How do I help this person?
A pro reports they were denied a QB Money account.
What is, transfer them to QB Money so they can file an appeal?
A pro says they have been trying ID proofing repeatedly for days and can't get it to work. They don't want to try any troubleshooting steps.
What is no, don't transfer?
(ATLAS has no insight into ID proofing. You, on the other hand, can look in Splunk and Nova to see why it is failing, and give them some guidance on best practices. If the pro won't do troubleshooting now, we can set a time for them to try later with a callback or in the concierge zoom.)
A pro says they were denied a QB Money account, and they already spoke to QB Money but didn't have a resolution.
What is, yes, transfer to QB Money!
(At least for now. We are researching other possible escalation paths, but at the moment this is the only option.)
These are two things you must do after taking every call.
What are, close the Salesforce case and use the Log a Call workflow?
This is one type of job the pro cannot have if they want to participate in TIP.
What is, any job at Intuit?
A pro tells you they completed ID proofing but haven't received an email yet. This is the FIRST thing you should do.
What is, check the Splunk reports to confirm whether the pro has actually passed ID proofing?
A pro received the email to go into production, but accidentally deleted it and wants another copy.
What is, no, don't transfer?
(You can use the workflow in the ATLAS channel to request it be re-sent without transferring).
A pro is having trouble entering the token for their QB Money account.
What is, no, don't transfer!
(QB Money support doesn't assist with this, and we have good troubleshooting steps in the wiki.)
These are three things you need to do when you receive a call that has to be transferred to ATLAS.
What are, complete the ATLAS transfer workflow before transferring, close the Salesforce case, and use the Log a Call workflow?
These are two specific requirements for the pro's EFIN document that is uploaded.
What are,
- The information must match other information provided such as business name, address, and EIN; and,
- The document was produced within the past 12 months?
A pro can't get Glance to work and is having a hard time describing what is going wrong.
What is, send them to the concierge zoom room?
A pro set up their Quickbooks account, but now can't remember the login or password.
What is no, don't transfer?
(The pro should try the self serve account recovery. If that failed, this could go to QB Money support, but wouldn't go to ATLAS).
A pro has a Quickbooks account in their personal name and another one for a client and wants to know if they need a QB Money account for their business to get paid for TIP.
What is, no, don't transfer?
(This is easy: yes).
What is none?
(Note: We are working on trying to develop an alternative process, but it is not live yet.)
Pros must provide proof of having this type of insurance to participate in the program.
What is E&O (also known as professional liability) insurance?
A pro calls in and says they forgot their password. There is a first step to take, and a second step if the first one fails.
What are,
1. Provide the password reset link, and if pro is unable to self serve,
2. Transfer to ATLAS and complete the transfer workflow.
A pro is having trouble getting the VPN to install. Basic troubleshooting does not resolve the issue.
What is, yes, transfer to ATLAS!
A pro says they are trying to sign up for QB Money, but are only seeing an option for a paid Quickbooks account. They only want the free QB Money account.
What is, no, don't transfer!
(There is an answer in the wiki).
Name three written resources that are available to assist you with providing support to TIP pros.
What are: the call guide, the onboarding playbook, and the wiki?
(We may accept other answers on a case by case basis)
These are any four of the thirteen states where a pro cannot live to participate in TIP.
What are any four of: Oregon, Washington, Colorado, Nebraska, Hawaii, Wisconsin, Illinois, New Jersey, New York, Connecticut, Vermont, Massachusetts, New Hampshire?
A pro wants to disenroll from the program.
What is, refer them to their sales person?
A pro thinks their computer is infected with a virus and won't boot.
What is, no, don't transfer?
(ATLAS doesn't support the pros' own hardware. The pro may need to call a computer repair service.)
A pro thinks they should have received payment for a return, but it's not there.
What is, this is a trick question?
We don't know the escalation path for this yet.
What is, pros gain confidence in our support and experience customer delight?
These are the two tools that are used to perform background checks on the pros.
What are Checkr and WorldCheck?