TRACE Process Flashcards
Name the job types TRACE is for
Trouble calls, change of services, installs
what does TRACE stand for?
Tech Reference And Customer Experience
What is the objective of TRACE?
to provide our CommTechs and Supervisors a step by step workflow while completing a job at a customer’s home
4 Reasons to use TRACE
- Standardized method to complete all required tasks in a customer’s home
- Maximizes Tech efficiency and effectiveness
- Ensures that all proper steps have been taken to reduce work
- Makes sure that our customer’s home and network is up to Comcast standards.
Why should a Home Integrity Check be initiated upon arrival at a service call?
to identify any red flags inside the customer’s home network
In what step of Customer Experience would a technician obtain all the tools and equipment necessary to complete the job?
1) Preparing for Customer Visit
In what step of the Customer Experience would the Technician introduce his/her self, verify the customer by name and address, and discuss the purpose of job?
2) Initial Customer Interaction
If the customer has Xfinity Home alarm, what should the Technician ask the customer to do until all work is done?
Put it in test mode.
In what step of the Customer Experience should you have the customer show you each location that currently has service and verify that all equipment to be used is in working condition?
Walkthrough with Customer
On the Spectrum check, what is the limit set at?
-30 dBmV
What is the first check specifically when trouble shooting Xfinity Voice?
Verify dial tone at the back of the EMTA
What section of the Customer experience involves answering any questions the customer may have and demonstrating as necessary?
Complete Customer Education
How should a technician explain Voice of the Customer?
Inform the customer that they may receive a post-call survey asking them to rate their service and that if there is anything you have done that would prevent them from giving you a Highly Satisfied rating, to please bring it your attention so you can correct the action right away.
If a full scan fails at the tap, what should be done
Set up an RTM
When troubleshooting Xfinity Voice, where is the first place to check for dial tone?
At the back of the EMTA.
If there is no dial tone at the back of the EMTA what should be checked next?
Check the light status on front of the EMTA for provisioning issues.
If customer has HSI, why should we ask them to sign into Comcast.net at the end of the visit?
To walk them through the Online Welcome Experience
When adding a MoCa filter, how should tag information be updated in TechNet?
add “M” + last 4 of drop tag
What type of ground block should be installed on installations and reconnects?
A POE groundblock
When installing CPE in a customer’s home, what order should wiring be connected to the CPE
RF first then power
Residential Trouble Call Workflow 7 steps
- Starting the Job
- Ingress
- Forward levels
- Xfinity Voice
- Home Integrity Check
- All issues addressed/ Education
- Closing
3 Key steps when Closing on TRACE work flow.
- Direct customer to Online Welcome Experience. (OWE)
- Inform the customer they may receive a 5 question survey
- Ensure the customer is satisfied with the work preformed.
The three steps when Starting the Job based on the TRACE Residential Trouble Call Work Flow
- Ensure you the the tools and equipment to complete the job and that vehicle is parked properly and safely.
- Introduce yourself; verify correct location and work to be completed.
- Verify locations and customer equipment in working order. Inform the customer you have a process to follow to ensure their home meets current requirements.
The three steps for Starting the Job on a Residential Change of Service Workflow
- Ensure you the the Tools and Equipment to complete the job. Ensure vehicle is parked properly and safely.b
- Ensure home is serviceable, introduce yourself, verify correct location and work to be completed.
- Verify locations and customer equipment in working order. Advise customer on plan of install and drilling.
