Salesforce
Salesforce is located where?
What is Expert Tools
Where do you access the Admin Tool?
What is Salesforce->Agent tools
How do you create a case under an account?
What is the arrow next to cases-> Create new.
What must be said during your opening statement.
What is Greeting, Product name (intuit QuickBooks online) & whom am I speaking with
How does a customer find their COID?
What are Control+ALT+? (Windows)
Command+ALT+? (MAC)
Gear Icon-> Profile-> Subscriptions & Billing.
This number is used to access an account?
What is COID (Company ID)
What Tab is used to verify customers?
What is Access Tab
What Information is required to open a case?
What is Offering, Type, & Area.
Is a customer allowed to record the call?
What is Yes they are.
How does a customer connect a bank for auto transactions.
Bank Transactions->Link Account
Where do you access internal Intuit articles?
What is Help Panel.
What is COID, Email, Business Name, Phone #, and address.
What two ways can you start a QBO Smartlook/screen share and what must be read or stated before connecting to the screen share.
What are
Customer goes to Gear Icon-> Tools-> Screen share-> Gives agent the code.
Agent-> screen share-> Send Code
How long can you keep a customer on hold & mute respectively?
What is 2 mins & 15 seconds.
What does the audit log contain?
A history of any changes made to the account.
Where do you look for Investigations at?
What is the difference between Company ID and Auth ID on a customer's account.
What is COID is attached to the company and Auth Id is attached to the customer.
When do you close a case internally?
What are a transfer that didn't take the case over
Disconnect prior to vci
Ghost Calls
How long can a customer keep you on hold?
What is 3 mins before attempting a callback or 5 mins if they call has been longer than 30 mins.
How do you get to your INTUIT Account from QBO?
How do you find your previous cases?
What is Navigation Tab-> Cases-> My Cases
What does Bank Error 185 indicate?
What is One time passcode error and or MFA error.
Halfway through supporting a customer through screen share they disconnect. During the callback attempts there is no answer. Do you close the case internally?
What is No because a screen share was conducted the case must be closed normally.
What two words must be said in the last 2 mins of a call?
What are Resolve and Survey.
Where do you go to connect third party apps to qbo?
Integrations next to contact experts.