Show:
qbo
salesforce
Verification
Daily start-up
Kinda of important
100

What PRODUCT is this class training for 

QUICKBOOKS ONLINE CORE

100

What is the correct version of Salesforce we launch from the directory apps?

salesforce b2b production

100

What can you use to level one verify a customer

Name, email,phone number, company name, comp id

100

What is the portal address for Global Protect?

onevpn.intuit.com

100

What is the IVR phone number?

800-782-8411

200

What is the branded greeting for QuickBooks Online?

  • “Thank you for calling Intuit QuickBooks [product]. My name is [your name]. Who am I speaking with today?”
200

After opening Salesforce you notice that your tool menus are not correct. How do you correct your Salesforce workspace?

Top left of Salesforce select the nine dots and select ICS INTELLIGENT CONTACT. 

200

What can you use to level 2 verify a customer 

  • Company ID (Online), License Number (DT), CAN (DT) or Role (QB Time)
  • Business name
  • Business address
  • QB Time only: Company Identifier or QB Time web address
  • Phone number OR Email address (if not verified for Level 1)
200

what is the product support classroom training code in Estart?

36-006

200

What is your trainer's phone number?

3046013325

300

What does the acronym HEAT stand for?

Hear them out

Empathize

Apologize

Take action

https://help-content-sso.app.intuit.com/content/sbg/en-us/L86ET7xM9_US_en_US

300

What salesforce menu homes help panel?

Home drop-down top of salesforce. 

300

If  caller was verified using name, email and phone what can you use to 2nd level verify?

  • Company ID (Online), License Number (DT), CAN (DT) or Role (QB Time)
  • Business name
  • Business address
300

What user id do you use when logging into island?

Intuit id.

300

What do you do if you are late or going to be absent?

Call IVR line and email or text KASEY!

400

What is required in the last two minutes of every contact?

“Thank you for being a QuickBooks customer, [first name]. You may receive a survey based on the service I provided you today. Thank you and have a great day.”

400

What is the location and name of the menu that admin tool is located in?

Bottom of salesforce located under agnet tools-core tools 

400

What to do if the callers is not able to verify level one or 2?

We would only be able to support with non-account-related questions.

400

What is the correct Slack workspace?

intuit-care

400

Where do you check your schedules?

nice/iex

500

What does the acronym IDEAL stand for?

IDENTIFY,DEFINE,EXPLORE, ACT, LOOKBACK

500

When should you use a previouse case in salesforce versus open a new one?

When a contact calls in about a previous case issue you would use the same case. 

500

Should I verify a transfer call?

you shouldn't reverify the customer. 

500

What is the name of our intuit learning website?

Docebo

500

 What concentrix tool/site houses all of CNX policies?

Core