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Lil J Bae > Sniperitg12.30 > Flashcards

Sniperitg12.30 Flashcards

1
Q

The section within Browse ITGs where you will find the Equipment Research ITG.

A

General

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2
Q

The section under General where you will find the Equipment Research ITG.

A

Billing

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3
Q

This ITG is used when a customer is reporting damage, loss, or theft of equipment.

A

Equipment Research

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4
Q

This ITG is used when Xfinity Customers are disputing equipment charges.

A

Equipment Research

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5
Q

CSG

A

Cable Service Group

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6
Q

ITG

A

Interactive Troubleshooting Guide

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7
Q

The Equipment Research ITG will show the equipment assigned to the customers account from this billing system.

A

CSG

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8
Q

If equipment still shows as active while using the Equipment Research ITG, you will have to access this billing system to remove the charge before continuing.

A

CSG

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9
Q

Use this ITG when the customer is reporting issues with X1 or Flex apps.

A

Application Issues

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10
Q

Use this ITG when the customer reports problems with Comcast provided mobile apps.

A

Application Issues

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11
Q

The drop down menu options within Browse ITGs where you will find the XFINITY Apps section.

A

Internet, TV, and Voice

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12
Q

The section where you will find the Application Issues ITG.

A

XFINITY Apps

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13
Q

The Home Health Results color indicating that a device failed its integrity check while in an ITG.

A

Red

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14
Q

The Home Health Results color indicating that the test couldn’t retrieve the service information from the selected device while in an ITG.

A

Grey

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15
Q

The Home Health Results color indicating that a device has passed its integrity check while in an ITG.

A

Green

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16
Q

This is process (also called the automated text message confirmation) is a way for Xfinity to attempt to self heal an issue the customer is experiencing.

A

Silk

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17
Q

When starting an ITG this header should be selected to start the process from E360.

A

Troubleshooting or Troubleshooting Tab

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18
Q

The drop down menu option where you will find the Dial Tone Issues section.

A

Voice

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19
Q

Use this ITG when a customer reports having no dial tone from their phone.

A

No Dial Tone and Activations

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20
Q

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

A

Mobile Phone

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21
Q

The drop down menu option where you would find the Remote Control Issues ITG.

A

TV

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22
Q

Use this ITG when a customer reports having problems using their Xfinity TV remote.

A

Remote Control Issues

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23
Q

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

A

Roku TV remote

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24
Q

Use this ITG when the customers says they don’t see any images on their TV screen.

A

No Picture Issues

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25
Q

The drop down menu option where you will find the No Picture section.

A

TV

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26
Q

Connectivity Issues and Activations ITG is used for this service.

A

Xfinity Internet

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27
Q

Use this ITG when the customer reports slow speeds, intermittent internet, or no connectivity.

A

Connectivity Issues and Activations

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28
Q

Use this ITG when the customer reports issues when activating a modem or xFi Pods.

A

Connectivity Issues and Activations

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29
Q

When helping a customer in E360, this must be followed to accurately diagnose and resolve the symptom based on the customer’s response.

A

Appropriate ITG

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30
Q

Action prompted after the Speed to Gateway test fails via ITG

A

schedule a service visit /TC

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31
Q

This ITG has the expanded Tier 1 demarcation and should be used for all customers requesting settings updates.

A

Xfinity Wireless Gateway Settings

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32
Q

This ITG is used when customers report problem with Xfinity specific sites like My Account, Xfinity Stream, and xFi.

A

Xfinity Website Issues

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33
Q

This ITG is used when a customer reports “The username and password entered do not match. Please try again.” when trying to access the My Account website.

A

Xfinity Website Issues

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34
Q

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

A

Email Issues

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35
Q

This ITG is intended to troubleshoot problems related to the customer XFINITY ID.

A

Xfinity Identity Management Issues

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36
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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37
Q

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

A

Application Issues

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38
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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39
Q

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

A

General Audio Issues

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40
Q

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

A

DVR Issues

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41
Q

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

A

Equipment Issues

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42
Q

This ITG is used to troubleshoot blank screen with or without an error message

A

No Picture Issue

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43
Q

This ITG is used to troubleshoot customer reports of frozen images or poor image reception.

A

Picture Quality Issues

44
Q

What are the three possible resolutions for an ITG.

A

Ticket, Transfer, Truck Roll

45
Q

What are two ways you can Job Lookup an order in Einstein360.

A

Job Number and Tech Number

46
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

47
Q

Start date, End date, Ticket number, Mac address, Serial number is part of this search in Einstein 360.

A

Advance Search

48
Q

You receive this type of ticket once an ITG is completed.

A

CR ticket number.

49
Q

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

50
Q

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

51
Q

Rate Codes, Provisioning, Equipment are consider this in Cafe

A

Categories

52
Q

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

A

Authenticate

53
Q

Where in Cafe do you take notes.

A

Caller notes

54
Q

What line of business is used in Cafe

A

Commercial

55
Q

What is the type of jobs we do create in Cafe

56
Q

Step-by-step instructions for employees and customers.

57
Q

Provides the features, benefits, availability, eligibility and description of a Comcast product or service.

58
Q

Time sensitive customer-impacting information.

59
Q

Click Show > Expired Only to research expired offers.

60
Q

information for specific tasks and/or departments. These are often reviewed for accuracy

A

Contact Information

61
Q

Details on a device including images, wiring diagrams, user guides and quick reference data sheets.

