Show:
CSG
2015 Rate Adjustment
Einstein
X1
Policy Updates
100
This field must be cleared to ensure proper routing when rescheduling a job.
What is the tech field, which should not be zeroed out, but cleared, when rescheduling a job.
100
This popular increase to internet speed is going from $10 to $12 in 2015
What is the BLAST bump?
100
This new link in Einstein under "More Useful Links" provides an archive of rate card pricing and letters sent to customers.
What is the Freedom Marketing Tool?
100
This useful feature will give you options to finish words you are entering into the search bar.
What is predictive text?
100
Now included in every SIK shipment as of 12/11/2014 to ease the equipment return process.
What is a prepaid UPS return label.
200
A required step before rolling a truck. A major cause of recent problems with cable service. Can be viewed under the Satellite in CSG. Can also be changed via Select Order Workflow. Changes from red to black when enabled.
What is balancing / activating equipment?
200
Was introduced last year, was initially a $1.50 charge for customers, is moving to $3.00. Compensates Comcast for retransmission fees.
What is the Broadcast TV fee?
200
Enter these into Einstein and they will flow to CSG automatically. Max of 313 characters.
What is the method for entering notes into the system post-CSG conversion?
200
Assuming the account is balanced and equipment is enabled, this flows through automatically to X1 boxes when a CoS is completed in CSG.
What is a refresh signal to the X1 box?
200
Streaming video from your desk for extended periods of time might slow down contribute to the slower performance of this system.
What is VDI? (Agent Virtual Desktop)
300
This takes 2 business days. Change the "start billing date / item completion date" fields to complete this. Required for provisioning.
What is the required time to no-schedule a no-truck CDV order?
300
These boxes were offered free initially during the Digital Conversion. They were $1.99 and will move to $2.99 in 2015.
What are DTAs?
300
Shown on the bottom right under Account, this allows you to estimate how long a customer must wait for their scheduled appointment to begin. This may save you having to put in an ER ticket for the same purpose.
What is the tech ETA tool?
300
Through the X1 box, this program allows customers to view account and billing information, view and cancel appointments, check for outages and device status, and learn more about Xfinity services.
What is the X1 My Account App?
300
We should always lead with SIK for any applicable sales. What is the phone # for self-activation?
What is 1-855-OK-BEGIN?
400
This requires Video devices to be listed first, followed by Home Security, CHSI then CDV
What is the order of CSG Equipment Hierarchy?
400
A coverage plan for inside wiring and customer education, some customers call it "insurance." Will move to $4.95 in 2015.
What is Service Protection Plan?
400
This feature was previously available in VISION. It can now be reached in Einstein by going to Account Health on the left, then click "View Billing Details"
What is the best way to look at an archive of customer bills?
400
Recording schedules will be saved. Recordings will be mirrored to the Cloud and can be later viewed on PC or Mobile platforms only. Any existing recordings within the DVR will not be loaded back onto the new DVR.
What is the status of recordings once a Cloud DVR is swapped?
400
In Sys Prins 1000, 2000 and 4000, this happens twice between 5pm and 7pm, leaving a message after the first attempt.
What is the 24 hour pre-call before an appointment.
500
A code required when the customer has CHSI and CDV service and uses 2 devices instead of one. This allows provisioning to flow through correctly to both devices. The CDV device goes first in the hierarchy, then CHSI.
What is HN A/O code?
500
Used to be $7 and was $8 in 2014. Many customers rent these devices to run HSD and CDV services. Will be $10 in 2015.
What is a Gateway, EMTA or modem.
500
This feature used to be accessed through Grandslam. To see it now through Einstein, go to the right side, click TV, then Account, then Video on Demand. The information shows free and paid selections and goes back 90 days.
What is the best way to view a customer's Video on Demand history?
500
This new field in XPM ensures you can know if the customer's box is hooked up to the TV correctly.
What is the HDMI Connection Status tab?
500
For early morning time codes, this will occur 60 minutes prior to the appointment start time. Otherwise, this will occur 120 minutes prior to the appointment time.
What is the same-day pre-call?