Product Knowledge
CSG
S4
What do you Remember
XH
100
This product allows the customer access to ondemand, PPV, Premium channels etc..
What is Xfinity TV
100
This is the first step of order entry for a change of service process
What is select order work flow
100
This step allows you set the agenda,ask targeted questions, and Consider unstated needs/Active Listening
What is Solve
100
This person is the manager of HR
Who is Letitia Greenidge
100
This Icon on the touch screen allows customers to re-arrange their apps in any order on the touch screen
What is settings
200
This modem is used for data and voice service and allows the customer to connect a Tablet, Smartphone, IPAD
What is Wireless Gateway
200
This Order Entry allows the customer to do it themselves
What is a SIK
200
Name the four steps to S4
What is Start, Solve, Sell and Summarize
200
These are the two billing systems Comcast offers
What is CSG/Vision
200
This web address allows a customer to watch do it yourself videos
What is Xfinity.com/how to
300
This package comes with over 260 channels, Extreme105mbps download/20mbps upload speed, unlimited local/long distance voice service, Sports & Ent pkg./HBO/Max/Starz/Showtime
What is HD Premier XF Triple Play
300
This icon allows the agent to view the customers Ledger/Statements/Future Statements/Adjustment History
What is dollar sign ICON
300
The step allows you to Greet the customer clearly, Clarify reason for call, Relate & Empathize, and Take control
What is the Start
300
This tool allows you to search for documents, look at a customer's account info etc..
What is Einstein
300
This device is used for XH and it is also used for internet/voice/wifi
What is a Wireless Gateway
400
This product allows customer the convenience of watching there home away from home
What is Xfinity Home
400
This screen shows the customer's personal info, email add, services for account, acct number, what's connected, pending work orders etc...
What is a the Customer Central Screen
400
This step allows you to take ownership and make offer
What is Sell
400
Comcast was founded in this small town
What is Tupelo MS
400
This plan allows the customer to monitor their own security
What is Control 150
500
This is a operating systems that allows the customers to view real time Traffic, Weather, Play Pandora, FB etc
What is X1 Platform
500
This screen show campaigns for single plays, DP, TP's QP etc...
What is the Available Campaigns screen
500
This section shows the status of what the LOB the customer is connected for
Connection Status
500
Name the three ways to use/locate the ITG’s in Einstein,
Search, Recommended to you based upon health/billing checks, and Manual click on the symptom
500
This device is the brains behind Xfinity Home
What is the Touch Screen
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