SALESFORCE AND CALL FLOW
ITEMS YOU CAN USE TO LOOKUP A CUSTOMER IN SALESFORCE
CAN (CUSTOMER ACCOUNT NUMBER)
PHONE NUMBER
TOOL USED TO LOOKUP ARTICLES AND INSTRUCTIONS FOR INTUIT PRODUCTS
PCG HELP PANEL
PINNED ITEMS IN SLACK CHANNEL
AT TOP OF CHANNEL CLICK ON 📌
TOOL PREPARERS CAN USE TO REQUEST DOCUMENTS FROM CLIENTS
INTUIT LINK
TOOL WE USE TO TRACK OUR TIME
eStart
ITEMS TO INPUT IF MANUALLY CREATING A CASE
PRODUCT
SUBJECT
EXPERIENCE
DESCRIPTION
CONTACT
TOOL TO LOOK UP EFILE STATUS
EFE CSI TOOL (FULL ACCESS) IN THE AGENT TOOLS MENU AT THE BOTTOM OF SALESFORCE
CHANNEL TO REQUEST A SUPERVISOR CALLBACK
#CNX-PCG-PTO-SUPCALLS
FEATURE ALLOWING THE IMPORT OF QUICKBOOKS ONLINE FINANCIAL INFO INTO PTO
PREP FOR TAXES
PROGRAM WE USE FOR COMPANY EMAIL
Zimbra DR
FIRST STEP WHEN AN IVA CASE POPULATES
VERIFY THE CAN, CONACT AND CUSTOMER INFO, AND CHANGE THE DESCRIPTION
LOCATION OF SURVEY RESULTS IN SALESFORCE
HOME TAB IN THE MY CASES WITH VOC WIDGET
CHANNEL TO POST IN WHEN YOU CHANGE YOUR PHONE TOOL STATUS
#CNX-PCG-TRAFFICJAM2
WHERE TO SEND E-SIGNATURE REQUESTS
FILE RETURN TAB
CLIENT AUTHORIZATION E-SIGNATURE
LOCATION IN ESTART TO TRACK ATTENDANCE POINTS
TIME & ATTENDANCE > AGENT ATTENDANCE HISTORY
CLOSING A CASE IN SALESFORCE
IN THE CASE CLICK CHANGE STATUS AND THEN SAVE
WHERE TO ASK FOR HELP FROM T2
IN YOUR CASE > T2 CHAT TAB
CHANNEL TO POST IN IF YOU NEED THE HELP OF A SME (SUBJECT MATTER EXPERT)
#CNX-PCG-PTO
FEATURE ALLOWING CREATION OF A CURRENT YEAR RETURN FROM DIFFERENT SOFTWARE
CONVERT DATA
ONLY AVAILABLE FOR PRIOR YEAR TO CURRENT YEAR
SITE WE USE TO SEE OUR WORK SCHEDULE
NICE/IEX
WHEN TO REQUEST A SUPERVISOR CALLBACK
ONLY IF THE CUSTOMER REQUESTED (NEVER SUGGEST!) AND YOU HAVE ALREADY ATTEMPTED TO DEESCALATE THE SITUATION WITH THE HEAT METHOD
MARKING A CASE INTERNAL
IN CASE OPEN THE DETAILS TAB AND GO TO CASE INFORMATION AND CHANGED THE ORIGIN DROPDOWN TO INTERNAL. THEN CLICK SAVE
LOCATION TO SETUP SLACK NOTIFICATIONS
CLICK ON YOUR PROFILE PICTURE AND SELECT PREFERENCES. NOTIFICATIONS WILL BE THE FIRST CATEGORY
WHERE TO SAVE A RETURN AS A PDF
FILE RETURN TAB > PRINT TO PDF
TOOL TO USE TO REVIEW COACHINGS OR CORRECTIVE ACTIONS
PULSE