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General Recap Einstein, S4X ML, Foundations,

Total questions: 74

Worksheet time: 42mins

Name
Class
Date
1.

Phone Number & Address are Verification Methods

a)

true

b)

false

2.
The Best Cable Service is the Premium Tier
a)
true
b)
false
3.

Xfinity App Is $5 Per Month

a)

true

b)

false

4.
Select the Speed for Gigabit
a)
1000mbps
b)
700mbps
c)
1200mbps
d)
1150mbps
5.

How Many Channels are included in the Starter Tier?

a)

120

b)

130

c)

100

d)

80

6.

What Is The Speed For Performance Select?

a)

75Mbps

b)

100Mbps

c)

50Mbps

d)

120Mbps

7.

How Many Channels Do I Have With the Preferred Tier?

a)

250

b)

180

c)

220

d)

200

8.
How Much For Choice Tv Bolt on?
a)
10
b)
0
c)
15
d)
5
9.

Select Valid Verification Methods

a)

SMS or Email

b)

Last 4 digit of SSN

c)

Last 4 digit of payment method

d)

Full Name

10.

With Xfinity Flex I Can Watch Live TV

a)

true

b)

false

11.

I can Download and Install New Apps on the X1 Plataform

a)

true

b)

false

12.
Performance Pro+ Is 200Mbps
a)
true
b)
false
13.
Premier Tier is 260+ Channels
a)
true
b)
false
14.
Select the Download Speed for Blast Pro+
a)
400mbps
b)
300mbps
c)
500mbps
d)
150mbps
15.
Extreme Pro+ Internet is 600Mbps
a)
true
b)
false
16.
Can I Use XFi Pods With My Own Modem
a)
true
b)
false
17.
With My X1 Voice Remote I Can Make Payments, Check My WiFi Password & Check My Xfinity Home Cameras With My Voice
a)
true
b)
false
18.
With Xfinity App & My Account App I Can Do Basic Troubleshooting?
a)
true
b)
false
19.

Select The Price For XFi Complete

a)

10

b)

14

c)

7

d)

25

20.

Check The Benefits That Only Xfinity Internet Offers

a)

Wifi- Hotspots

b)

Xfinity Flex

c)

Stream App

d)

Xfinity Advanced Security

21.
All The Xfinity Apps Are Completely Free
a)
true
b)
false
22.
Data Usage Limit For Customers Is?
a)
1.2 TB
b)
1TB
c)
900GB
d)
2TB
23.
How Many Courtesy Months We Provide If Customers Surpass The Internet Data Usage?
a)
1
b)
2
c)
3
d)
4
24.

On Data Usage, How Much For Every 50GB Extra Usage?

a)

5

b)

10

c)

20

d)

30

25.

Customers With Their Own Modems Are Not Elegible For Unlimited Data

a)

true

b)

false

26.

Which is the cable that comes from the wall to the cable box? Without that cable the customer is not able to receive signal…

a)

HDMI

b)

Composite

c)

Coaxial

d)

Power Cord

27.

Which is the cable that comes from the wall to the cable box? Without that cable the customer won't be able to turn on the box

a)

HDMI

b)

Composite

c)

Coaxial

d)

Power Cord

28.

Which is the cable that comes from the box to the T.V and help the customer to have a picture on the T.V?

a)

HDMI

b)

Composite

c)

Component

d)

All of the above

29.

If the customer has only one "Jack" or "Wall Outlet" for the coaxial connection, and the customer wants to connect 2 devices in the same spot... The customer must have a:

a)

Wi-Fi Extendor

b)

Splitter

c)

Iphone Charger

d)

Is not posible to connect 2 devices

30.

Features of Stream App

a)

Live TV

b)

DVR Service

c)

Xfinity On Demand (XOD)

d)

Access to the Voice Mails

31.

The customer is able to have cable and flex service at the same time?

a)

true

b)

false

32.
Xfinity Flex... is a Xfinity service or a Xfinity benefit?
a)
Benefit
b)
Service
33.

Digital Premier include Starz and HBO?

a)

true

b)

false

34.

Benefits of having Xfinity Cable service

a)

Stream app

b)

Voice Command Remotes

c)

X1 Platform

d)

Xfinity Wifi- Hotspots

35.

