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Lil J Bae > Snipercare12.10 > Flashcards

Snipercare12.10 Flashcards

1
Q

What is the text message response time required to schedule a technician during the automated text message confirmation or soak process when not resolved.

A

24 hours

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2
Q

Make it Effortless, Be Warm/Friendly, Show Appreciation are important when assisting a customer.

A

Behaviors

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3
Q

Maximum data throughput of the XB6 Gateway.

A

1 Gbps

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4
Q

Minimum speed percentage during a Speed to Gateway test before Gateway restart and upgrade options are presented.

A

0.9

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5
Q

Number of tests that should be captured in each room when using WiFi Visualizer.

A

3

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6
Q

The two ineligible Comcast Gateway models for Speed to Gateway testing.

A

Arris AX5001 and Cisco DPC3939

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7
Q

This tool allows you to multitask between screens in Einstein.

A

Toggle Window

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8
Q

Customers requestion a sooner appointment should be offered.

A

Automated appointment waitlist. (AAW)

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9
Q

These are sent to the customer if a mobile number has been provided.

A

Appointment reminders

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10
Q

Customers can manage the appointment using.

A

Xfinity app or xfinity.com

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11
Q

This can take up to 48 hours to appear on the customer’s account.

A

One time charge

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12
Q

Gets current signal levels from devices.

A

Device integrity health check

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13
Q

This service provides customers who value the flexibility to customize their own channel lineup with Genre Packs

A

Choice TV

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14
Q

What is the maximum of Genre packs that can be added to Choice TV.

A

2

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15
Q

How much cloud DVR storage is included with ChoiceTV and Choice TV select.

A

20 Hours

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16
Q

What 3 types of programs can Choice TV select customers view.

A

Live tv, on demand, DVR

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17
Q

Choice TV and A la Carte Premium are examples these.

A

Add-ons

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18
Q

A la Carte Premium Kids & Family, entertainment, Sports & News and Latino are for this service

A

Choice TV

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19
Q

Premium channels, Kids & Family, Entertainment, Sports & News, Latino packs are these.

A

Genre

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20
Q

Choice TV select customers cannot access this type of program.

A

PPV

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21
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

Alerts Notice

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22
Q

What are the steps to troubleshooting within Einstein 360.

A

Start an ITG, Follow the ITG Steps, Resolve & Summarize

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23
Q

What provides agents with recommended actions to pitch service upgrades to customers.

A

Next Best Action (NBX)

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24
Q

LINC

A

Listen, Inquire, Narrow, Confirm

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25
Q

This provides over the top subscription service for combat sports.

A

Fite

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26
Q

Model of the second generation X1 Voice Remote

A

XR15

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27
Q

This oversized remote delivers improved readability of the remote keys

A

Xfinity Large Button Remote or Xfinity Big EZ Remote

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28
Q

Model of the first X1 Voice Remote

A

XR11

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29
Q

Mode of an X1 Voice Remote when voice commands are not working, and the light blinks red

A

Infrared or IR

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30
Q

An early X1 Remote that worked with all X1 TV Boxes

A

Xfinity XR2 or XR5 Remote

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31
Q

DVR-like control Half the size of an Xi3, 25 min buffer with only HDMI

A

XID

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32
Q

This box is neat with one cord to see, Could even be primary if the home’s all IP

A

Xi5 or Xi6 or XiOne (Xumo Stream Box)

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33
Q

Limited Basic/expanded with HDMI, works with the XR2

A

HD TV Adapter

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34
Q

The company we partner with to return equipment with no fee, for moves or changes of services.

