Show:
Equiptment
Tools
Billing
Features
other tools
100
What is a DTA?
Digital Transport Adapter.
100
Name Two [2] Billing, Service & Repair Tools
ACSR = [Advanced Customer Service Representative] And Comtrac = [COMcast Technology for Recording Account Contacts]
100
There are several types of Billing inquiries, Name five [5]
1. Bill explanation 2. Increase in bill / Promo Roll-off 3. Credit adjustment [service interuption due to outage or PPV issue] 4. un-returned equipment charge. 5. Refund Request 6. Mis- applied payment 7. Information about returned check on the account, Bank says the payment was processed. 8. Payment disputes.
100
Name Some features for CHSI i [Internet].
1. Email [up to 7 Comcast.net email addresses with 10GB of storage*] 2. Constant Guard Features free >>> Norton security suite. 3. Comcast Photo center 4. More than 3,500 live games on ESPN3.com 5.Comcast Digital Voicemail Refer to doc id # 81585
100
A. What is Cleo? Do you have to use on every call? B. where do you go to access it?
Used for notes, manage AHT and access pre-typed notes..
200
What is a DCT?
A Digital Converter.
200
A- What is Grandslam used for? B- Name 5 things you can do using this tool.
To perform diagnostic / Health check. 1.LOQ'S, 2.Check for outages, 3. Schedule Trouble call, 4. Send a Hit, 5. Veiw PPV usage, 6. Clear PPV Pin, 7. Reset Email,
200
A) In ACSR, What tool bar icon would we select to access the billing ledger? B) name (4) adjustment options.
A) $$$ B) item reversal, partial adjustment, adjustmant range & misc adjustment.
200
Name 5 features of Comcast Cable TV?
1. Interactive Tools {Use your remote to search for your favorite programs with our interactive on-screen program guide.] 2.Parental Controls 3.Music 4.Free Movies [six Encore channels and MoviePlex] 5.Searchlight [channel 888]shop-right from your sofa. 6. Universal caller ID.
200
Your Employee ID # is used to log into Estart. Estart & _______________ are used together for schedule adherence/
Phone {CMS ID #}.
300
How do you power cycle a Set Top Box?
Simply unplug wait 30 secs and plug back in.
300
a. What is Remedy [TTS] used for?
To access LOQ's, check for outages and Schedule/Reschedule/Cancel Trouble calls.
300
Under billing, where do we check to see if credit has been applied?
Adjustment History Tab.
300
What Interactive Television (iTV) features are available?
1. Home shopping network [shop by remote] 2. Universal caller ID. 3. Ready/Remind/Record [ Allows you to set an on-screen reminder for an upcoming program] 4. Parental Controls. 5. Interactive TV Menu/iTV Button: You can access a fixed list if iTV features (such as Universal Caller ID) by clicking on the Interactive TV menu 6. Quick Menu and TV Guide Main Menu. Interactive Television (iTV) features are available?
300
A) What is ER? B) How do we access it?
A] Escalation Resolution. NE LME [Local Market Escalation] B] Type ER in IE.
400
Starting from basic to Digital Premier, what equipment can be used?
DTA, DCT, HD, DVR, HD/DVR, Anyroom DVR,
400
A] Is Casper the friendly Ghost? if not, What is the best way to describe Casper? B] On the left of "At A Glance" page where would you find high priority items such as important product changes or processes?
A] A serch engine based Knowledgebase. B] Alerts.
400
A. Customer calls in to make a payment on a hard disco account, can we take the payment?
Yes – offer to take the customer’s payment and let them know what payment options are available to them:  IVR  CAE can take payment  Comcast.com  Cable Store  Mail
400
True or False You don't have to offer features on every call.
False, Features or Service should be offered on each call.
400
What is Sharepoint? What can we access there?
All site information. Resource. Market specific information. Estart correction form. Transfer Template.
500
What equipment is used for basic TV?
Direct connect [from wall to equipment] or DTA.
500
A) Can we Cancel/Reschedule a TC (Trouble call) in Grandslam, TTS[Remedy] and ACSR? B) Describe the steps. for Grandslam and ACSR.
A) Yes. B) Pending orders [bottom left hand side of the customer central] highlight work order>> click cancel and complete cancel reason. or Click Shopping cart icon [on toolbar] double click open order and complete .
500
A. Customer in SOFT DISCO, wants to make a payment, how do you assist? B. Is there a fee for a CAE to take a payment?
A. Click Payment receipt >>select EFT or Credit card payment & proceed with payment. Educate on IVR, Online bill pay, local payment center and US mail. B. Yes, Always advise customer that if you take a payment there will be a $5.00 fee accessed. The follow the steps above.
500
Is Comcast Digital Voice Service a feature? Name five [5] features of Comcast Digital Voice Service.
No, its a service aka "LOB" 1. caller id, 2. call waiting, 3. call forwarding, 4. call screening, 5. call return, 6. repeat dialing, 7. speed dail 8, 8. call trace,
500
What is a CSG # [op #] used for?
When scheduling a trouble call in GRANDSLAM.