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Find Customer
Find Customer
Left Panel
Top and Center Search
ITG's
100
Name 5 search methods in Einstein
What is Phone Number, Account Number, CR Ticket Number, Email Address/Username, MAC Address, (First Name, Last Name, Zip), (Postal Address, Zip)
100
This category with a heart also lets you save documents
What is Favorites
100
The left panel has sections name them
What is Network Health, Account health, Diagnostics, TV
100
In center search you can perform these actions
What is Search, View Customer History, Browse ITGs, view Customer timeline
100
This ITG "Troubleshoots no picture issues with or without an error message."
What is X1 No Picture Issues or No Picture Issues
200
The item the you can load accounts you were looking at earlier
What is Recent Customers
200
This option in Einstein allows you view new communications and updates
What is News
200
In diagnostics this field gives you an idea of the status of the equipment on the account
What is Home integrity
200
ITG stands for
What is Interactive Troubleshooting Guide
200
This ITG is used to troubleshoot email related issues for a Comcast UID.
What is Email Issues
300
You can find a document by using this option on the right side of einstein
What is Search
300
Important information that could be critical to a rep that contains updates to policies and other notifications is called
What is Alerts
300
This section under account health lets you view billing information
What is Account info
300
The telephone Icon opens this in the ITG search
What is Voice Categories
300
This ITG is used for customers disputing early termination fees (ETFs), contract terms or contract acceptance.
What is Contract Disputes
400
when you hover over your name in Einstein these options appear
What are Preferences, Recommendations, About Einstein
400
To look at a document you have viewed before you would expand the _________ category
What is Recently Viewed
400
This category under TV in diagnostics will give you the customers Current Estimated Purchase Balance
What is XOD/PPV
400
Customer History can be filtered by this
What is Events
400
Troubleshoots customer's non-XFINITY Home alarm system issues such as false triggers and issues with software upgrades.
What is Alarm System (not Xfinity Home)
500
Documents you have added to your list are located under this option
What is My Useful Links
500
Need to know which documents have arrived and changed?
What is New & Updated Documents
500
This category is where you would go to see what CR numbers are open on the account
What is Open Tickets
500
In Top hovering over more actions makes these options available
What is Competitive Edge, User& Preference, Customer Timeline
500
This ITG is used to troubleshoot being unable to create a XFINITY Username and is a sub category of
What is UID Creation Issues; Login Issues