Billing
Used to authenticate an XM account
What is the last 4 of the CC on file?
Tool used to determine best course of action to resolve connectivity issue on mobile phone.
What is XM ITG's?
Time period for customers to pay off devices (Smartphone, tablet, watch)
What is 24 months
The two main tools used to handle XM customer interactions.
What are XM360 and CRM?
Policy that provides a 14 day period allowing customers to change their minds on a device purchased.
What is the XM return and exchange policy?
allows customers to pay off a past-due balance in monthly installments while keeping their service active
What is a repayment plan?
Troubleshooting step performed when a customer's device is without connection but the line is active on the network and biller
What is reset network settings?
A comprehensive protection program for Xfinity Mobile customers, covering new and bring-your-own smartphones, tablets, and smartwatches
What is XMC
Used to identify Service Provider ID (SPID)
What is Neustar?
Time period allowing customers to change their minds on an accessory purchased.
What is 30 days?
Allows XM customers to postpone their next payment to the next due date before the scheduled automatic payment date
What is autopay deferral?
Occurs when an action on a line fails due to a planned or unplanned system outage, causing the order to be queued and stalled
What is a stuck order?
If prompted, an additional check/verification to reduce the risk of fraud orders, that must be completed by the customer to complete order fulfillment.
What is the order verification process?
Tool used to identify line status on the network
What is the Network Troubleshooting Tool?
Process used when an MDN is cancelled by mistake or customer changed their mind after cancelling a line.
What is an MDN recovery?
A charge applied to the next bill cycle if the current bill due is paid more than 9 days after its due date
What is a Late Fee?
Used when a port in has failed and all porting info has been verified
What is XM Porting Escalations (in ECM)?
One of the benefits of a plan that allows customers to upgrade their devices twice every 12 months for a guaranteed discount
What is Elite Upgrade?
Used for general XM related support.
What is XM Support Chat?
Used when a customer is reporting missing or damaged items in a shipment.
What is XM Shipping Issues (In ECM)?
The term that refers to the billing account associated with Xfinity Mobile
What is a Financial Account (FA)
Process used when a customer's XM account is linked to an old Core account instead of their new/current one.
What is a GUID update?
(Acceptable answer: Line Transfer)
The process where a customer's payment plan for a device is expedited, often resulting in higher immediate charges. If this acceleration occurs by mistake or if the customer changes their mind, it can be reverted
What is device payment plan (DPP) acceleration?
Arguably the greatest tool that we can leverage to get the job done!
What is EACH OTHER!!!
A feature for Xfinity Mobile customers on the Premium Unlimited data plan that identifies incoming calls as valid or potential spam, including scammers and telemarketers.
What is Xfinity Call Guard?