Notes

**PAL connect 1**

Continue :- You were able to explain Xfinity mobile and it's services. You were able to explain all plan Xfinity mobile have such as By the Gig and Unlimited intro. You have good understand of the difference between generation plans Xfinity mobile have. You are well aware about the Billing cycle and billing policies i.e. changing autopay date and payment method we have for Xfinity mobile. You were able to identify the options we have for Cx travelling overseas, Global Travel Pass and Pay as you go. You were able to explain the suspension option we have. You were able to explain Xfinity Mobile Protection Plan. You was also have good understanding of S4X behavior.

Start - Please check all the features Xfinity provide with 4th Generation plan i.e. Mobile hotspot and video streaming services HOW21155. Check Xfinity mobile plans Mix and Match for by the gig and unlimited. Check more about Global Travel Pass and Pay as you go rates HOW13210 & HOW21016. Check suspension options we have using article ID - POL2093 and POL2092. Also check the given self help options for cx to check billing and update card method HOW13309 and HOW13308. Please check S4X behaviors using DOC ID POL2075.

**PAL connect 2**

Continue :- You were confident and able to pull cx account using XM360 and CRM successfully. You were able to explain each and every tab in XM360 Overview, Device, Billing, Orders and Returns and Lines and Data in XM360 we need for billing scenarios. You were able to check the billing documents from XM360. Your were able to pull account details in CRM and able to navigate in CRM. You were able to check the billing info in CRM and able to check billing documents for current bill along with any previous bill. You were able to check the options for Autopay deferral and Repayment plan through CRM. You were able to explain what is BYOD.

Start :- Go through BYOD and BYONDEL HOW21130. Practice navigation in CRM, how to look up bill image and how to get billing information in CRM. Practice tool navigation XM360. Please check and practice how to apply Repayment plan and autopay deferral using CRM. Check and practice how to change data plan from XM360 using DOC ID Managing Data Options With Xfinity Mobile HOW11881.

**PAL connect 3**

Continue :- You were able to identify the past due balance on account in XM360 and You were able to perform S4X behavior such as set clear expectation in interaction. You have good understanding of repayment plan You were successfully able check the eligibility for repayment plan using XM360 and CRM also you were able to set up repayment plan using CRM .

Start :- Check authentication policy for cx. Start working on S4X behaviors and use Own it and Set Clear Expectation. Please focus on RARA and start probing the cx for best option. Practice Repayment plan navigation. Check POL20044 for Xfinity Mobile Repayment Plan Policy, Repayment plan setup dates policy, Practice how to set up repayment plan. Share all the required information with cx before and after applying the repayment plan.