A

United Parcel Service/UPS

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35
Q

Displays customer interactions with our products, services, and support channels using colorful icons

A

Timeline

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36
Q

Priority, Employee, and Soft Disconnect are examples of these

A

Customer or Account Badges

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37
Q

Default amount of days displayed within Account History

A

30

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38
Q

Two contact methods that can be used to send an invitation to create a user account

A

phone number (for SMS) and email

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39
Q

Feature that summarizes the actions an Agent has taken in Einstein360

A

Recap (Exiting an Account) or Conversation Summary

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40
Q

Displays the audio portion of a video program as text on a customer’s TV screen

A

Closed Captioning

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41
Q

Pressing this button twice will turn on Voice Guidance for Xfinity Flex

A

B

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42
Q

SAP

A

Secondary Audio Programming (SAP)

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43
Q

Feature that allows users to adjust text size of the on-screen guide

A

Enhanced Text Readability

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44
Q

Feature that gives people with physical disabilities the ability to navigate their television using only their eyes

A

Xfinity X1 eye control remote

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45
Q

Button on the X1 Voice Remote that displays the Mini Guide

A

RIGHT arrow

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46
Q

The NBCUniversal company that allows customers to purchase movie tickets through X1

A

Fandango

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47
Q

Button that allows customers to skip ahead one day

A

Fast Forward

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48
Q

Feature that automatically plays programs after fast forwarding through commercial breaks on DVR recordings

A

Smart Resume

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49
Q

Use this single button to delete a program or a folder of programs when navigating the X1 Recordings list

A

D

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50
Q

Maximum amount of time a customer has to accept their desired timeslot from Appointment Waitlist

A

30 min

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51
Q

Text this to 266278 to receive all available features

52
Q

Automated 24/7 virtual, personalized, and guided help

A

Xfinity Assistant

53
Q

Amount of time agents should wait for a customer to receive a text or email before offering a verbal confirmation for approval

A

30 seconds

54
Q

Two preferred language options customers can select

A

English and Spanish

55
Q

Customers press this number into their phone to approve their order through the IVR

56
Q

Einstein360 status indicating the Customer Approval link has been sent and received, but not accessed

57
Q

This feature of the approval process offers an easy method for customers to enroll in Autopay

A

Enhanced Stored Payment Methods

58
Q

Customize conversation listening for cues and tailor your response to the customer’s experience

A

Listen Actively and Respond Appropriately

59
Q

Ask thoughtful, relevant questions, collaborating with the customer to thoroughly define the opportunity/issue, and identify the best solution

A

Discover Needs

60
Q

Do everything within your power to resolve the issue, instilling confidence and trust with the customer

61
Q

Keep customer accurately informed throughout interaction using transparent communication ensuring next steps are understood

A

Set Clear Expectations

62
Q

Promote Xfinity brand, products and services by demonstrating expertise so the customer can feel your excitement and enthusiasm

A

Be an Ambassador

63
Q

The number of statements available in Future Billing Statements

64
Q

Icon for paperless billing

65
Q

Link in the Ledger used to credit monthly recurring charges from one date to another date

A

Credit by Range

66
Q

Security feature that allows customers to provide sensitive information by using the dial pad on their touch-tone phone

67
Q

Einstein 360 shows you all credits and debits on a customer account for the past 24 months of billing history

68
Q

Option in authentication where agents are unable to authenticate the caller

A

Continue as Unverified

69
Q

Account badge indicating a customer is within their first 90 days of service

70
Q

Tool under the Useful Links tab where channel availability can be determined for non-Xfinity subscribers

A

Einstein Channel Lineup

71
Q

Provides the scheduled technician’s name, picture, and technician state

72
Q

Maximum estimated time of the technician’s arrival when Tech ETA displays EnRoute

73
Q

Current job status: AS.

74
Q

Current job status: CN.

75
Q

Current job status: CP.

76
Q

Current job status: IS.

A

In Service

77
Q

Current job status: PD.

78
Q

Current job status: ND.

79
Q

Unified platform for submitting cases, making it easier to track case statuses, see a customer’s entire case history, review metrics and more

A

Enterprise Case Management or ECM

80
Q

This attempt is used when the customer has only provided their name and address.

A

Verification Code in text or email.

81
Q

How long until the verification expires?

82
Q

How many emojis should be used during a single message

83
Q

This tool is used to provide credit within a range

A

Credit Range

84
Q

You need this approval if the credit is over the limit.