Which Smart T.V have access to Stream App?

a)

Samsung and Vizio

b)

Samsung and LG

c)

Sony and Panasonic

d)

Toshiba and Vizio

36.
Which are the Names of the Voice command Remotes?
a)
XR11, XR15, XR16
b)
XR2, XR5, XR1
c)
XR5 and XR11
d)
XR11, XR15, XR10
37.

What does A/O stands for?

a)

Additional old box

b)

Another Outlet

c)

Additional Outlet

d)

Alan & Oscar

38.

What does"Bolt on" means?

a)

The little white dog of a disney movie

b)

The Benefits of the services

c)

Additional service on a package

d)

Troy from High School Musical

39.

Which are the ways that we can receive an account during a call?

a)

Non Verified, Partially verified, Complete Verified

b)

Non Verified, Partially Verified, Fully Verified

c)

Unverified, Half Verified, Fully Verified

d)

Non Verified and Verified

40.

If we receive a call with a non verified account, which is the information that we need to see the information of the customer?

a)

Customer Full Name

b)

Customer Account Number

c)

Customer Primary Phone Number

d)

Any of the above

41.

If we receive a call with a partially verified account, which is the information that we need to finish the verification process?

a)

SMS or Email to the email or phone number register on the account

b)

Last 4 digits of the SSN

c)

Last 4 digit of the card linked to the account

d)

Any of the above

42.

If we receive a call with a Fully verified account, which is the information that we need to request in order for us to acccess to the account?

a)

Customer's Account Number

b)

Customer's Full Name

c)

Customer's SSN

d)

Customer's Address

43.

Which is the tab the you must be in order to see the current balance in the account, the recent activity, and general information of the customer?

a)

Account

b)

Overview

c)

Billing & Payments

d)

Activity

44.

Which is the tab the you must be in order to see the usernames and emails, linked to the account?

a)

Overview

b)

Activity

c)

Usernames

d)

Account

45.
Which is the tab the you must be in order to see the recent payments on the account and it also help to take payments for the customer
a)
Billing & payments
b)
IVR Machine
c)
Payments
d)
Services
46.

Which is the tab the you must be in order to access to the Interactive Troubleshooting Guide, add customers owned modems & detect Outages?

a)

Activity

b)

Troubleshooting

c)

Devices

d)

Repair

47.

If a customer is calling because he wants to add another username tothe account, which is the process to follow?

a)

Go to troubleshooting and makethe ITG of "adding new users"

b)

Go to the "Account" tab and hit the option "Add a New User"and follow the proper process

c)

Indicate the customer the process to add users in Xfinity my account app

d)

The customers are able to have only one username in the account

48.

Which is the proper process to followin order for us to add a new username?

a)

Assign a type of username, then ask for the full name, phone number, and email and finally send the invite to the cx

b)

Assign a type of username, then ask for the full name, address, and zip code and finally send the invite to the cx

c)

Assign a type of username, then ask for the full name, SSN, and payment card and finally send the invite to the cx

d)

Assign a type of username, then ask for the full name, account number, and email and finally send the invite to the cx

49.

If a customer forget his password for his USERNAME , what can we do about it?

a)

Customer is able to change it in Xfinitymyaccount.com

b)

Customer is able to change it in Xfinity.com/Forgot

c)

Customer is able to change it in Xfinity.com/Password

d)

Customer needs a new username

50.

Select all S4X Behaviors:

a)

Be Warm and Friendly

b)

Set Clear Expectatives

c)

Discovery Kids

d)

Be an XFINITY Ambassador

51.

Select All S4X Behaviors

a)

Set Clear Expectations

b)

Set Clear Expectatives

c)

Make it Effortless

d)

Show Appreciation

52.

Select all S4X Behaviors:

a)

Listen Actively and Respond Appropriately

b)

Own It

c)

Discover Needs

d)

Listen Actively and Respond Accurately

53.

What it means S4X ML?

a)

S4X Machine Listening

b)

S4X Machine Listening

c)

S4X Machine Learning

d)

S4X Master Learning

54.