A

Device Gallery

62
Q

Specific error codes for CSG, Xfinity On Demand, apps, etc. with the cause of the error and its solution

A

Error Codes

63
Q

Includes information for PPV events with details, pricing, channel information and ordering info. Also includes information for some Xfinity On Demand events and special sporting events.

64
Q

Business updates and customer- impacting changes.

A

News or NWS

65
Q

Information including price change, install fees, non-standard install fees, unreturned equipment charges and taxes.

A

Pricing or PRI

66
Q

Provides the features, benefits, availability, eligibility and description of a Comcast product or service.

A

Product or PRD

67
Q

Explains the business reason or course of action that has been adopted by the company.

A

Policy or POL

68
Q

Offers a click-by-click walkthrough of equipment or software.

A

Simulator or SM

69
Q

Includes a summary of questions and important topics to help you when communicating with customers.

A

Talking Points

70
Q

Also known as Useful Links, these are the most commonly used links by agents to help customers.

A

Tools or LNK

71
Q

This ITG is used to troubleshoot abuse issues, including things like Comcast Alert Notices, Firewall Alerts, Harassment, and Receiving Virus Infected Emails.

A

General Security Issues

72
Q

This ITG is for situations where a subscriber notices that something is different about their account that they didn’t do.

A

Unauthorized User Change

73
Q

This ITG is used for PrePaid Representatives only. This ITG covers Refill/Activations for Internet and Video

A

PrePaid Services

74
Q

This ITG is used to troubleshoot Managed WiFi properties and not used for traditional residential Internet accounts.

A

Managed Wifi Connectivity Issues

75
Q

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

A

Xfinity Alerts Notice

76
Q

ITG for troubleshooting customer problems with Xfinity Hotspots.

A

XFINITY Wifi Hotspots Issues

77
Q

This ITG is to be used to resend the customers Security PIN in reference to CPNI. Also to troubleshoot issues with Personally Identifiable Information (PII), such as a missing security PIN on a customer’s account.

A

CPNI/PII Issues

78
Q

This ITG is used to troubleshoot issues with PII such as a missing security PIN.

A

CPNI/PII Issues

79
Q

PII

A

Personal Identifiable Information

80
Q

This ITG is used to schedule an SRO for low-hanging drop requests or storm mode drop issues

A

Drop Issues

81
Q

This ITG handles specality care escalations.

A

Speciality Care Escalations

82
Q

This ITG is used for Email for Life customers to reset the UID password.

A

Email for Life Password Recovery

83
Q

Troubleshoots customer reported issues with features (Xfinity Coupon, Over the Top content).

A

Cross Product Feature

84
Q

This ITG helps fix problems with the address book. To fix the problem first check if the customer’s browser works with the Demarcation Policy. Then delete the cookies and cache and reset the browser to its default settings.

A

Address Book Issues

85
Q

This ITG is used to troubleshoot Call Log Address Book Builder Issues, including: Duplicate Contacts, Unable to Access Address Book Builder, Unable to Import Contacts, and Unable to Remove Contacts from Recommendation List.

A

Call Log Address Book Builder Issues

86
Q

This ITG is used to troubleshoot Easy Change issues. Troubleshooting steps include: Can the customer access Easy Change portal (www.comcast.net/easychange), Is the browser supported by the Demarcation Policy, and Has the customer’s issue already been reported on the Outage Board

A

Easy Change Issues

87
Q

The purpose of this ITG is to troubleshoot login issues for customers using a media login to a Comcast/Xfinity site, including those who are: seeing an incorrect feed, unable to post updates, unable to sign in, and unable to view their feed.

A

Social Media Issues

88
Q

This ITG is used to troubleshoot all closed captioning issues that a customer may experience on XFINITY TV Go website, XFINITY TV wesbsite and TV Everywhere (Online Partners) websites.

A

3rd PartyOnline Closed Captioning

89
Q

Troubleshoots online TV issues with non-XFINITY websites and apps, such as channel, authentication and Parental Controls.

A

Network Websites and 3rd party apps

90
Q

Situations where a subscriber notices that an unauthorized change was made on their account.

A

Unauthorized User Changes

91
Q

Resolves reports of call quality issues such as dropped calls, echo, static, robotized and volume issues.

A

Call Quality

92
Q

Troubleshoots issues with Inbound ID, Outbound ID, and ID to TV. This includes issues such as anonymous calls, incomplete data, incorrect name displays, blocked displays, locality displays and names not appearing or incorrect.

93
Q

This ITG Troubleshoots issues with customer-placed calls such as dead air, call going directly to voicemail or dialed number not being in service

A

Cannot Make Calls

94
Q

Addresses customer concerns with XFINITY Voice features such as call waiting, three-way calling and selective call rejection.

A

Voice Feature Issues

95
Q

Time sensitive customer-impacting information.

A

Alerts or ALT

96
Q

This soultion type provides information such as channel drops, moves, adds, network details and service tier changes.

A

Channel Information or CHI

97
Q

This soultion type provides information including images, wiring diagrams, user guides and quick reference data sheets.

A

Device gallery or DG

98
Q

Provides specific codes for CSG, Xfinity On Demand, apps, etc. with the cause of the error and its solution.

A

Error Codes or ERR

99
Q

Includes information for PPV events with details, pricing, channel information and ordering info.

100
Q

Step-by-step instructions for employees and customers.

101
Q

Offers common questions and answers

A

Questions and Answer or Q&A

102
Q

Einstein360 makes it easy to take notes thoughout a customer insteraction

A

Unified Notes

103
Q

The default view for account history is this

104
Q

What type of actions does the next best action provide

A

recommanded actions

105
Q

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

Lil J Bae (71 decks)

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