Multiple Answers
A customer is unable to find a transaction in QuickBooks Online to match their bank feed transaction to. What might be the cause of this?
There is no corresponding transaction in QuickBooks to match it to.
AND
The QuickBooks transaction was created for a different account.
True or False: You can initiate a screen share session without first verifying your customer’s identity.
False
A customer recently lost access to their Intuit account and was unable to regain access through the account recovery process. What will happen to their company subscription?
The subscription remains active. They can complete a form to submit an admin claim request and change the company's primary admin user.
When troubleshooting customer issues, how can you effectively use your QuickBooks test account to determine the root cause of an error?
Duplicate the customer’s issue to see if you get the same error.
Expert: Thank you for contacting Intuit. This is Jasmine, your QuickBooks Online expert. How can I help you?
Customer: I'm not very familiar with QuickBooks Online, so I was hoping you could help me review the last reconciliation I did on my account.
Expert: Sure, I can help you review the previous reconciliation on your account. Let's take a look together.
Once you've successfully verified the customer account, which steps should you follow to assist the customer?
You can review your previous reconciliation by navigating to the settings, selecting 'Reconcile,' then choosing 'History by account.' From there, use the dropdown menu to select the date range and the specific account you wish to review.
A customer calls and wants to cancel their QuickBooks subscription. What are the correct steps to cancel it?
Transfer the call to the Saves Team.
AND
Navigate to the Gear Icon > Subscription and Billing > Cancel.
True or False: If you are trained in QuickBooks Online (QBO), you are authorized to answer billing questions related to QBO.
True
A customer has forgotten their QuickBooks account password. What is the first website they should visit to start the process of getting back into their account?
Customer calls and says bank transactions are not being automatically downloaded from the bank. What tool would you use to see the bank connection?
QBO Admin Tool
Customer: Hi, I need some help with sending invoices every month to a customer.
Expert: Certainly, I can assist you with that. Just to confirm, are you aiming to schedule your invoices to be sent to customers on a monthly basis automatically?
Customer: Yes. Do you have that option?
Expert: Absolutely! I can help you set up what we call recurring invoice.
After successfully verifying the customer's account, which steps should you follow to assist the customer?
Go to Sales> Select "Invoice"> Create a "new invoice"> Tick "make recurring"> Customize the recurring invoice schedule to "monthly" > Then click "save"
Which of the following statements about SmartLook screen sharing in QuickBooks Online is NOT true?
SmartLook allows experts to control the customer’s desktop to resolve issues.
AND
SmartLook is available on both desktop computers and mobile devices.
Experts can view the customer screen using Glance on any mobile device?
False
After canceling his QBO account, the customer wants to know if he can still view his data.
What details are you going to provide the customer?
You will have read-only access to your data for a year if you deactivate your QBO account.
The customer previously attempted account recovery and the request was denied by Intuit.
When looking at the customer's account in OII, you see that the personal details of the customer are blank.
What should be our next step to assist the customer?
Inform the customer that they will need to create a new Intuit account using a new email address.
The customer is asking if she can customize the Purchase Order Form format.
What information will we provide her?
That Purchase Order formats are set. You won't be able to customize them.
Which subscription billing frequencies does Intuit provide for Quickbooks Online customers? (Select all that apply)
Monthly
AND
Annually
Expert: Thank you for contacting Intuit. This is Aero, your QuickBooks Online expert. How can I help you?
Customer: I just received a notification that my payment for my QuickBooks Online subscription was declined. I'm not sure what went wrong, but I need help resolving this issue as soon as possible.
Expert: Sure, I apologize for the declined payment on your QuickBooks Online subscription. Let me go ahead and check what we can do to resolve this issue.
Customer: Thanks, and by the way I received an email saying my payment didn't go through. Can you help me understand why so I can take care of it?
What are the potential reasons for a customer's card being declined?
Invalid account number
AND
Billing Address in QuickBooks Online does not match the address on your credit card statement
AND
Expired credit card
Issuing bank will not electronically authorize the credit card
AND
Over-limit or past due
A customer cannot find any matches for a transaction in the bank feed. How can they enter the missing transaction?
Manually add the transaction into QuickBooks if it still does not appear after checking other possibilities.
The QuickBooks Admin Tool is an Expert Resource available for you. Which of the following best describes a primary function of the QuickBooks Admin tool?
It helps experts examine customer account details and troubleshoot specific issues.
Customer: Hi there, I need some help updating my card for my QuickBooks Online subscription as it just got expired.
Expert: Absolutely! I can help you with updating your card details. Do you have the card details ready?
After confirming that the customer has the card details ready, where should the expert route the customer to update the billing card details.
Log in to QuickBooks Online > Go to Settings > Select "Subscriptions and billing" > Click on the "Billing details" tab > Select "Edit billing information"
Experts have access to several tools to assist customers effectively. Which of the following tools can be used to enhance the support experience and improve customer satisfaction?
Intuit Assist
AND
SmartLook
AND
Help Panel
The QuickBooks Admin Tool assists with various contact drivers. Which of the following areas can this resource help you with?
Bank Feed
AND
Billing
AND
User and Access
Customer: My bank says I'm being billed by Intuit and don't know why. What's going on here?
Expert: Are you using Quickbooks Online or have you used it before?
Customer: I tried a trial once but that's it. Never paid for it or anything.
Expert: Okay, let's see what we can do to help you out.
After researching the problem, what would the expert suggest the caller do next?
Use the intuit charge look up tool
Customer is trying to upload banking transactions via CSV file. What are the steps to do this?
Transaction tab > bank transactions > link account > upload file
Customer: I'm trying to find a report that shows some information about my company's balances. Can you help me?
Expert: Absolutely! Is there a report that seems to be close to what you're after?
Customer: The Balance Sheet report is close, but it only shows current values, and I'd like to see transactions specific to my customers.
Expert: Okay, let's take a look at the Balance Sheet and see if we can modify it to suit your needs.
After getting on screen share, where should the expert take the caller to make changes to the report?
Navigate to Reports > Balance Sheet > Click Customize