A

Supervisor

85
Q

This group handles our social platfoms for customer that are on the go or at home.

A

Digital Care Team

86
Q

View customer interactions with our products, services and support channels in a single page

A

Customer Timeline

87
Q

An Xfinity Prepaid Wireless Gateway with 30 days of service included

A

Xfinity Prepaid Kit

88
Q

Prepaid services are not available at these customer locations.

89
Q

If a customer would like to upgrade Prepaid Services to standard Xfinity services, they must do this.

A

Credit screening.

90
Q

What 2 options do prepaid internet customers have to refill their service.

A

Pay-by-month or pay-by-week

91
Q

What is the price for 30 days of prepaid internet refills.

92
Q

What is the price for 7 days of prepaid internet refills.

93
Q

What is the speed of prepaid internet.

A

200 mbps down / 10 mbps up

94
Q

What is the customer service number for Xfinity Prepaid services.

A

855-75-PREPAID

95
Q

What website do customer go to sign up for prepaid services.

A

xfinityprepaid.com

96
Q

Prepaid services does not offer this type of installation.

A

Professional

97
Q

Prepaid internet customers are not eligible to access these.

A

Wifi Hotspots

98
Q

Using a wireless 4K streaming TV Box, you can watch Netflix, Prime Video, Hulu, thousands of free movies, shows and more without switching apps or inputs.

99
Q

How much is first streaming box for Xumo customers.

100
Q

What’s the maximum amount of Xumo boxes

101
Q

Once time activation fee when you activate Xumo.

102
Q

How much is an additional streaming box for Xumo customers.

103
Q

You are eligible for Xumo if you have:

A

Xfinity internet

104
Q

All free movies, all free tv, all free music, all free live tv are available for these customer.

105
Q

Here users can find curated collections of noteworthy content available on Xumo.

A

Home screen

106
Q

This section offers users free, curated content, live streaming channels, newly released titles, music, and current information about weather and their home.

A

Free to Me

107
Q

This section offers users over 100 free internet streaming channels from apps like Pluto TV and Xumo, as well as daily sporting events from ESPN3.

108
Q

What device is provided for Xumo.

A

Xi5, Xi6 or Xione

109
Q

These TVs are availble at select locations for Xumo TV

A

Hisense, Element, and Xumo TV

110
Q

This remote is available for Xumo customers.

A

XR100, XR15, XR16

111
Q

This section offers users new movie releases, as well as recently added content on Netflix, Amazon Prime Video, HBO, and more.

A

New this Week

112
Q

This app allows you to listen to music from your favorite artist’s

A

IHeartRadio

113
Q

This section offers users free services like YouTube and Pluto TV, as well as subscription services like Netflix and HBO.

A

Apps, Networks & More

114
Q

You can stream hundreds of hit movies, full seasons of iconic and bingeworthy TV shows on this streaming platform.

115
Q

You can stream hundreds of movies and shows without any ads

A

Peacock Premium Plus

116
Q

Peacock students pay $1.99 for this many months

117
Q

What is the price to access Peacock Premium as an Xfinity Flex or X1 customer per month.

118
Q

Cost of Comcast Premium Plus per month.

119
Q

These sites, peacocktv.com or apps and subscriptions you can upgrade to this ad free service.

A

Peacock Premium Plus.

120
Q

What message displays when seeing confirmation that you’ve got access to Peacock Premium.

A

Thanks for joining the flock!

121
Q

In order to download in the Peacock app, you need this service

A

premium plus

122
Q

The process for researching disputes, removing equipment and applying adjustments and reduce escalated billing and research costs

A

FCR or First Call Resoulution

123
Q

What is the link address for ECM.

A

ecm.Comcast.com/ecm

124
Q

What tab do you click on to view your completed ECM tickets

125
Q

In seconds how long do you have to accept an ECM Chat

126
Q

How many ECM Chat windows can you have open at one time.

Lil J Bae (71 decks)

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