Company File Stuff
Walk us through a call when a customer wants to downgrade from Enterprise to Pro/Premier
Have they already purchased the Pro license? If not, then SAVES.
2 Templates: one for the case, one for T2
Customer is at File Doctor, ready to go before reaching out to T2
What are the two fastest workarounds to the error: "Not enough space to extract the package" when downloading quickbooks?
1 - Reboot the computer
2 - 7-zip
What do each letter in IDEAL stand for?
Identify
Define
Explore
Act
Look Back
What should you put for the IRV when activating a license?
IRV is the EIN and usually only needed for payroll licenses. You can leave it blank.
What should you always add at the end of a topic when doing a google search?
QuickBooks Desktop
Find the article to Void or Delete a Bill Payment. In that article it says what the difference between voiding & deleting is. What is that difference?
What can a customer download if they need access to their company file, but their subscription already expired or was cancelled?
A trial.
For extra credit, post the article
What should we do on our phone tool whenever PII is shared from the customer?
Pause the recording
Where are the three locations in Salesforce where you can activate a license?
LookUp License, the License Tab, or 10.1 License Management Tool.
For extra credit - which one is easiest??
When doing an Auto Data Recovery, what is the name of the folder you create?
QBTest
Your customer has damaged transactions in their file, causing data damage. Post the article to use, and the three steps you need to take to correct the issue
Run a Verify & Rebuild
Use the QBWin.log to find the damaged transactions.
Fix the broken transactions.
A customer is downloading QuickBooks on 12 computers. As an expert you should:
Grab coffee & a snack cause this is gonna take a while
Send them the download link and tell them to have their IT do it
Get it downloaded on their server, and 1 or 2 workstations and let them do the rest.
Get it downloaded on their server, and 1 or 2 workstations and let them do the rest.
Wrong answers ONLY:
If we have to go to the bathroom on our call, should we pause the recording, mute, continue the conversation from the bathroom, or tell the customer they're gonna have to call back?Continue the conversation from the bathroom or Tell the customer to call back another time!
When we change users, do we migrate or modify?
Modify.
Extra credit: When we go from annual to monthly billing, do we migrate or modify?
Everyone can answer: Type in Chat
What can you search Salesforce For??
Investigations
Past cases
Topics
Accounts
Contacts (email, phone, address)
What MUST be ran successfully in order for a customer to host a file in multi-user mode?
Database Server Manager.
It's a slow day and you've been in available for several minutes. What's something you could do in your downtime to help your fellow GBA's and continue learning?
Help in the Desktop Support Channel
A customer's issue is difficult for you to understand.
Should you:
A.) transfer to a manager B.) Immediately reach out to T2 so they can hop on glance and do the call for you C) continue asking questions and researching, D.) have the customer do a call back for another agent
C - ask more questions. Get on a glance, research key words
Your customer just added more users to their license, going from 3 to 5 but after syncing license data, their QuickBooks still only shows 3 users. Why and what do you do?
Adding/removing users only affects the current version. Get a T2 or SME to help you update the attributes for prior year versions.
Everyone can answer and get credit: Type in Chat
There are 7 places to look when researching. What are they?
Slack
Teams
Salesforce
Elevate
Help Panel
Your notes
When a customer needs to migrate their file from Desktop to Online, who should take on that call?
Migration Team
QuickBooks Online
QuickBooks Desktop Support Expert
QBDT Support Expert - YOU!!
Migration Team in exceptional circumstances.
Your customer is downloading QuickBooks, and after 20 minutes it's at 18%. What's your move?
Talk about your favorite donut shops.
Put your customer on hold, and tackle that pile of laundry while keeping an eye on the screen share
Tell your customer that as it seems this is going to take a while, you can send them an article on setting up QuickBooks and show them how to do a call back request if they need to.
Head to T2 to see if they can take over the call because doordash should be here in 20 minutes.
Tell your customer that as it seems this is going to take a while, you can send them an article on setting up QuickBooks and show them how to do a call back request if they need to.
TRUE OR FALSE
You receive a case pop but it's for an online account. You can proceed with the call without making a case
FALSE ALL DAY
Who is the billing department? Who researches charges, looks for discounts, sells products, modifies subscriptions and looks into refund requests?
You are!!
If you're researching a customer's issue, but aren't finding anything, what can and should you do BEFORE reaching out to T2?
Change your search terms
Look in another resource
Post in Support Channel
Ask your customer more questions