CAMPS, Billing, Workflow
Below are the real time changes a customer can do in CAMPS, except:
Update payment method
Locate license number
Change address
Change Business Name
Change Business Name
Michelle just recently upgraded to QuickBooks Enterprise Gold. She wants to know why she's got another charge for a QuickBooks subscription renewal. Which expert billing tool will you use to check her billing history?
Dbill
Using IDEAL Workflow to resolve a customer's issue. What is the expected expert behaviors to correspond with the IDEAL workflow.
Ask clarifying and probing questions to understand the customer's issue and goal.
Use narrowing questions and the UDAS method to determine the root cause of the issue.
Use your resources and present solutions to the customer.
Agree on a plan with your customer and implement the solution.
Summarize the steps you took to resolve the issue.
Before we could assist Michelle in answering her billing concerns. What level of verification is applicable on the scenario above?
Level 2
What are the different QuickBooks Desktop products do you support?
Pro Plus, Premier Plus & Enterprise
Alexander added 2 users to his existing subscription and he needs help in setting up Multi-user in QuickBooks, what is the best article that you can use to help Alexander?
Install QuickBooks Desktop
Hoe to send email through Salesforce?
In the case, go to the Feed tab and select Email. Check that the correct email address is in the To field, choose "no-response@intuit.com" from the From dropdown, and add a subject.
Select the insert template icon.
From the Templates dropdown, select All Classic templates. Then select the product and relevant template for your customer's product and issue.
Edit the information in the template to customize it for your specific customer. Then select Send.
When documenting your case for a call/escalation, what information should be included in your notes? Organize your notes according to the STAR format outlined below:
S-ituation
T-rouble
A-ctions taken
R-esolution
What is your customer's end goal?
What prevents your customer from completing the task?
What resources and actions solved the concern?
What solution was provided?
Provide 2 scenarios that require Level 1 verification?
A customer needs help categorizing a QuickBooks transaction.
A customer has a question about running a Profit and Loss report.
Sef is upset because he got charge $999 renewal price for QuickBooks Plus subscription. He's not aware of other services included in QB Plus subscriptions. What services are included in QB Plus subscriptions that you can highlight on your customer education?
Free technical support, Online BackUp, Data Recovery service, free software upgrades
What are the different ways a Desktop customer can look for charges on their account? Select all that apply.
Using Charge LookUp Tool.
Through CAMPS> View Transaction History
This expert tool allows you to search articles related to internal process, solutions and workarounds for customer scenarios with the use of keywords.
Help Panel
During a customer contact, what are the key moments that contribute to the Quality of Service? (Select all that apply.)
The opening: A greeting to tell the customer they've reached the right place.
The resolution: A question to make sure the issue is resolved.
The closing: Survey Promotion
A customer contacts you for assistance. How should you greet the customer?
Thank you for contacting Intuit QuickBooks Desktop support. My name is _________. May I have your name please?
What file extension should the customer look for in the file explorer if he/she is looking for a Back up file?
QBB (Quickbook Back up)
To find out who is the primary admin of their data file in QuickBooks, your T2 instructed you to find the customer's company realm ID and License Number. How will you redirect the customer to find that information in QuickBooks?
Tell the customer to pull up Product Information screen by press F2 or Ctrl+1, then obtain the company intuit ID.
You wanted to see any changes made by the customer inside camps.intuit.com. What Desktop expert tool will you use to find this information?
MDM
When wrapping up a customer contact, when should you include Quality of Service Survey Promotion statement?
Within the final two minutes of the contact
BONUS
(CALL ANOTHER PERSON)
Joe needs help adding 2 more users on their existing QB Enterprise Platinum subscription. Which button should you choose in the Products and Services page to add users to a customer's subscription?
Modify
Kim is getting "subscription has lapsed" error when trying to open their company file. How should we help Kim resolve this error? Select all that apply.
Walk her through updating their billing info inside CAMPS.
Sync license data online from QuickBooks Help menu"
Your Tier 2 wants you to check the username associated to a primary email in CAMPS. Which DT expert tool will you use to find this information?
OII
You are wrapping up a customer interaction. You have already stated your resolution statement, and the customer has confirmed that issue was resolved. Which statement would fulfill the remaining Quality of Service requirement?
You may receive a survey after our interaction. We appreciate your feedback and would love to hear from you.
BONUS
(CALL ANOTHER PERSON)
Brian's computer hard drive crashed. He wants to reinstall his QuickBooks 2023 but the product code in CAMPS is for QuickBooks 2024. Experts should not disclose any license information over the phone. How will you help this customer find the QB 23 product code?
Walk them through installing QuickBooks Desktop Manager as it allows them to view product codes associated to their license.