Mock Calls or Chat Scenarios For CET and PST

Scenario 1
Issue
Resolution
Information
Turn off MFA

Person
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Scenario 1
Turn off MFA
Cannot turn off MFA
Agent needs to deliver difficult message to the customer that we are not able to turn off MFA once it is turned on. You can ref
email: christiannoel.dasmarinas@concentrix.com
Business name: Christian Noel QBO Test Account (Plus)
Cx Name: Christian
CO ID: 9130348125691616
Turn off MFA

Script Score
Thank you for messaging Intuit Quickbooks Online this is _______ how can I help you today? 5
Thank you for messaging Intuit Quickbooks Online my name is _____ who do I pleasure
speaking with? 5
I would like to turn off the Mutli-Factor Authentication on my account.
I am sorry to hear that, let me help you 5
I am sorry to hear that but don't worry I will do my best to help you 5
Thank you
Before we begin, can I have the email address and the name of the business please? 5
Email is christiannoel.dasmarinas@concentrix.com, business name is Christian Noel QBO Test
Account (Plus)
Thank you for all the information you provided 5
You're welcome
I will be asking you questions as we go along with the process to make sure that we both are on
the same page, okay? 5
That's fine
Let me see if I’ve understood your concern correctly, you wanted to turn off the Multi-Factor
Authentication on your account is that right? 5
Yes
Thank you for confirming that, let me check my resources here to check how to fix that. Can I
put you on hold for 2-3 minutes? 5
Okay
By the way while waiting, how's your overall experience with Quickbooks so far? 5
The experience is good, it's just that the multi-factor authentication is getting annoying recently.
Thank you for that good feedback. By the way thank you for waiting, I can see here that once
we turn on the Multi-Factor Authentication feature on the account we are not able to turn it off.
The system will warn you about this before turning this on. For more info, you may click this link 5
to check an article about Multi-Factor Authentication:
https://quickbooks.intuit.com/learn-support/en-us/help-article/account-management/
additional-login-confirmation-code-change-account/L3cxV1lk0_US_en_US?uid=l62h2lv1
Ok hold on let me check that

Sure, take your time please 5
Ok, I think I'm all good now. Well, thanks for checking on this
You're welcome, is there anything else? 5
No that's it
Have I fully resolve your concern for today? 5
Yes you have
Right after our conversation a survey will be sent to your email, the survey is for me on how I
assisted you. 5
Okay, I'll take care of that. Thanks again and goodbye
If you need further assistance please don't hesitate to contact us back. Once again this is
_______ from Intuit Quickbooks Online and have a nice day! 5
Useful Links:
• Additional login and confirmation code to change account information
Lets Omit this question

