WorkFlow
S4X
Xfinity Product Knowledge
Totally Customized
ACSR
100

How many call attempts are to be made to one customer?


2  1st attempt voicemail, 2nd attempt email will be sent out 

100

Wow, that was really easy! This is a customer response to this displayed behavior

Make it effortless


100

This xfinity product can be offered to an Xfinity internet customer who has a pre-teen pestering for their own phone 

Xfinity Mobile

100

Listening, resolving, and addressing the primary reason for the contact with Comcast is positively reflected here

What is FCR


100

Xfinity customer with this pending, are unable to add additional services 

What is a work order?

200

What is the proper protocol when no surveys are coming in?

refresh workflow wait 2 min if no surveys do it again 

200

I'm so glad I reached someone who understands and listens to me! This os a customer response to this displayed behavior.

Listen actively and respond appropriately

200

This upgrade to the WIFI includes advanced security and control that helps ensures the most coverage

What is XFi complete 

200

Adding value to all interactions, improves the experience of an Xfinity customer and is measured by this  

Whart is tNPS

200

What can you go add or change service?

select the tools icon and select change of service?

300

What are some 4 of the xfinity reward benefits?

Discounts, early access to games, family activates, late night show tickets, 

300

I had no idea I could access my DVR from the Stream app! This is a customer response to this displayed behavior 

Be an Xfinity ambassador

300

Explain the following my account app

Allows customers to pay bill online, check outages, troubleshooting

300

What are 3 ways to find an ITG

searched, recommended, selected 

300

What is the difference between from service address and bill to?

Bill to address is where the bill is going to, service address is where the actual service is at 


400

What does it mean when you need to Bypass a survey? 

It means that another team has worked it or is working it

400

Thanks for explaining this to me. I definitely feel more prepared now. This is a customer response to this displayed behavior

Set clear expectations 

400

What is a wireless gateway?

wireless gateway is a device that provides the functionality of a Wi-Fi router 

400

How many different types of IP address are they and what are they

4 Static, Dynamic, Public, Private 

400

How much is the shipping charge to send out accessories?

5.95

500

What is the difference between stop & save and save & next? And when should each one be applied.

Stop and save is stop incoming surveys from coming in save and next is when you are ready for the next survey 

500

?This is a perfect solution for what my family needs. This is a customer response to this displayed behavior

Discover needs 

500

What can a customer do from the main page of the xfinity app?

Pause devices, view current active daily usage/time for connected devices, see assigned devices 

500

The purpose of a reboot is to what?

Force the problem device to reset itself from a last good known state 

500

How many ways are there to capture customer approval? 

3 voice, email, text