TRACE Process

Question 1

Name the job types TRACE is for

Answer 1

Trouble calls, change of services, installs

Question 2

what does TRACE stand for?

Answer 2

Tech Reference And Customer Experience

Question 3

What is the objective of TRACE?

Answer 3

to provide our CommTechs and Supervisors a step by step workflow while completing a job at a customer’s home

Question 4

4 Reasons to use TRACE

Answer 4

1. Standardized method to complete all required tasks in a customer’s home
2. Maximizes Tech efficiency and effectiveness
3. Ensures that all proper steps have been taken to reduce work
4. Makes sure that our customer’s home and network is up to Comcast standards.

Question 5

Why should a Home Integrity Check be initiated upon arrival at a service call?

Answer 5

to identify any red flags inside the customer’s home network

Question 6

In what step of Customer Experience would a technician obtain all the tools and equipment necessary to complete the job?

Answer 6

1) Preparing for Customer Visit

Question 7

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?

Answer 7

2) Initial Customer Interaction

Question 8

If the customer has Xfinity Home alarm, what should the Technician ask the customer to do until all work is done?

Answer 8

Put it in test mode.

Question 9

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?

Answer 9

Walkthrough with Customer

Question 10

On the Spectrum check, what is the limit set at?

Answer 10

-30 dBmV

Question 11

What is the first check specifically when trouble shooting Xfinity Voice?

Answer 11

Verify dial tone at the back of the EMTA

Question 12

What section of the Customer experience involves answering any questions the customer may have and demonstrating as necessary?

Answer 12

Complete Customer Education

Question 13

How should a technician explain Voice of the Customer?

Answer 13

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.

Question 14

If a full scan fails at the tap, what should be done

Answer 14

Set up an RTM

Question 15

When troubleshooting Xfinity Voice, where is the first place to check for dial tone?

Answer 15

At the back of the EMTA.

Question 16

If there is no dial tone at the back of the EMTA what should be checked next?

Answer 16

Check the light status on front of the EMTA for provisioning issues.

Question 17

If customer has HSI, why should we ask them to sign into Comcast.net at the end of the visit?

Answer 17

To walk them through the Online Welcome Experience

Question 18

When adding a MoCa filter, how should tag information be updated in TechNet?

Answer 18

add “M” + last 4 of drop tag

Question 19

What type of ground block should be installed on installations and reconnects?

Answer 19

A POE groundblock

Question 20

When installing CPE in a customer’s home, what order should wiring be connected to the CPE

Answer 20

RF first then power

Question 21

Residential Trouble Call Workflow 7 steps

Answer 21

1. Starting the Job
2. Ingress
3. Forward levels
4. Xfinity Voice
5. Home Integrity Check
6. All issues addressed/ Education
7. Closing

Question 22

3 Key steps when Closing on TRACE work flow.

Answer 22

1. Direct customer to Online Welcome Experience. (OWE)
2. Inform the customer they may receive a 5 question survey
3. Ensure the customer is satisfied with the work preformed.

Question 23

The three steps when Starting the Job based on the TRACE Residential Trouble Call Work Flow

Answer 23

1. Ensure you the the tools and equipment to complete the job and that vehicle is parked properly and safely.
2. Introduce yourself; verify correct location and work to be completed.
3. Verify locations and customer equipment in working order. Inform the customer you have a process to follow to ensure their home meets current requirements.

Question 24

The three steps for Starting the Job on a Residential Change of Service Workflow

Answer 24

1. Ensure you the the Tools and Equipment to complete the job. Ensure vehicle is parked properly and safely.b
2. Ensure home is serviceable, introduce yourself, verify correct location and work to be completed.
3. Verify locations and customer equipment in working order. Advise customer on plan of install and drilling.

Question 25

What are the 8 steps in the Residential Change of Work flow.

Answer 25

1. Starting the Job
2. Drop
3. A/O’s
4. Install Equipment
5. Xfinity Voice
6. Home Integrity Check
7. Customer Education
8. Closing

Question 26

6 steps on a Xfinity Home Residential trouble call

Answer 26

1. Xfinity Home Router, Touch Screen
2. Wireless Sensors (Door /Window, Motion, Glass Break, Smoke, CO, Lighting/Appliance Modules, Wireless Key Pad, and Siren Repeater)
3. Thermostats
4. Cameras
5. Test Alarm
6. Final Education

Question 27

How long should alarm be put in Test before proceeding with trouble call?

Answer 27

2 hours

Question 28

When accessing the Touchscreen on a trouble call what should be checked first under “Advanced Settings”

Answer 28

Check for Firmware Updates

Question 29

After checking for firmware updates on a XHome trouble call, what should be checked next?

Answer 29

Check Wi-Fi & Cellular Signal Strength

Question 30

What is the minimum signal strength between the security router and touchscreen?

Answer 30

stronger than -75dBm

Question 31

When checking sensor battery levels, when should a battery be replaced?

Answer 31

If it is below 2,700 mV

Question 32

what is the minimum threshold for Zigbee signal strength?

Answer 32

Greater than 40 %

Question 33

When looking at RSSI numbers, the difference between the near and far values should be less than

Answer 33

10 dBm