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Lil J Bae > SniperE360.12.10 > Flashcards

SniperE360.12.10 Flashcards

1
Q

This feature in Einstein 360 makes it easy to take notes throughout a customer interaction.

A

Unified Notes

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2
Q

This is the default amount of days viewed for account history in Einstein360.

A

30 days

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3
Q

This section of the Left Panel in Einstein360 suggests actions for the agent to take during the call.

A

Recommended Actions

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4
Q

Einstein 360 has this built-in feature that help customers protect their accounts from potential fraud

A

Security

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5
Q

What is the address for Einstein 360

A

einstein360.cable.comcast.com

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6
Q

Xfinity will send this to the customer containing the details of the customers order

A

Digital Confirmation

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7
Q

This banner notice populates if a customer has a complaint about an unauthorized charge

A

Payment

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8
Q

Job Number, Technician number and Region is part of this in Einstein 360

A

Job Lookup

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9
Q

First/last name, Phone number Street address, Zip, Account number and Xfinity ID (email or Username) is this in Einstein 360

A

Lookup

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10
Q

Start date, End Date, Ticket number, Mac Address and Serial Number is this in Einstein 360

A

Advance Search

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11
Q

The Bell Icon on Einstein 360 provides these 2 items.

A

Alerts and News

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12
Q

Einstein view can be customized in these 2 ways.

A

Classic and Dark

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13
Q

Einstein allows you to Opening new windows these ways

A

Pop-out or New Tab

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14
Q

This gives you 2 options to open an article in E360

A

In-application or multiple pop out

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15
Q

This system is an all-in-one knowledge tool that is used throughout your daily role with Comcast.

A

Einstein 360

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16
Q

This criteria can be entered to find the specific account your technician is working on.

A

Job Number

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17
Q

This criteria can be entered to see all jobs associated with a specific technician.

A

Tech number or Technician number or Tech ID

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18
Q

This drop down option can be used to narrow down duplicate technician or job numbers to a specific area.

A

Region

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19
Q

Once you have entered a tech number, job number and region, you will be taken to this page.

A

Confirmation Screen

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20
Q

Once you have Confirmed the Job or Continued without Job, you’ll be directed to this screen

A

Card View

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21
Q

Open, Cancelled and Completed are known as these in reference to jobs in E360.

A

Status

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22
Q

On the Work Order page in E360, you have access to these six fields

A

Job number, Job Type, Job Status, Tech Name, Tech ID and Additional Job Details

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23
Q

Job information will include these 7 items

A

Job Description, JOb ID, Tech number, Job Class, Job status, Scheduled date and completion date.

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24
Q

Line of business discount, Quantity and Rate code description is known as this in E360

A

Added Services

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25
Q

This within E360 has been updated to provide a single click link to the outage details page

A

Outage notification Banner

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26
Q

The Outage Details page now provides these additional 2 items normally found in the National Watchtower tool.

A

Outage ID and Outage Ticket ID

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27
Q

Each National Watchtower Outage Event will appear as separate line item and include these 5 items

A

Event ID, Event Type, Problem Code, Ticket Number (JB) and impacted Customers.

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28
Q

Any pending Refer to Maintenance tickets and/or CR tickets that are associated with the account in Einstein will display in this area.

A

Activity

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29
Q

Name 5 out of the 11 event list for CommOps

A

Tech inbound call, Account Activation, Appointment, Biller note, ERone Ticket, CT ticket, Network Issues, Notes, Outages, GSK order and Speed test.

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30
Q

On the Account History Page, you now have a direct link to see all Tech Inbound Call activity with this many clicks

A

1

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31
Q

Tech Inbound call events record various actions performed by a CommOps agent during the session. Name 3 out of the six events

A

Disposition saved, notes captured, Complated Recomended actions, Tickets Created, Work order (scheduled,rescheduled, cancelled) and ITG executed.

32
Q

This process is when you introduce the caller to the next agent, tell the agent the reason for the call, and what steps you and the caller have already taken.

A

Warm Transfer

33
Q

The number of drop down options for Feedback Type.

