pictures quality, frozen image, or image reception.

A

Picture Quality

29
Q

What are the three possible resolutions for an ITG.

A

Ticket, Transfer, Truck Roll

30
Q

What are two ways you can look up an order in Einstein360.

A

Job number and Tech number

31
Q

First name, Last Name, Phone number, Street address, Zip code, Account number, Xfinity ID (email or Username) is part of this in Einstein360.

A

Customer lookup

32
Q

Start date, End date, Ticket number, Mac address, Serial number is part of this search in Einstein

A

Advance Search

33
Q

You receive this type of ticket once an ITG is completed

A

CR ticket number.

34
Q

Overview, Account, Billing/Payment, Troubleshooting, Services, Activity are part of this screen in Einstein360

A

Customer

35
Q

Users & Preferences, Account History, Xfinity Rewards are part of this ITG in Einstein360

A

Account

36
Q

Billing, Payment preferences, Ledger is part of this ITG Einstein360

A

billing & payment

37
Q

ITGs, Devices & Diagnostics, Outages are part of this ITG Einstein360

A

Troubleshooting

38
Q

This options Customer agreements, Manage additional Services are under this ITG Einstein360

A

Services

39
Q

Under Activity ITG Einstein360, you have these options.

A

Tickets, Work orders

40
Q

This icon ITG tells you what services are on the customer’s account.

A

Devices

41
Q

Search, Alerts, News, Notification, Favorites, My useful links, My article feedback are located in this Cafe area

A

Drop down

42
Q

Rate Codes, Provisioning, Equipment are consider this in Cafe

A

Categories

43
Q

Account number, Address, Authorized conctact, Phone Number, Mac/serial number are ways to verify with the customer in Cafe

A

Authenticate

44
Q

This ITG should be used to troubleshooting customer’s inquiring about Xfinity Alerts (Usage based billing/data usage, copyright infringement, unauthorized access or changes to the account.

A

Connectivity Issues and Activations

45
Q

XMC

A

Xfinity Mobile Care

46
Q

BYOD

A

Bring Your Own Device

47
Q

This can be added to a mobile account after purchase date?

A

XMC (xfinity Mobile Care)

48
Q

How long does a customer have to add Xfinity Mobile Care to an account after purchase.?

A

30 days

49
Q

CBM

A

Comcast Buinsess Mobile

50
Q

You use this partner with Xfinity to file a moible claim.

A

Pocket Geek

51
Q

Employees receive this discount on Xfinity Mobile.

A

20%

52
Q

Xfinity mobile offers these data plans

A

Unlimited, Unlimited Plus By the Gig

53
Q

XMPP

A

Xfinity Mobile Protection Plan

54
Q

One time setup cost this per line?

A

$25

55
Q

You can do this many installments for Xfinity mobile on handhelds, tablets and wearables

A

24 installments

56
Q

Xfinity mobile has millions of these?

A

Xfinity Wifi Hotspots

57
Q

This can be added to by the gig data mobile customers for $10.00 a month?

A

Calls to and from Mexico and Canada.

58
Q

Unlimited Plus provides this much 5G data and 4G/5G moble hotspot data?

A

50GB and 15GB

59
Q

Unlimited provides this much 5G data?

A

30 GB

60
Q

Xfinity by the gig has this much data?

A

1Gig

61
Q

How much data is used with 20-30 min of HD video or 8 hours of streaming music

A

1GB

62
Q

What apps are available for Xfinity mobile?

A

Xfinity streaming, Xfinity TV remote, Xfinity app, Xfinity Prepaid and Xfinity Home

63
Q

We’re America’s most reliable network with the most WiFI hotspost nationwide

A

Xfinity Mobile

64
Q

This is required to get Xfinity mobile services for new services

A

SSN

65
Q

This option is available for purchase for 24 months for a one time charge when you purchase your new device

A

AppleCare+

66
Q

This can be added to your Xfinity Mobile service to receive unlimited calls and text in 170+ countries around the world.

A

Global Travel Pass

67
Q

Tablet cost this much per month?

A

$20.00

68
Q

What is the data threshold for the Tablet Unlimited?

A

15 GB

69
Q

Smartwatches and Tablets are not charged this fee?

A

Setup fee

Lil J Bae (17 decks)

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