Scenario 1
Issue
Verbatim
Resolution
Information
Log In Issues
Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Scenario 1
Customer is in Australia and cannot receive the 2 factor authentication code in her phone because his phone
number is US Based.
I cannot log in to my Quickbooks Account, I am not in US and I can’t receive the log in code in my phone.
ff
If the customer’s answer is Yes, agent needs to proceed to do Email change request and choose only the “phone
number”
CO ID: change.
123145820933784 ,
email: jsoetanto@cloudera.com,
company name: Cloudera Foundation, Inc.
Log In Issues
Script
Thank you for contacting Intuit Quickbooks Online, this is ___________ how can I help you today?
I can’t login to my account, I can’t get the code sent to my phone number because I am in Australia and my US
phone is not working
I am sorry to hear that, but don’t worry let me help you get back to business
Thanks
Before we begin, can I have the email and the name of the business please?
Email is jsoetanto@cloudera.com , Business name is Cloudera Foundation, Inc.
Thank you, let me go ahead and pull up your account real quick just give me a moment
Ok sure
By the way I will be asking you questions as we go along with the process to make sure that we both are on the
same page, okay?
Okay no problem
Just to make sure we are on the same page, you can’t log in to your account because the code needs to be sent
to your phone number, and your phone is not working because you are not in the US territory is that right?
Yes that’s right
Thank you for that, unfortunately since Quickbooks Online is a US based software, our system only accepts US
phone number for the verification code. Do you happen to have a relative that is in the US right now? You can use
their phone number for the meantime just to get the code so you will be able to log in to your account. If you are
first time logging in to Quickbooks using a new browser, it will really requires you to have the code, but after that,
next time you log in, you will not be prompted to the code thing again.
Yes I have a brother who is in US right now, how can I change my phone number to his phone number?
For that, you need to process Email change request, but select only the Phone Number change option.
Ok, how can I do that?
Here’s how to process it, please click on this link: https://quickbooks.intuit.com/learn-support/en-us/accounting/
recover-your-account-when-you-can-t-sign-in/00/601370. Just follow the instruction and lastly, you need to upload
a picture of a valid ID.
Ok, thank you for that, after I upload the ID, when can I log in to my account?
After you upload the ID, our back end team will review the request and it will take up to 1 business day, we’ll send
you an email confirming that the request has been processed.
Ok thank you so much
You’re welcome, is there anything else that I can help you today?
No that’s it
By the way how's your overall experience with Quickbooks so far?
Everything is good except the fact that I am not able to get the code to log in.
Thank you for that feedback, have I resolve your issue or concern with your full satisfaction?
Yes you have.
Right after our conversation, a survey will be sent to your email. The survey is for me on how I assisted you
Okay sounds good. Thank you again and goodbye for now
Alright, if you need further assistance please don’t hesitate to contact us back, thank you for messaging
Intuit Quickbooks Online and have a nice day!
Not a test account
Inactive in SDC
Last contact : 08/11/21
Score
Scenario 2
Issue
Verbatim
Resolution
Information
Log In Issues
Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
o2
Login Issue, customer receives error “log in failed”, Customer is in facebook website instead of quickbooks website
I can’t log in to my account, it says log in failed. I was able to log in yesterday but why can’t I log in today?
Give the correct Quickbooks Login website
CO ID: 9130349345473226 ,
email: christiannoel.dasmarinas@concentrix.com ,
company name: Christian Noel Dasmarinas Test Account (Simple Start).
ssues
Script
Thank you for contacting Intuit Quickbooks Online this is ________ how can I help you today?
I can’t log in to my account, it says log in failed. I was able to log in yesterday but why can’t I log in today?
I am sorry to hear that, but don’t worry let me help you log in to your account today.
Ok, thank you
The email is christiannoel.dasmarinas@concentrix.com, my company name is Christian Noel Dasmarinas Test
Account (Simple Start)
Thank you for that, let me go ahead and pull up your account real quick, just give me one moment
Ok, thank you
By the way, I will be asking you questions as we go along with the process to make sure that we both are on the
same page, okay?
Okay that's fine.
I have successfully pull up your account here. Is this the first time you encounter this error ?
Yes, I was able to log in yesterday.
What I’m going to do is I will send you a password reset link to your email. After you reset your password, try to log i
again
Ok sure, send me the password reset now
Alright, I just sent it to your email, can you check it for me?
Ok, I just receive it, hold on let me reset my password
Sure go ahead please take your time
I just reset my password, but still I can’t log in to my account, it says Login Failed.
I see, may I know what website you are in right now?
It says facebook
Oh, that is why you can’t login to your Quickbooks Online account because you are on facebook.
Oh, I see. Where can I log in to my Quickbooks Account?
please go to qbo.intuit.com, or you can go to quickbooks.intuit.com and hit the sign in button and enter your login
credentials
Ok, hold on let me try that link
Sure, go ahead please I’ll hold on
Alright, I am able to log in to my account now. Thank you for your help
You’re welcome, is there anything else that I can help you today?
No that’s it for today.
So far so good, the support really is helpful
Thank you for that good feedback, by the way right after our conversation a survey will be sent to your email and tha
is for me on how I assisted you
Okay great. Thanks again and goodbye
Alright, if you need further assistance please don’t hesitate to contact us back, this is _________ from
Intuit Quickbooks Online, have a nice day!
Scenario 3
Issue
Verbatim
Resolution
Information
Log In Issues
Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
3
Login Issue, needs to do Master Admin Claim Request
I need to log in to my account, my previous accountant quit the job and did not give me the company login
Have the customer process Master Admin Claim
CO ID: 9130349345473226 ,
email: christiannoel.dasmarinas@concentrix.com ,
company name: Christian Noel Dasmarinas Test Account (Simple Start).
sues
Script
Thank you for messaging Intuit Quickbooks Online, this is _______ how can I help you today?
I need to log in to my account, my previous accountant quit the job and did not give me the company login
I am sorry to hear that but don't worry I'll do my best to help you
Thank you
I think the email is under my accountant and that is christiannoel.dasmarinas@concentrix.com, and the
business name is Christian Noel Dasmarinas Test Account (Simple Start).
Thank you for that information, let me go ahead and pull up your account here
Okay
I have successfully pull up your account, by the way I will be asking you questions as we go along with the
process to make sure that we both are on the same page, okay?
Okay that's fine
Do you happen to still have a way that you can contact your accountant and give you the log in credentials?
No, we are not in good terms when he left
I see, sorry about that. What you need to do now to get your account back is to process Master Admin Claim
Request
Ok, how do I do that?
This is the link where you can process and submit the request:
https://quickbooks.intuit.com/learn-support/global/intuit-account/request-to-be-the-master-admin-or-primary-
contact/00/695176. The turn around time is 7-10 business days because our back end team needs to review
all the information that you will be sending. We will just send you an email once done
Ok, hold on let me check that
Sure take your time please
Ok, I don't have the documents now maybe I'll do it later. Thank you for your help
You're welcome, is there anything else that I can help you with?
No that's it
I don't have that much experience because my accountant is doing the stuffs but overall it's a great app and I
love the interface.
Thank you for that feedback, by the way right after our conversation a survey will be sent over to your email.
That survey is for me on how I assisted you.
Okay I will take care of the survey for you. Thanks again and bye for now
Alright, if you need further assistance please don't hesitate to contact us back. Once again this is ________
from Intuit Quickbooks Online and have a nice day!
Scenario 2
Issue
Resolution
Information
Login Update
Person
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Scenario 2
Agent needs to educate the
Login (Master Admin Claim) customer to contact Master Admin or do Master admin claim if
unable to contact Primary Admin. Please refer to this comunity link:
Customer does not have access but mentions that he is the new owner of the account.
https://quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-
primary-admin-contact/L2P0XAUIT_US_en_US?uid=l62mp5xr
Cx Name: Lino Dasmariñas
CO ID: 9130348125691616
Login Update
Script Score
speaking with? 5
Hi I'm Lino the new owner of Christian Noel QBO Test Account (Plus) but my access is still an
admin and I want to be able to log in as the Primary admin.
Thank you
Account (Plus)
You're welcome
That's fine
Let me see if I’ve understood your concern correctly, you wanted to change your role in
QuickBooks Online to Primary Admin is that right? 5
Yes
Thank you for confirming, if I may ask do you have a way to communicate with the previous
owner of the account? 5
No
Thank you for confirming that for me, let me check my resources here to check how to fix that.
Can I put you on hold for 2-3 minutes? 5
Okay
So far the software is good and it makes it easy for us to do accounting rather than doing
manually and it really helped us save time.
Thank you for that great feedback. I am really touched to hear that we are able to help you
focus more on your business and it motivates us to improve our product further. By the way
thank you for waiting, since we don't have a way to contact the previous owner I can see here
that you can process a Master Admin Claim instead so that we can have our back-end team
change your role to Primary Admin, to do that you can follow the detailed process on this link
since they still need to verify the account:
https://quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-
primary-admin-contact/L2P0XAUIT_US_en_US?uid=l62mgprg 5
Ok, I think I'm all good now. Well, thanks for letting me know.
No that's it
Yes you have
assisted you. 5
Scenario 3
Issue
Resolution
Information
Login Update
Person
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Scenario 3
Customer is not able to login because of OTP sent to either phone number or email does not
Login (Email to
have access Change Request)
the previous email and phone so wants to change the current email address to
the new one.
Agent needs to educate the customer to do ECR.
Cx Name: Christian
CO ID: 9130348125691616
Login Update
Script Score
speaking with? 5
Hi I'm Christian and I need help logging in to the account since I don't have access to my email
and phone number anymore.
Thank you
Account (Plus)
You're welcome
That's fine
Let me see if I’ve understood your concern correctly, you wanted to change the current phone
number and email address on the account is that right? 5
Yes
Thank you for confirming that for me, let me check my resources here to check how to fix that.
Can I put you on hold for 2-3 minutes? 5
Okay
It was really great recently until I lost my phone and I am not able to login anymore.
Thank you so much for your feedback, No worries I am here to help you out with your login
concern, I also experienced before not being able to login my social media account so I
definitely know how it feels. As per checking here you need to process Email Change Request
which has a turn-around time of 1 business day. To process the Email Change request so that
you can change your Email and Phone number on file, you can open this link:
https://quickbooks.intuit.com/learn-support/en-us/help-article/intuit-account-settings/recover-
account-sign/L367nlElJ_US_en_US?uid=l62pinxh 5
Ok, I think I'm all good now. Well, thanks for letting me know.
No that's it
Yes you have
assisted you. 5
Scenario 1
Issue
Verbatim
Resolution
Information
Charge or Fee Inquiry

Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
nario 1
Refund Request
Customer was charged for $15 as he accidentally created a new acount instead of reactiviting his trial account
I need a refund for the $15 charge of my account.I thought I`ve paid for the free trial version which hold my current d
expired today but I don`t need two accounts.
Agent needs to ask to log in to accounts.intuit.com; choose products and billing and cancel the Simple Start. Therea
a refund in his end once the invoice is posted.
CO ID: 9130351060689886 ,
email: cfisher99@icloud.com, company name: ArtWorks Oriental LLC
rge or Fee Inquiry

Script
Thank you for messaging Intuit Quickbooks Online, this is ________ how can I help you today?
I need a refund for the $15 charge of my account.I thought I`ve paid for the free trial version which hold my current d
expired today and I don`t need two accounts.
I am sorry to hear that but no worries let me track and verify it for you
Thank you
Before we begin, can I have the email address and the name of your business please?
My email is cfisher99@icloud.com and the business name is ArtWorks Oriental LLC
Thank you, let me pull up your account here please hold on
Okay
Thank you for waiting. I can see here that your trial version has expired today and you have subscribed to simple sta
you`ve mentioned, right?
Yes , I have all the data under my free trial account and I need it tomorrow
Thank you for confirming. Don`t worry , I can definitely help you with this. Can you log in to your account?
Yes, I'm chatting from here
Great! Just to set proper expectation moving forward, we need to resubscribed to the trial account for us to continua
account instead of subscribing to new subscription as it will automatically create a new account.
That make sense, but it says that I need to pay for $80 for . It`s too expensive considering that the business is not fu
pandemic.
I understand, everyone is affected by the pandemic and businesses could possibly be not easy in generating more
we have more affordable plans ready for you; suitable for your business. Here are the plans the you can choose:
https://quickbooks.intuit.com/pricing/
I see, I`ll have the simple start for now but I badly need the data restoration feature. You can still add it right ? I`m w
feature.
As much I love to add it for you but certain features are only compatible with the specific plan they are under. I`m afr
only have the data restoration feature if we are subscribed to QBO advance. The good thing is you can always choo
upgrade anytime you prefer.
That make sense, I think I need to downgade for now and perhaps upgrade when the business is ready.
Sounds great! So what we need to do is to cancel your new subscription and process a refund. Thereafter, we will re
downgrade your plan.
That sounds good.
Awesome! To cancel your new subscription, please log in to accounts.intuit.com. On the left side click on the Produc
the one with Simple Start>cancel the acount. Let me know once you are done cancelling the new account.
It`s now cancelled.

