Einstein 360
What Icons are shown under Account Health?
Internet, Voice, TV, Home, Bill , Mobile
What type of searches can you do in Einstein 360 ?
Keyword; document ID; common problems
What are the 3 stages of Einstein?
Knowledge; Services; Sales
What are Unified Notes?
On the left hand side of the screen, you can see the most recent notes that have been taken on the account. (90 days)
What are the 6 tabs in Einstein 360?
Overview, Account, Billing & Payment, Troubleshooting, Services, Activity
Name 4- 9 different ways you can pull up a customer.
Phone Number; Account number; ticket number; First and Last name; Address; Email address/username; mac address; Previous Accounts,serial number
What is shown under Customer Information?
Preferred Phone Number, Alternate Email
What are the 4 search options under Advanced Search?
Previous account dates, Ticket Number, MAC Address, serial number
This indicates an issue with the account
Red
Name all the account indicator colors.
Red; Green; Yellow, Grey and Blue
Quick links to look up the customer's Service Center and Channel Line-up
Related Links (Look-up tools)
Google-Like Search capabilities,
Smart Search
News feeds and alerts that are specific to the employee, their role, and their location
Social Media-like Information sharing
What are 4 of the 7 document type in Einstein 360 ?
TLK, POL, HOW, PRD, LNK, PRI, AND CPN
What are the 6 toolkit tabs?
TV, Internet, Voice, Mobile, Other, and Home
What are the 4 ITG topics?
TV,Internet, Voice, General
How itg's categories are there type
41
How many itg topic's and there names ?
4 tv , internet ,voice and general
What is the limit on account history?
90 day history
What is the current version of Einstein?
1906.0.0.1
This indicates important positive information about the account
Green
Name the selections that are on the left panel.
This Call, Notes, Devices
This indicate a warning or alert about the account
Yellow
How do you "Stay in the Know"?
with the right panel (alerts, News, favorites, My useful links, Recently viewed, new & updated Documents; Tool Kits)
When you send communication to the customer via text. What is number the customer will see?
226-278
What is the total number of I.T.G. 's ?
70 itg's
Name the tool used to look up xfinity stores.
BAM
Name the 3 Related Links
Competitive Edge, Service Centers, Channel Lineup
Einstein 360
Designed by and developed exclusively for Comcast employees. Comcast internal knowledge Management Solution that replace Casper and then Einstein.
Pictures and wiring diagrams of the customer's devices
Device Library
Email an article directly to a customer or co-work, straight from Einsten
Document sharing via email
Integrated billing, ticket and troubleshooting information
Integrated Systems
Step-by-Stop guides that guide and support the agent to help resolve customer reported issues.
Interactive Troubleshooting Guides(ITG)
What Icons are shown under Account Health?
Internet, Voice, TV, Home, Bill
What is Einstein 360?
A knowledge data base designed and developed exclusively for Comcast Employees
If you click on the agents name, what are the 3 options?
About Einstein, Recommendations, Support Topics
Name the options that are always available on the top black panel.
Account Lookup, End Conversation, CTI On/Off, Hello Agent drop down, Notifications, reload acct
What information is given about the customer when you click on the customers name?
Customer Information, Account Information, Account Indicators, Related Links
Name Einstein's 4-9 Key Features.
Customer-Centric Content; Look-up Tools; Integrated Systems; Device Library; Social Media-like Information sharing; Smart Search; Interactive Troubleshooting Guides; Document Sharing via Email, Unified Notes, Customer Approval, My Account,
Name Einstein's Key Features.
Customer-Centric Content; Look-up Tools; Integrated Systems; Device Library; Social Media-like Information sharing; Smart Search; Interactive Troubleshooting Guides; Document Sharing via Email, Unified Notes, Customer Approval, My Account,
How many previous account's can you pull up in Einstein 360 ?
Einstein 360 can show up to 200 pervious acct you have pulled up
Name all the possible options on the left black panel
This Call, Notes, Devices, Browse ITG, Filters
What are the selections on the footer located on the bottom of Einstein 360 in a customers account ?
Toolkits, Favorites, Useful Links, Knowledge Base
What are the toolkit options for xfinity wifi?
XFINITY WiFi Automatic Sign In Devices;XFINITY WiFi Home Hotspot; XFINITY WiFi Hotspot Locator Map
