1
What does the I in IDEAL stand for?
Identify
What does the U stand for in UDAS?
User
Under Agent tools, what tool can you use to reset the Intuit password?
Oii
What does the E in IDEAL stand for?
Explore
Instead of Slack, what messaging system do we use?
Microsoft Teams
What does the T in HEAT stand for?
Take action
What does the L stand for in IDEAL
Look Back
What does the S stand for in UDAS?
System
What tool would we use for taking phone calls?
CCP
What does the A in IDEAL stand for?
Act
What VPN should we be connected to while at work?
Global Protect
So you don't have to troubleshoot blind, what way can we see the customers screen?
GLANCE
What is our greeting statement?
Thank you for calling Intuit, My name is ___ your QuickBooks Desktop Expert, How can I help you?
What does the A in HEAT stand for?
Apologize
What 2 ways can you have the customer go to Glance.
What does the D stand for in UDAS?
Data
How should you handle an "angry" customer?
Use HEAT
What does the D in IDEAL stand for?
Define
What is our closing statement?
Thank you for calling QuickBooks, you have a great day!
What does the A stand for in UDAS?
Application
What does the E in HEAT stand for?
Empathize
What is the first thing you should ask for when gathering customer information?
License Number
What does the H in HEAT stand for?
Hear them out
How do you change the customer's user name in Salesforce?
YOU NEVER CHANGE THE CUSTOMER INFORMATION IN SALESFORCE! :) REFER THEM TO CAMPS
What does CAMPS stand for?
Customer Account Management Portal