Alright! It's already pending cancel. Can you see an invoice under your "view payment history"?
There`s no invoice yet
I see the same here on my end. We need that to process the refund, but don't worry though, once it is already poste
away. You may use this link to process the refund on your end, once the invoice is already posted: https://quickbook
support/en-us/intuit-refund-requests/how-do-i-request-a-refund-for-my-quickbooks-product/00/434450 . It will be refl
the charge was made just today.
Thanks! I hope they refund me as I won't use it.
Don`t worry , it does qualify for the refund. I can also keep this case open until you get the refund.
Sounds good, thank you. So now to reactivate the June's one, I need to pay $80 and downgrade?
Yes, after the you have resubscribed and downgraded you will see a system generated message that in case the ch
you will be credited back the excess amount you`ve paid.
Why the downgrade starts from $30?
Since you already had the 30-day free trial after the trial period, you will have the regular price moving forward. At th
subscription you can choose either the 30-day free trial or the 50% off for the first three months. We can't have both
worth it.
I see, thanks for your help
You’re welcome, it`s my pleasure to help. Is there anything else that I can assist you with today?
None for now, I think I`m good
Have I resolve your concern for today?
Yes
Thank you for being a very good partner to work with. You will receive a short survey after this call.
Thanks!
Thank you for choosing Intuit Quickbooks Online. This has been __________, you have a wonderful day ahead.
Not a test account
Active in SFDC
Score
Scenario 2
Issue
Verbatim
Resolution
Information
Update Billing Info

Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
cenario 2
Update billing information, customer is not the Master Admin
I cannot update my billing subscription though I am the owner of the account.
Customer needs to contact the Master Admin and update the billing. Only Master Admin access can make changes
CO ID: 123145820933784 ,
email: akett@cloudera.com, company name: Cloudera Foundation, Inc.
pdate Billing Info

Script
I cannot update my billing subscription though I am the owner of the account.
I am sorry to hear that, did you receive any error messages or error codes ?
It says that I am not authorize to perform this action
Let me check your account to verify what is happening why you can’t update your billing.
Ok thanks
To be accurate and make sure we'll be working on the correct account, may I have the following:
Company ID number
Company name
Email on the account
You`re speaking with My email is akett@cloudera.com, business name is Cloudera

Thank you, let me pull up your account here please give me one moment
Ok sure
I have successfully pull up your account here, can I put you on hold for 2-3 minutes as I further check your account w
update the billing information?
Yes sure
Thank you
Thank you for waiting, as per checking your account, the reason why you can’t update billing information is because
Admin or the Primary Admin of the account. You need to log in as the Master Admin because that is the only access
in the subscription.
This is ridiculus, I am paying for quickbooks and your telling me to ask someone`s permission? This is my own busin
don`t have access?
I totally understand where you coming from. If you don`t mind me asking, did you create the account yourself or som
My wife created it for me since I was on business trip that time.
I see, that`s the reason why your wife is set as the master admin while you are the authorized user. Don`t worry, we
First, you can get your wife`s log-in to updte the billing info right now if it`s urgent. Second option, we can process a
the master adm role will be transferred to you moving forward. Either way that is more convenient to you, we will be
Well, that makes sense, I think I’ll just wait for my wife to come back home later and have her do that.
Wonderful, is there anything else that I can help you with today?
No that’s it, thanks for checking it.
Have I resolve your issue or concern with your full satisfaction?
Yes you have.
Alright, by the way right after this conversation a survey will be sent to your email.
Sounds good, thanks again and bye for now.
You’re welcome, if you need further assistance please don’t hesitate to contact us back, this is _______ from Intuit Q
nice day!
Not a test account
Active in SFDC
Score
Scenario 3
Issue
Verbati
m
Resolu
tion
Inform
ation
Change Payment Method
Person
Agent
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Custom
er
Agent
Agent
Scenario 3
Payment option is not valid
I’ve been trying to update my card on file for 2 hrs now and it says to contact support, what is happening? Can you u
behalf? I am starting to lose my patience on this.
Agent needs to educate the customer on what are the payment methods we accept for a Quickbooks Online Subscr
follow KB ID1771009
CO ID: 9130350823416046 ,
email: ShabbyChicVIP@gmail.com,
company name: Shabby Chic Boutique
Change Payment Method
Script
Thank you for messaging Intuit Quickbooks Online this is _______ how can I help you today?
Thank you for contacting Intuit Quickbooks Online, this is ______ how may I assist you today?
Thank you for messaging Intuit Quickbooks Online my name is _____ who do I pleasure speaking with?
I would like to use my paypal to pay my Quickbooks Plan but it says Invalid payment option
I see, don't worry I'' be more than happy to assist you with that
I am sorry to hear that, let me help you
I am sorry to hear that but don't worry I will do my best to help you
Thank you
Before we get started, can I have the Company ID, email, and business name please?
You're welcome, May I know the company ID, the email, and the name of the business?
Before we begin, can I have the email address and the name of the business please?
Email is christiannoel.dasmarinas@concentrix.com, business name is Christian Noel QBO Test Account (Plus)
Thank you for that