Which of the following are words that work for Be Warm and Friendly?

a)

Ask at least 2 different questions

b)

Make the customer laugh

c)

Say ''appreciate it'' many times

d)

Happy words like: Amazing, Wonderful, Awesome, etc

55.

Which of the following are words that work for discover needs?

a)

Make an emphasis in the accent when asking a question

b)

Find the root cause of the issue

c)

Make Questions that start with When, How, Do/Does, Can, etc

d)

Make the interaction easy for the customer

56.

Which of the following are words that work for Show appreciation?

a)

Appreciate the customer for verify the account

b)

Thank the customers for the time they have been with the company

c)

Appreciate the customer at least 5 times

d)

Finish the call saying '' thanks for being the best part of xfinity''

57.

which of the following are words that work for xfinity ambassador?

a)

Say Xfinity many times

b)

say ''The thing i love the most from Xfinity is..''

c)

say that ''its a really good benefit for you''

d)

Say ''My account app at least twice in a call''

58.

Which of the following are words that work for LARA?

a)

Paraphrase what the customer had said

b)

Say ''i am listening to you sir/ma'am''

c)

Respond according the customer's issue

d)

Do not talk with hard works or technical words

59.

Which of the following are words that work for Make it effortless?

a)

Make the interaction as simple as posible

b)

Mention at least twice My account app

c)

Offer self service options (Apps)

d)

Say that you will help the customer

60.

Which of the following words affect Own It?

a)

Make the customer understand they are in good hands

b)

Talk about topics not related with the issue

c)

say ''my pleasure to assist you today''

d)

say ''Don't worry about it''

61.
What are the Query Hits?
a)
are the main keys of S4XML
b)
are the main keys of NPS
c)
Are the main keys of a good customer experience
d)
Are the main keys of Sentiment
62.

Which of the next query hits are for Be warm & friendly?

a)

Empathy & Rapport

b)

Positive Words

c)

Agent is listening

d)

Promote the brand

63.

Which of the following querys are for OWN IT?

a)

Assurance and Ownership

b)

Warm transfer

c)

Behavior Solve

d)

Ackowledge Information

64.

Which of the following querys are for Show Appreciation?

a)

Appreciate customer relationship

b)

Appreciate customer relationship P2

c)

Customer appreciate agent

d)

None of them

65.

Which are the most important metrics on West Care?

a)

S4X ML

b)

Sentiment

c)

NTT

d)

ITG2.0

e)

TNPS

66.

What does FCR means?

a)

First Call Response?

b)

First Call Resolution

c)

Final Call Resolution

d)

Final Call Response

67.
How do we measure NPS?
a)
Detratctor, Neutral, Promoter
b)
Negative, Normal, Positive
c)
Sad, Neutral, Happy
d)
Unsatisfied, Normal, Satisfied
68.
What does NTT means?
a)
No talking time
b)
No telephone time
c)
Not try to resolve
d)
No tengo tiempo
69.

Choose the Self Service Option apps from Xfinity

a)

Xfinity App

b)

Xfinity Stream App

c)

Xfinity My account

d)

Xfinity Connect

70.

Choose the Xfinity Apps Benefits

a)

Xfinity Wi-Fi Hotspots

b)

Xfinity Stream App

c)

Xfinity Connect App

d)

Xfinity My Account

71.

This app help the customer to manage the ACCOUNT, like billing preferences, autopay, track technicians, find local stores, basic troubleshooting, etc.

a)

Xfinity Account Admin

b)

Xfinity my Account

c)

Xfinity App

d)

Xfinity Xfi app

72.

This app help the customer to manage the Xfinity Internet Service therefore the cx is able to change the wifi name & password, turn on/off the wifi, and change modem settings.

a)

Xfinity Internet App

b)

Xfinity App

c)

Xfi App

d)

Xfinity Network

73.
With this app the customer is able to have access to their full channel line up, Xfinity on Demand & Recordings and also the customer is able to manage those recordings.
a)
Xfinity Stream
b)
Xfinity T.V App
c)
Xfinity Cable App
d)
Xview from Xfinity
74.
The following app help the customer to have a faster access to the voicemails, contacts, comcast email, also the customer is able to read the voicemails...
a)
Xfinity Connect app
b)
Xfinity VocieMail
c)
Connect app
d)
Xfinity Home phone app

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