Call Flow
Pre Migration
Post Migration
Case Documentation
Soft Skills
100

You must complete this BEFORE assisting the customer

Verification

100

The kind of user the customer MUST be logged in as

Primary Admin or Accountant 

100

We deliver this after the customer has migrated successfully

Guided Set UP 

100

You should leave DETAILED _______ behind for the next agent

CASE NOTES

100

You should show this towards your customers when they mention having an issue with QBO

Empathy 

200

You review these during your Prep Time

Case Notes

200

Tool used to locate your customer's Expiry Date

Admin Tool

200

If customer used Jobs in DT and are now using QBO Essentials, how will that data come over?

Sub Customers

200

What are the 6 different case statuses use for Pre & Post Migration Calls?

Pre Migration Call#
Post Migration Call Incomplete
Post Migration Call Complete
CB1
CB2
Did Not Connect

200

You should be doing this while the customer is talking

Active Listening 

300

We ask these to determine which Products & Services to offer our customers

Probing Questions

300

To migrate Payroll Data, your Check Date must be _____

MORE THAN 2 days old

300

You should compare these reports after completing the migration

P&L & Balance Sheet 

300

This information MUST be included in your Post Migration Case Documentation

  • Name of customer
  • What Topics Were Covered 
  • Next steps If Any
  • Any other relevant information (Blockers etc)
300

What is Empathy? 

The act of understanding where the customer is coming from and seeing things from their perspective

400

These 4 elements make up our Branded Closing 

1. Recap Email
2. Resolution Statement
3. Survey Pitch
4. Intuit Branded Closing Statement

400

Your customers file MUST be at or below ______ targets. If it is ABOVE you must ______.

750,000 & Condense

400

What Help Panel Article would you use if the customer has Unbilled Charges?

Delete customer with unbilled charges in QuickBooks Online


400

This information MUST be included in Pre Migration Case Documentation

  • Name of customer 
  • Migration Initiated (Y/N)
  • Homework Completed (Y/N)
  • If No where did the customer leave off/get stuck? (Enter the last step completed from the Answer key) 
  • Did you complete the homework on the call call or did the customer reschedule? 
  • Did the initial migration fail? (Y/N)
  • If a fail, what error(s) did you receive?
  • Were you able to resolve during the call?
  • Did you need to Escalate to Data Services?
    Any other relevant information (Blockers etc)?



400

What are the 4 As of Empathy?

1. Awareness
2. Acknowledgement
3. Action
4. Advocacy 

500

Please Recite the FULL Smartlook Disclaimer

  • This is a one-way video where I can not see you but you will see me.
  • Inform the customer to READ THE SMARTLOOK DISCLAIMER that pops up before clicking "Share Access".
  • I'll only be able to see your QuickBooks product and nothing else. You'll see my mouse point and gesture to help guide us through the session.
  • You can end the session at any time by clicking End Session that will appear once we're connected.
  • You'll be in control of the mouse so please stay at your computer while we are connected.
  • I'll end the remote access once we resolve your query
500

Four main queries used in Splunk

  • index=qbo COID Beanstalk
  • index=qbo ThreadID "AccountBalanceMetric"
  • index=qbo ThreadID "User Error Message"
  • index=qbo ThreadID Master AND Dumping
500

Information that should be entered after migrating an account with Payroll attached

Payroll History (Transfer to Payroll Department)

500

What are 5 possible Resources you would send to your customer via email for Pre Migration Calls? (50 BONUS POINTS for each additional answer)

1. Learn how features and data move from QuickBooks Desktop to QuickBooks Online (Help Panel Article)
2. Video Tutorials
3. What's new in QuickBooks Online
4. QuickBooks Webinar
5. Create and record checks in QuickBooks Online (Help Panel)
6. Download and use the QuickBooks Online desktop app (Help Panel)
7. QuickBooks YouTube Channel
8. Use the Condense Data utility (Help Panel)
9. File Dr
10. Request to be the primary admin or contact 

500

50 What are 3 things you can do to build Rapport with your customer? (50 BONUS POINTS for each additional answer)

1. Ask about the weather
2. Call them by their name
3. Ask what got them into this type of business
4. Ask about kids or pets you hear in the background
5. Check in often
6. Collaborative Words & Phrases (LET'S click here, Let's see what happens when WE do this)
7. Celebrate Victories (Great job! You just completed ____)

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