Thank you, I got it now
Thank you for all the information you provided
You're welcome
Just a head's up, I will be asking you some questions througout the conversation okay?
Just to set your proper expectation, I may need to ask you some questions throughout this interaction to make sure we are on
okay?
I will be asking you questions as we go along with the process to make sure that we both are on the same page, okay?
That's fine
I just wanna verify, you want to use your paypal for your Quickbooks Online subscription is that correct?
Let me see if I’ve understood your concern correctly, you wanted to use your paypal account to pay for your subscription is th
Yes
Thank you for that, can I put you on hold for 2-3 minutes? I just need to check my resources on how to fix that
Thank you, is it okay if I put you on hold for 2-3 minutes to check my resources on how we can deal with that?
Thank you for confirming that, let me check my resources here to check why you are receiving that error. Can I put you on hol
Okay
Thank you, while waiting if I may ask, how's your experience with Quickbooks so far? Specially when it comes to customer serv
By the way while waiting, how's your overall experience with Quickbooks so far?
The experience is good, the system really is user friendly and easy to access
Thank you so much for that awesome feedback. By the way thank you for waiting, I can see here that we still do not accept Pa
method for your subscription. For more info, you may click this link to see the available payment option for Quickbooks Online
https://quickbooks.intuit.com/learn-support/en-us/intuit-billing-updates/subscription-payment-options-for-quickbooks-online
Thank you for that good feedback. By the way thank you for waiting, I can see here that we still do not accept Paypal as a paym
your subscription. For more info, you may click this link to see the available payment option for Quickbooks Online:
https://quickbooks.intuit.com/learn-support/en-us/intuit-billing-updates/subscription-payment-options-for-quickbooks-online
Not a problem, go ahead please

Okay, go ahead please
Sure, take your time please
Ok, I think I need to use a credit card or debit card. Well, thanks for checking on this
You’re welcome, do you still have other concerns that I can help you with?
You're welcome, is there anything else?
No that's it
Have I fully address your concern for today?

Have I fully resolve your concern for today?
Yes you have
After our chat, there will be a survey that will be sent to your email and that is for me on how I assisted you
Right after our conversation a survey will be sent to your email, the survey is for me on how I assisted you.
If you need further help, please reach us out by going to your help menu. Once again this is ___________ from Intuti Quickboo
a nice day!
If you need further assistance please don't hesitate to contact us back. Once again this is _______ from Intuit Quickbooks Onli
day!
Not a test account
Inactive in SFDC
Score
Scenario 1
Issue
Verbatim
Resolution
Information

Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
nario 1
Customer was charged for $500 on Aug. 6 2021 and does not know what this charge is. Description of the charge is
Cleanup”
I was charged for $500 on my bank last Aug6 and it says this charge is for Quickbooks.
Agent needs to ask the Date, Complete Description, and Amount of the charged in the bank statement, and check th
account under billing if there is a charged on the cx account that is exactly the same on what is posted in the custom
*or agent can ask the customer to go to chargelookup.intuit.com then fill out the necessary information there to know
the card is.
CO ID: 9130351060689886 ,
email: cfisher99@icloud.com, company name: ArtWorks Oriental LLC
rge or Fee Inquiry

