Case Creation
What Asset do you need to choose in your case doc?
OEP
Sometimes when a customer calls in, you may not get a _______ and you have to search them up and start a new case.
Case pop
In Georgia, it’s illegal to eat what with a fork?
Fried chicken
what all can you see using smartlook?
just there Quickbooks account
Where can you find your tools?
Salesforce Agent tools
when documenting your case your description needs what 2 things?
Action and resolution OR Issue and resolution
If you need to send anything over to the customer you can go to the _____ tab under your case.
In California, you can’t legally buy a mousetrap without having what?
A hunting license
All of your cases must be ______ by the end of your shift.
Closed
What is 1 of the main things we use QBO admin tool for?
1. User access
2. Banking
3. Company Info
What part of your case does the customer see when they get there survey emailed to them?
Subject
If you choose your Asset correctly in your case you will be able to pull things in the _____ tab of your case to see prior payment history for there subscription, give discounts, and view billing details
Billing
What all does VCI (verification) Level 1 include?
1. First and last name
2. Email
3. Company ID
4. Company Name
On a ghost call how long do you have to wait to disconnect?
3 minutes
Where can you create banking incidents, Diagnose banking connections, or see banking errors
QBO Admin tool
The contact information as well as company name can be looked up by the _________ which you get when verifying
Company ID
What do you do when a call is either transferred out, a customer is cussing you out, or there is a ghost/disconnected call?
Close Internal
What was Marilyn Monroe’s natural hair color?
Red
What is our upper level support called?
Tier 2
What is OII mainly used for?
Account access and login issues
When the customer has a known issue that a ticket has been put in for, you can attach it to there case so you can get updates it is called a _________
Investigation
The _______ tab is used to boost sales by making suggestions that would better there business.
Recommendation Tab
What does VCI (verification) Level 2 include?
Everything including in Level 1 PLUS company address and EIN number.
What user role can see everything?
Primary admin/ Company admin
Name all 3 places you can see Help Panel in Salesforce.
1. In the drop down in the top right side
2. Under the Case in salesforce in the Help Panel tab
3. In Agent Tools