Troubleshooting QuickBooks
Kim is getting "subscription has lapsed" error when trying to open their company file. How should we help Kim resolve this error? Select all that apply.
1. Walk her through updating their billing info inside CAMPS.
2. Sync license data online from QuickBooks Help menu
Which of the following QuickBooks Enterprise subscriptions offer Inventory Stock Status by Lot Number Report?
Both Platinum and Diamond
Expert: Thank you for calling Intuit QuickBooks Desktop support, My name is Dennis. Who am I speaking with today?
Customer: I got an email notice from you guys that my QuickBooks Enterprise 2023 will stop working. I just paid for renewal last week!
Are you telling me the software I bought is just going to stop working? I don't want to move to the Online version; I like my desktop setup. I am confused why I'm getting this email, what does this mean?
If the customer won't install QuickBooks 2024 upgrade by May 31, 2026 they will lose access to the following Intuit services, except:
A. Payroll
B. Payments
C. Bank Feeds
D. Access to Community articles
D. Access to Community articles
Agent: I understand you're calling today regarding the recent renewal notice for your QuickBooks Desktop subscription?
Customer: Exactly! My bill just jumped by $300 for the same software I’ve used for years. It’s ridiculous! I’m a small business, I can’t just throw money away like this. I’m seriously considering switching to something else.
To effectively de-escalate a customer, rearrange the sample verbiages below based on HEAT framework to handle difficult interactions.
I’m following you completely, and I totally understand.
As a business owner, every dollar counts and seeing a significant jump in the QuickBooks subscription price is a lot to absorb all at once.
I sincerely apologize for the impact this has on your budget.
What I can do right now is review your account and your current billing cycle. I can also check if promotions are available. How does that sound?
Customer: Hi there. My QuickBooks Premier Plus subscription just auto-renewed about a week ago, but I’ve decided to close this side of my business. I need to cancel the subscription, is it possible to get a refund for the charge that hit my card?
Expert: I’m sorry to hear you're closing that part of your business, I’d be happy to help you with the cancellation process.
Based on Intuit's refund policy, which refund option is applicable for this customer?
No Prorate or full refund based on the 60-day money back guarantee.
It is a QuickBooks utility that can help you determine whether or not your data file has become corrupted.
Verify Data
Leni needs to look back at last year's budget to forecast this year's profit and loss. Which of the following Enterprise features does she need?
Advanced Reporting
Kendrick just opened a new warehouse and wanted to track the expiration dates of their inventory items from both locations. Which Enterprise plans offers this feature?
Enterprise Platinum
Enterprise Diamond
Shannon received a notification about an upcoming price increase for her QBES Gold subscription, and understandably, she became very upset. She's now threatening to cancel the subscription and is not responsive to the options you presented. As an expert, what can you do to better address her concerns and find a solution that works for her?
Transfer to Saves ES
Below are the Enterprise cloud hosting packages, except:.
A. Premium
B. Core
C. Deluxe
D. Classic
A. Premium
What will be your troubleshooting steps to diagnose a potential data damage issue in QuickBooks Desktop?
Solution 1 Run the Verify/Rebuild Utility
Solution 2 Run QuickBooks File Doctor
Francis was asked by his accountant to provide a company financial report. He has two company files and wants to combine them into one report. Which of the following reports cannot be combined in QuickBooks Desktop Enterprise?
Audit Trail
TRUE or FALSE. In Data Services Escalation, the PIN to upload the company file to File Exchange can be sent together with File Exchange Upload Instructions email.
False
Select another category
NA
Your Tier 2 wants you to check the username associated to a primary email in CAMPS. Which DT expert tool will you use to find this information?
OII
Expert: Thank you for contacting Intuit. My name is Melissa. I'll be your QuickBooks Desktop Expert today. How may I help you?
Danica: Everything went dark during the storm, and now that the power is back on, none of my workstations can find the company file on the server. I heard I should run the Database Server Manager, but I don't really know what that's going to do. I also want it to restart automatically when we experience power outages.