Script
I was charged for $500 on my bank last Aug 6 and it says this charge is for Quickbooks.
I am sorry to hear that but no worries let me track and verify that charge for you
Thank you
Before we begin, can I have the email address and the name of your business please?
My email is cfisher99@icloud.com and the business name is ArtWorks Oriental LLC
Thank you, let me pull up your account here please hold on
Okay
Thank you for waiting, I have pull up your account. May I know the Date, Full Description, and the amount of charge
Bank Statement?
Date is August 6, 2021, Description is “Quickbooks Live Cleanup”, and the amount is $500
Thank you for that, I have verified that the charge is for your Quickbooks Live Bookkeeping, do you remember purch
Ahh I see, yes I remember that. Well, I think I’m all set knowing what this charge is
Alright, is there anything else that I can help you with today?
No that’s it, thanks for confirming the charge
It has everything that I needed. The features and also the bookkeeping team really helps a lot
Thank you for that wonderful feedback, have I resolve your concern for today?
Yes you have been very helpful
Right after our interaction, a survey will be sent to you and that is for me on how I assisted you today.
Wonderful, thanks again and goodbye
You’re welcome, if you need further assistance please don’t hesitate to contact us back. This is _______ from Intuit
have a nice day!
Not a test account
Active in SFDC
Score
Scenario 2
Issue
Verbatim
Resolution
Information
Downgrade Subscription
Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
rio 2
Downgrade, customer is not the Master Admin
I want to downgrade my subscription, I have read the steps on how to do it in the community but I cannot find the Bi
tab.
Customer needs to contact the Master Admin and have the account downgraded because only Master Admin acces
in the Billing.
CO ID: 123145820933784 ,
email: akett@cloudera.com, company name: Cloudera Foundation, Inc.
grade Subscription
Script
I want to downgrade my subscription, I have read the steps on how to do it in the community but I cannot find the Bi
tab.
I am sorry to hear that, let me check your account to verify what is happening why you can’t find a way to downgrad
Ok thanks
My email is akett@cloudera.com, business name is Cloudera Foundation, Inc.
Thank you, let me pull up your account here please give me one moment
Ok sure
I have successfully pull up your account here, can I put you on hold for 2-3 minutes as I further check your account w
to downgrade the plan?
Yes sure
I can say that it's user friendly and easy to access. All you need is a good internet connection and you’re good to go
That's good to hear, anyway thank you for waiting, As per checking your account, the reason why you can’t log in is
the Master Admin or the Primary Admin of the account. To downgrade it, you need to log in as the Master Admin be
access who can make changes in the subscription.
Ahh ok, that makes sense, I think I’ll just wait for my wife to come back home later and have her do that.
Wonderful, is there anything else that I can help you with today?
No that’s it, thanks for checking it.
Have I resolve your issue or concern with your full satisfaction?
Yes you have.
Alright, by the way right after this conversation a survey will be sent to your email and that survey is for me on how I
Sounds good, thanks again and bye for now
You’re welcome, if you need further assistance please don’t hesitate to contact us back, this is _______ from Intuit Q
have a nice day!
Not a test account
Inactive in SDC
Score
Scenario 3
Issue
Verbatim
Resolution
Information
Update Payment Option

Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
io 3
Customer wants to update the card on file but the account is under In_Collection status in Admin Tool
lose my patience on this.
Agent needs to educate the customer that the status of the account is In_collection: It means that the system is still
Customer and also the agents cannot make changes to the account, we need to wait for the In_Collection status to
in the Billing like upgrade or update the card on file. Or check the meaning of the status by following this KB ID1835
CO ID: 9130350823416046 ,
email: ShabbyChicVIP@gmail.com,
company name: Shabby Chic Boutique
e Payment Option
Script
lose my patience on this.
I am very sorry for the inconvenience but don’t worry, I am here to help you with that.
Ok Thanks
Before we begin can I have the email and the name of the business please?
My email is ShabbyChicVIP@gmail.com, and the business name is Shabby Chic Boutique
Thank you for that information, let me pull up your account here please hold on
Okay
I have successfully pull up your account, please give me 2-3 minutes as I further check why you can’t update the ca
Ok no problem
Overall experience is good, I am still learning this software. I use to have the desktop version of this.
Thank you for that, please continue to hold as I am still further checking the account.
Okay no problem
Thank you for waiting, as I further check your account, I can see here that the account’s status is under In_Collectio
billing attempt failed for some reason. When this happens, a grace period is granted and we'll attempt to collect paym
9th, 13th, 18th and 25th day after the first billing. In the event none of these six attempts are successful, the accoun
27th day. We send an email to the customer informing them the first payment failure and of each subsequent attem
if that is the result. To refrain the account from being suspended, the card on file must be up to date and there must
subscription.
Will my information be deleted once my account is deactivated or Inactive or cancelled?
No, once the account got cancelled or deactivated, we retain your information and transactions within 1 year. On thi
card in order for it to be renewed.
Ok then, I think I’ll just need to wait for the status to be lift.
I hope I’ve explain it to you clearly, is there anything else that I can help you with?
Not this time
Have I address or fully resolve your issue for today with your full satisfaction?
Yes you have.
Thank you for that, by the way a survey will be sent to your email right after our conversation and that survey is for m
Okay, bye for now
Thank you again for understanding, if you need further assistance please don’t hesitate to contact us back. Once ag
Intuit Quickbooks Online and have a nice day!
Not a test account Inactive in
SFDC
QBOA : status changed
Score
Issue
Resolution
Information
Account Cancellation
Person
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Agent needs to Educate the customer on what will happen when the account is cancelled and help the customer cancel the ac
CO ID 9130349430666476
Business Name: Team Tiff Inc (Simple Start)
Customer email: hydentiffany@gmail.com

