CaseWare
What do you do if a CaseWare engagement is in a 'PendingUpdate' status?
Gather the required information (add them to the description)
Assign/Escalate to the L2 Service Desk
See KB0014920
Which ticket status do you set after responding to a user (the issue is not resolved)?
On Hold - Awaiting Caller
Which category do you choose for a 'how to' question?
Inquiry/Help
Which KB do you use for a Laptop Replacement Request?
KB0043207 - Support Doc: Laptop Replacement Request
What is the Finesse password?
Password: 12345
See KB0016481
Which KBs do you use to fix an "LDAP Authentication Failed" error in CaseWare (Support KB and User facing KB)
Support Doc: CaseWare 'LDAP Authentication Failed' Message - KB0021240
CaseWare 'LDAP Authentication Failed' Message - KB0015743
How do you find the escalation path for a Configuration Item (CI)?
click on the i next to the Configuration Item
Which category do you choose for an error message?
Error/Alert
Which KB do you use to send a P3 notification email?
KB0021097 - Support Center P3 Notification Process for All Groups
What is the CCH Axcess Workstream Account Number?
Account Number: 148922
See KB0020293
What do you do if a user is requesting an Engagement Cleanup Request?
Let the user know about the user step KB, gather the required information, send the script, and escalate to L3 CaseWare.
See KB0046571
How do you find a P3 email address for an Assignment group?
click on the i next to the Assignment Group
Which category do you choose for a Password Reset?
Security
Which KB do you use if you need to troubleshoot Windows blue screen errors?
KB0012391 - Windows Blue Screen Errors Troubleshooting
What are the Service Desk Hours of Operation?
Service Desk Normal Business Hours:
See KB0014719
What do you do if an international (USI or USE) employee needs to be added to an engagement in MAPS?
Refer the user to the owner or administrator(s) of the engagement and have them add the employee..
See KB0033517
Which column do you use to send a message/email to the user?
Additional comments (Customer visible)
Which category do you choose if a user cannot connect to the VPN?
Connectivity
Which KB do you use for a 'Synchronization Conflicts Missing SmartSync Event' in CaseWare?
KB0012068 - CaseWare 'Synchronization Conflicts Missing SmartSync Event' Message
Where do you escalate a Laptop Replacement Request to?
L2 ACS/ L2 India Region
See KB0043207
How do you check for a CaseWare Data Store WITHOUT an open Engagement file?
Open CaseWare > File > Options > Data Store
See KB0038280
Why are detailed Work notes important?
So anyone working the ticket can see the troubleshooting steps that were completed and to avoid redundancy in troubleshooting.
Which category do you choose if a CaseWare Engagement is stuck in a 'Pending' Status?
Workflow
Which KB do you use if a user does not see client/entity selections in TWB 2.0
KB0046330 - TWB 2.0 User Does Not See Client/Entity Selections
My Suralink list is failing." Which Knowledge document would you use to solve this?
KB0049792 - Suralink List Failed to Create in EM