34
Q

When providing feedback, how many emails can you send at once?

35
Q

My Disposition Log shows activity from up to this amount of time

36
Q

My Disposition Log can be accessed by clicking on this in the type right hand corner of E360

37
Q

In about Einstein, what information is listed on this screen.

A

Version, User Name, Role and Call Center.

38
Q

E360 has 6 main Tabs. What are they

A

Overview, Account, Billing & Payment, Troubleshooting, Services, and Activity

39
Q

displays secondary users and account preferences.

A

Users & Preferences

40
Q

Filter for specific events or date ranges and link to the Customer Timeline.

A

Account History

41
Q

rewards or coupons can be applied to the account using

A

Xfinity Rewards.

42
Q

offer a summary or an at-a-glance view of the customers billing information. It will also include a link to view the current bill in PDF format and will provide recent payments, charges and credits, and current amount due

43
Q

allows processing of customer payments

44
Q

used to set customers’ billing preferences auto pay, credit card information etc.

A

Payment Preferences

45
Q

provides a view of customers’ credits and debits by billing cycle

46
Q

allow you to assist a customer in resolving an issue

47
Q

lets you view the customer’s specific devices and their current status based on their LOB and subscriptions.

A

Devices & Diagnostics

48
Q

For historical outage information you are able to filter by planned and unplanned status, LOB, and priority.

49
Q

This tab provides details on the customer’s commitments (i.e., type of service, time left in the commitment, and past commitments

A

Services Tab

50
Q

displays the current plan (including services and equipment).

A

Manage Services

51
Q

This tab shows active and historical tickets and work orders. Tickets and work orders can also be edited and canceled here.

A

activity tab

52
Q

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

53
Q

The 3 general sections that comprise the Einstein360 home screen.

A

Header, Left Panel, and Overview Page

54
Q

Account Badges are located in this section of the Einstein360 home screen.

55
Q

These flags appear in Einstein360 and help display a quick identifier about the customer.

A

Account Badges

56
Q

These are opened by clicking on the appropriate icon for each LOB that are on the account Header in Einstein360.

57
Q

The 6 drawers seen on the account Header in Einstein360.

A

Internet, Voice, TV, Home, Mobile, and Bill

58
Q

The Left Panel of Einstein360 contains these 3 primary pieces of information.

A

Unified Notes, Actions, and Devices

59
Q

As actions are performed on an account in Einstein360, they will be marked complete and moved to this section.

A

Conversation Summary

60
Q

This tab in Einstein360 shows an at-a-glance view of the customer’s account.

61
Q

Billing, Payment Preferences, Ledger is part of this tab in Einstein360.

A

Billing & Payments

62
Q

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

63
Q

ITGs, Devices & Diagnostics, Outages are part of this tab in Einstein360.

A

Troubleshooting

64
Q

Customer Agreements, Manage Additional Services, and Broadband Labels are under this tab in Einstein360.

65
Q

Tickets and Work Orders are under this tab in Einstein360.

66
Q

This account badge in Einstein360 shows up when the customer has the OTOZX rate code.

A

Accessibility

67
Q

One of the 3 account badges in Einstein360 that shows up when the customer has the OT1AI rate code.

A

Active Military, Veteran Military, or Military

68
Q

CSA

A

Customer Security Assurance

69
Q

This account badge in Einstein360 shows up when the customer has gig speed internet.

70
Q

This account badge in Einstein360 shows up for team members within Comcast.

71
Q

This account badge in Einstein360 shows up for customer within their first 30 days of service.

72
Q

The New account badge in Einstein360 shows up for customer within this many days after beginning service.

73
Q

The Priority account badge in Einstein360 shows up for customer within this many days after beginning service.

74
Q

This account badge in Einstein360 shows up for high-profile customers.

75
Q

This account badge in Einstein360 shows up for customers that have a XiOne set top box.

A

Xumo from Xfinity (formerly Flex)

76
Q

This account badge in Einstein360 shows up for customers that are apart of our rewards program.

A

Xfinity Rewards

Lil J Bae (71 decks)

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