Customer Name: Tiffany
Transcript
Thank you for contacting Intuit Quickbooks Online, this is __________ how can I help you today?
Hi! Thank you for messaging Intuit Quickbooks Online, this is ___ how can I assist you today?
I would like to cancel my service. How can I do that?
I'm sorry to hear that we will be parting our ways, may I know what's the reason why you are terminating the service?
I am very sorry to hear that. If I may ask, what's the reason why you are cancelling your account?
My business is close due to pandemic and I will not be using Quickbooks for the meantime
I am sorry to hear that, let me help you cancel your account but first things first, can I have the company ID, email, and the bu
I see, let me help you cancel your account but before anything else, can I have the email and the business name please?
Yes, the email is hydentiffany@gmail.com and the business name is Team Tiff Inc
Thank you, I got the information I needed now
Thank you for that
Thank you for the information you provided
You're welcome
By the way going back to your concern, here's how to cancel your account: Open a web browser on your computer, not a mob
as master admin user.>>>Select Settings ⚙ and then Account and settings.>>>Go to the Billing & Subscription tab.>>>In the Q
or Cancel online. If you're cancelling a trial, select Cancel trial.>>>Follow the onscreen steps.
By the way going back to your concern, please click this link to see the step by step procedure on how to cancel your account:
support/global/cancel-products-or-services/cancel-your-quickbooks-online-subscription/00/381943
Okay hold on let me check that.
No worries! once you're account is completely cancelled, you can still log in to it for 1year but it's for viewing purposes only.If
just need to go to the Billing and Subscription page and update the payment method or card on file
Sure, and by the way once you're account is completely cancelled, you can still log in to it for 1year but it's for viewing purpose
account unless you will renew your subscription. After 1 year if the account was not renewed, our system will wipe out all you
itself.
Okay , thanks for informing me that. I think I'm all set.
Wonderful, by the way how's your overall experience with Quickbooks specially when it comes to customer service support?
Alright, by the way how's your experience with Quickbooks so far?
It's good, there are minor technical errors but it can be resolve.
That is good to hear! Have I resolve your concern for today?
Thank you for that feedback. Have I resolve your issue for today?
Yes you have
After this chat, you will receive a short survey that will be sent to your email and that survey is for me on how I assisted you
Right after our conversation there will be a short survey in regards on how I assisted you.
Thank you for that, by the way right after our conversation a survey will be sent to your email and that is for me on how I assis
Okay thank you again and goodbye
Thank you! If you have concerns don't forget to reach us out by clicking your help menu. Once again this is ____ from Intuit Qu
Alright, if you need further assistance, please don’t hesitate to contact us back. This is _____ from Intuit Quickbooks Online, h
Active Account
Not a test account
Score
Issue
Resolution
Information
Account CancellationAccount cancellation. N

Person
Agent
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Agent
Customer
Agent
Agent
Account cancellation. Not the Master Admin
Customer needs to get in touch with the Master Admin and have the Master Admin cancel the account
Email prv.larkos@gmail.com
Customer Name: Clark
CO ID 9130348125691616
Company Name: Christian Noel QBO Test Account (Plus)
Account CancellationAccount cancellation. Not the Master Admin

Transcript
Hi! Thank you for messaging Intuit Quickbooks Online, this is ______ who do I pleasure speaking with?
Hi! Thank you for messaging Intuit Quickbooks Online, this is ___ how can I assist you today?
I am trying to cancel my Quickbooks Online account but I can't seem to know how
I will be more than happy to help you with that
I am very sorry to hear that, don't worry let me help you
Thank you
Before we begin can I have the email and the name of the business name please?
Before we get started, may I know the Company ID, email, and Business name please?
Can I have the email address and the business name please?
The email is prv.larkos@gmail.com, and the business name is Christian Noel QBO Test Account (Plus)
Thank you, give me one moment as I pull up your account here
Thank you for the information you provided, let me pull up your account here please give me one moment
Thank you so much, let me pull up the account real quick
Sure that's fine
If I may ask, what's the reason why you are cancelling your account?
I have successfully pull up your account here. May I know what's the reason for your cancellation?
The business was sold and we won't be using Quickbooks anymore.
I am very sorry to hear that, here's how you cancel your account: Open a web browser on your computer, not a mobile device
Master Admin>>>Select Settings ⚙ and then Account and settings.>>>Go to the Billing & Subscription tab.>>>In the QuickBoo
Cancel online. If you're cancelling a trial, select Cancel trial.>>>Follow the onscreen steps.
I see, thank you for that information. By the way here's the step by step procedure on how you can cancel you account, kindly
https://quickbooks.intuit.com/learn-support/global/cancel-products-or-services/cancel-your-quickbooks-online-subscription/
Okay hold on let me try that
Not a problem, by the way how's your experience with Quickbooks? Specially when it comes to customer service support?
Sure. By the way how's your experience with Quickbooks so far?
Overall it's a very useful tool for accounthing. So far so good
Thank you for that terrific feedback!
That's good to hear!
Wow thank you for that feedback.
I tried following the instructions but I cannot find the billing and subscription tab
I see, please hold on for 2-3 minutes as I check my resources here to help us deal with the concern
Let me further check your account here, can I put you on hold fod 2-3 minutes?
That's kinda weird, can I put you on hold for 2-3 minutes as I further check your account?
Okay
Hi! Thank you for patiently waiting, the reason why you can’t cancel the account is because your access is only Admin access.
using the Master Admin's Credentials.
Thank you for waiting, the reason why you can’t cancel the account is because your access is only Admin access. To cancel an
Admin's Credentials.
Ahhh I see, okay that's fine. I will just reach out to my boss. Thanks a lot
It's my pleasure to help, is there anything else that I can assist you with?
Alright, I hope I've been a great help. Is there anything else that I can help you with?
You're welcome, anything else?
No that's it
I hope I resolve our issue with your full satisfaction
Alright, have I fully resolve your issue for today?
Have I resolve your issue for today?
Yes you have
After this chat, you will receive a short survey that will be sent to your email and that survey is for me on how I assisted you
Right after our conversation there will be a short survey in regards on how I assisted you.
Alright, right after our conversation a survey will be sent to your email. The survey is for me on how I assisted you
Okay no problem I will take care of that. Goodbye for now
Alright, if you need further assistance, please don’t hesitate to contact us back. This is _____ from Intuit Quickbooks Online, h
If you need further assistance, please don’t hesitate to contact us back. This is _____ from Intuit Quickbooks Online, have a ni
Test Account
Score
5
5
5
5
Issue
Resolution
Information
Account CancellationAccount cancellation. Not the Master Admin

