IDEAL
2 types of Roadmap
ROTA and OTA
What do we call the screen sharing tool inside salesforce?
Glance
What type of issue is the question “How do I enter transaction on my account?
Level 1 issue
Which sensitivity level applies to a QuickBooks Desktop license number?
Secret
What two things should you have ready before you begin installing QuickBooks Desktop?
Your product number
Your license number
How many minutes is allowable to put your customer on hold?
1-2 minutes
Where do we find articles and helpful resources inside salesforce?
Help panel
What things are required to complete Level 1 verification?
License, First and last name, and one additional piece of account information
Which one piece of info must always be documented in the call notes as part of Level 1 VCI?
Verified account user’s first and last name
Which operating system versions are supported for QuickBooks Desktop installation?
Windows 10 and 11
what are the elements of Firm hand shake
Customers Issue + Customers Goal + Agreement
What do we call the AI that helps Experts in looking for Resources and articles?
Intuit Assist
Which tool can Expert use for client verification?
Salesforce
Which principle applies when handling PII: Always verify, never ______?
Supply
Name at least two types of network setups described in the article for installing QuickBooks Desktop.
Express install (for a single computer)
Custom or network install (for multiple computers or servers)
What IDEAL stands for?
IDENTIFY
DEFINE
EXPLORE
ACT
LOOKBACK
This is a part of the Case where experts will see the Summary of their interaction.
Guidance
Which sensitive information must never be repeated back to the customer?
Personal Identifiable Information (PII)
Which sensitivity level applies to a company name?
Low or Public
Which of the following is the default install option recommended for new users with only one computer?
Express Install
What Question should we ask to the Customer in order to make sure the Issue or concern has been resolved?
IR Spiel: have I resolved your Issue today?
This is where the Expert see the customers Details and product in Salesforce.
Customer Account
If the customer asks “Can you tell me the last charge I processed?”, what level is the issue?
Level 2 issue
Which sensitivity level applies to full or partial EIN, ITIN, or SSN?
Highly Sensitive
What must be done after installing QuickBooks on a Computer for the first time to ensure it is installed properly?
Reboot