Expert: I’m sorry about the outage, Danica, that’s always a stressful way to start the day. Think of the QuickBooks Database Server Manager as the 'translator' and 'security guard' for your company file. Its main job is to create a stable connection so the workstations can talk to the server safely. Simply running the Database Server Manager will resolve the issue, but anytime this PC powers off in the future you will experience the same issue. The best solution for this issue is to set up the services to automatically restart. Let me walk you through the steps on how to set it up.
Danica: Sounds good! Tell me what I need to do.
Following Solution 1 on Fix Error H202 manually, Organize the steps in setting up Services to restart automatically.
Open Windows Start Menu on your server
Right-click on QBCFMonitorService and select Properties.
Click Services application to open.
Find and double-click QuickBooksDBXX on the list. (XX notes your version of QuickBooks plus 10. Example: QuickBooks 2023 is QuickBooksDB33)
Select Automatic for the Startup type.
Make sure the Service status is either Running or Started. If it’s neither, select Start.
Select the Recovery tab.
Select Restart the Service from each of these dropdown menus: First failure, Second failure, and Subsequent failures.
Select another category
NA
Christine has remote technicians, and she wanted them to send real-time invoices. Which feature allows her technicians to do real time invoices?
Field Service Management
Below are the real time changes a customer can do in CAMPS, except:
A Update payment method
B Locate license number
C Change address
D Change Business Name
D Change Business Name
This QuickBooks Enterprise advanced inventory feature automatically takes those "extra" costs and spreads them across the value of your inventory items.
Landed Cost
Which type of data damage is characterized by errors originating within individual transactions or the links between them?
Link Damage
The Sales Order Fulfillment Worksheet is often the bridge between the office and the warehouse. If a customer is struggling with backorders, this is the specific tool that can help them, as it calculates exactly what can be shipped versus what is short on a per-order basis.
What is the correct click path to enable this specific feature in QuickBooks?
Click Edit > select Preferences> Items and Inventory> Company Preferences> Advanced Inventory Settings> Site Operations> Sales Order Fulfillment Worksheet
Expert: I understand you’re having trouble logging into your company file today. Just to confirm, are you seeing an 'Invalid Password' error, or is the login window not accepting your Admin credentials at all?
Customer: It’s the Admin password. I haven’t logged into this specific file in twelve months, and none of my usual passwords are working.
Expert: I know how stressful that is, especially when you have work to get done. Since you are using QuickBooks 2021 version, we’ll follow the company file password reset workflow based on
Customer: I already tried that, the email address that shows up is my old email that I no longer have access to. I also tried entering my new email but it says "QuickBooks couldn't find this email." I am stuck and I needed access to this company file.
TRUE or FALSE. This customer qualifies for Data Services password removal.
TRUE- Although Data Services generally only works on supported versions of QuickBooks, password removal is a notable exception.
Expert: Okay, I’ve helped you install the QuickBooks Tool Hub. Now, we need to run the 'Quick Fix my Program' tool. This will close all background processes and can take about 15 to 20 minutes to complete the repair.
Customer: Oh, I didn't realize it would take that long. I actually have a client arriving for a meeting in ten minutes. I can’t have my screen tied up while they're here. Can you call me after 3:00 PM once my office clears out?
Expert: I completely understand. We definitely don't want to interfere with your meeting. I'll schedule a callback so we can continue troubleshooting and make sure you can get back into your company file.
Customer: That would be perfect!
Based on the Customer Callback Process article, list the correct order of steps in setting up a callback event on a Salesforce case.
While in the Salesforce case, select the Related tab.
In the Open Activities section, select New Event.
Enter Customer Callback in the Subject field.
In the Type dropdown, select Call.
Select the start date and time for the call back. The time zone in Salesforce matches your geographical location, so make sure to select a time that works for your customer.
The Event Status will default to Scheduled. Don’t change it.
In the Description field, add the reason for the callback and details about their issue.
Thomas needs assistance updating his billing information for the upcoming renewal of his QuickBooks Desktop Enterprise Silver annual subscription on February 15, 2026. He's also disappointed about the new price changes effective February 1, 2026.
How should you effectively these price increase chat interactions, following the expert guidance from ATTN-14734-FY26 Price Increases for QuickBooks Desktop, Payroll, and Enterprise?
A. You can reactively clarify any questions the customer may have from the price increase notification.
B. Familiarize yourself the core price changes on the affected products.