Person
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Customer
Agent
Cancellation
customer wanted to cancel the account since he was told that he will be able to create a bill and vendor on his current subscri
Simple Start.
Agent needs to educate customer that her current subscription don't have the option to create a bill or add a vendor and that
Email: mohammadsadzraikhar.sarahadil@concentrix.com
Business Name: Hashira Shinubo
Cx Name: Julia Sarahadil
CO ID: 9130349371114696
nt CancellationAccount cancellation. Not the Master Admin

Transcript
Hi, this is Julia. And I wanted to cancel my account because you guys have been scamming me.
I am sorry to hear that you think that way Julia, but I assure you that we are not scamming you. Can you tell me why you said
You guys informed me that I can create a bill and add my vendor on the account, then the other lady who emailed me says tha
my plan and now you wanted to charge me more. I think you are getting enough money from me and I wanted to cancel the a
I apologize for the inconvenience Julia, but let me pull up your account first so that I can check on it.
Okay.
Can you please provide your company name, your full name, email address on file and your company ID?
Okay, it is mohammadsadzraikhar.sarahadil@concentrix.com and the company name is Hashira Shinubo. The company ID is 9
Sarahadil
Thank you for that one Julia. Just give me 2-3 minutes to pull up your account here and check on it. Just stay on the line and w
Sure.
Thank you for staying with me on the line Julia, I have checked our account and you have the QuickBooks Online Simple Start.
creating bills are not an option with this plan. But you can upgrade to QuickBooks Online Essentials that will allow you to do th
So see, the previous agents have told me that I can do these with my current account and now you are telling me that I don't?
I am sorry that the previous person that you have talked with had misinformed you but rest assured that the things you want
QuickBooks Online Essentials if you want to upgrade now.
No, I think I am done with you people. I want to cancel the account now!
So sorry to hear that but if you wish to cancel the account, you can go to Gear Icon >> Account and Setting >> Billing and Subc
cancel the account on that page.
Okay, I'll do that now.
Sure, just take your time and let me know once you have cancelled the account so that I can make sure that it is all good and c
Okay, I think I cancelled the account.
Got it. Let me just go ahead and check on that one for you here. Please give me 2-3 minutes to check on it.
Okay!
Thank you for waiting on the line Julia, as per checking it here the account has been successfully cancelled and you will not be
Okay, thanks
Great! Is there anything else that I can assist you with? Have I resolved your concerns for today?
Yes, thank you!
You are welcome! After this conversation you will receive an email survey. If you need further assistance please don't hesitate
Julia from Intuit Quickbooks Online and have a nice day!
Active Account
Score
5

Mock Calls or Chat Scenarios For CET and PST

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Mock Calls or Chat Scenarios For CET and PST

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Scenario 1

Turn off MFA

Turn off MFA

Ok hold on let me check that

Lets Omit this question

Give the correct Quickbooks Login website

Have the customer process Master Admin Claim

Charge or Fee Inquiry

rge or Fee Inquiry

It`s now cancelled.

Update Billing Info

pdate Billing Info

You`re speaking with My email is akett@cloudera.com, business name is Cloudera

Change Payment Method

Change Payment Method

Thank you for that

Ok hold on let me check that

Not a problem, go ahead please

Have I fully address your concern for today?

Yes you have

Okay, I'll take care of that. Thanks again and goodbye

Charge or Fee Inquiry

rge or Fee Inquiry

Update Payment Option

Business Name: Team Tiff Inc (Simple Start)

Customer email: hydentiffany@gmail.com

Account CancellationAccount cancellation. N

Customer Name: Clark

Account CancellationAccount cancellation. Not the Master Admin

Account CancellationAccount cancellation. Not the Master Admin

nt CancellationAccount cancellation. Not the Master Admin

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