Name that Tab
Activation/ Deactivation
Credits & refunds/ Billing
Trouble Shooting
Name that tool
100

Where would you go to find details about all of the actions that has taken place on an account? 

What is the Overview Tab - Activity

100

What is the preferred method for a customer to activate their mobile device?

What is the Xfinity App

100

How many days does a customer has to return or exchange a phone or a tablet and what is this called 

What is within 14 days. Buyer's remorse 


HOW13663

100

How do you add a missing promotion to a mobile account?

Go to devices

Select the device

Scroll down to device balance 

Click on Manage promotion

Select the missing promotion from the available promotions

 
Hit apply promotion.


HOW13874

100

This tool allows you to enter mobile orders

What is XM360

200

What tab would you go to in order to see the total number of phones, watches or tablet on the account.  

What is the Device tab.

200

What is the purpose of an eSIM and a  pSim?

SIMs let mobile devices work on a specific mobile network and contain the information needed for devices to connect to the customer’s service provider. 


How 21175


200

When will a customer start to get billed for their mobile services 

What is 

  • Date of activation of the first line of service on the Xfinity Mobile account, or
  • Seven days after the first device (or SIM card) shipment or fulfillment in an Xfinity Retail Store.

How12331

200

How do you change a customer mobile number

  1. Go to the Devices page and select the device to change.
  2. Click Change Number.
  3. Choose New Number for a new MDN or Port Existing for an existing number.
  4. Ask the customer to power cycle their phone

HOW11919

200

What tool would you use to help with things like texting issues, Caller I.D & Connection issues just to name a few. 

What are mobile ITG's

300

Where would you go to see a copy of the customer's bill?

What is the Billing tab under ledger. 

300

What information is required to port a number to Xfinity mobile?

What is

  • Telephone number being ported
  • Account number
  • PIN
  • Account holder's name
  • Billing address
  • Last four digits of the account holder's Social Security number (SSN)

How 11903

300

When would you use hotline?

What is to suspend service due to non-payment or restore service once payment issues are resolved.


HOW22382

300

What are the steps to return a device?

  1. GO to Overview page, select the Devices tab.
  2. Select the Returning / exchange device 
  3. Select Return or Exchange.
  4. Select the Return Type and Return Reason from the drop-down menus and then select Continue.
  5. Choose the device’s grade based on the condition as described by the customer
  6. Review the return or exchange information with the customer (including the restocking fee, refunds, and payment method) and select Submit return.

HOW13275

300

What tool can you use to send the customer tutorial about their device?

What is Quelp

400

Where would you go to see how many devices the customer has and the data usages for each device?

What is Lines & Data

400

This process refers to restoring of the device's network settings to their default state. 

What is network reset?

HOW12545

400

Name at least 3 reasons why would issue a Good will credit.

  • Goodwill credits
    • Charge corrections
    • Price Protection
    • Service interruption
    • Customer experience credits
    • Fraud, credit, and collections credits

POL 2097 

400

How do you remove XMC from an active mobile line

  1. Open XM360 and navigate to the Devices tab.
  2. Select the device of which you’d like to cancel XMC.
  3. Select the Device Protection box to initiate canceling XMC.
  4. Begin by clicking Get Started.
  5. Select the reason the customer would like to cancel XMC. Click Submit to proceed.

How12988

400

What tool would you use to transfer a customer's mobile account from their old account to their new account and their name match on both accounts. 

What is Radar

500

What tab would you go to, to see the remaining balance for a device that is being paid for monthly?

What is Device tab under device balance.

500

What are the steps that an existing Xfinity mobile customer would take to request a transfer pin? 

What is 

1. Sign in to the Xfinity app 

2. Select the Services tab at the bottom.

3. Select Mobile Lines and Data Usage under the Mobile section.

4. Choose the mobile number you want to transfer.

5. Go down and select Transfer your number.

6. From the drop-down menu, select the number and tap Send My PIN

500

Xfinity Mobile customers can sign up for this option to pay off their past due balance in installments.

What is repayment plan 

 HOW20931

500

How do you assist a customer whose phone is showing SOS

What is 

Ensure the eSIM is installed and follow specific troubleshooting steps, including resetting network settings. If the eSIM is not activated, the device will remain in SOS mode until resolved.

 HOW21239

500

This tool allows agents to select the appropriate ticket type based on the specific issue, ensuring efficient management of customer support requests. 

What is ECM XM Support

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