New Onboarding
What do you do when you receive a new client?
What is...complete a welcome call within 3-5 business days
What should be confirmed before sending to mapping ?
What is...
coded for GL service / Validated
COA/Class list attached
Posting options are setup
welcome call completed
When do you solve an on-boarding case ?
What is...
After a follow up call is completed separate from the training
What Field should you fill in after speaking with the client ?
What is ...welcome call completed
What do we need to setup a client with a custom file ?
What is...
coded for advanced custom interface/Report Writer
Sample file
If you left a message for the client, what steps should you do next ?
What is...
send a welcome email laying out exactly what needs to happen next
When reviewing the chart of accounts how do you handle a client that needs departments setup?
*Multiple Choice Question*
What is...
A. Have them contact their Payroll Specialist to setup their departments
B. Send an email with the client letting payroll know they need departments
C. Transfer the client to their payroll specialist
If a client is not interested in setting up the service what should you do?
What is...
Enter reasons client does not want service field
Note the account and close case
When a client is ready for mapping name the steps performed to RR the case?
What is...
setup status= Initial Mapping
setup status notes if any
enter Follow up date
Status= In-progress initial mapping
From the case RR to mapping team
How Long can a op103 request take to create?
What is... up to 15 business days
How many days do you have to contact a new client ?
What is...
2 business days
What should you set the follow up date to when sending to mapping?
What is ...
up to 2 weeks
When the client completes the training what should you NOT do ?
What is ...
A. Close the case as solved
B. Transfer to support
C. Enter GL Onboarding completed & GL Graduation Call completed fields together
How do you document a communication you had with the client ?
What is...
In the notes section you can log the call with date and details
How does adding the Advanced Custom Interface affect a clients account ?
What is...
Additional $300 one-time fee
What status should your case be in if you are waiting for the clients Chart of accounts?
What is...
In progress/In progress client delay
When the mapping is completed what happens next?
What is...
send the mapping reports
schedule client for call to review
If a client does not want the GL training what should you do ?
What is...
enter client declined training Date on case
enter client declined training reason on case
you may close out case and send training materials
**attach any notes to case from client
When a client is setup with Quick Books Online Integration what 2 fields need to be filled in ?
What is...
Accounting Software= Quick Books online
Exporting Reporting Utilized= Intuit Link & Sync
Who Submits the op103 Form ?
*Multiple Choice*
What is ...
A. The client
B. The payroll Specialist
C. IC
What info is discussed during a clients welcome call ?
What is...
Accounting software
COA/Mapping
File type- Import/ Manual /custom entry depending on software
If a client hasn't scheduled a training what do you do ?
What is...
Call to follow up
Send a follow up email
up to three attempts
What is the difference between Adeptia and Report Writer ?
What is ...
These are both custom files
Adeptia= is sent via secured email
Report Writer= saved in custom analytics section in flex
What should be included on the Op103 request (aside from the typical client contact info)?
What is...
Sample file
Attachable OP form including all file details (columns, format, breakouts etc. )