Tech Support Process By Catie Cotcher. Session Overview What to do if you have a Technical Issue What information should I check Errors Tips on calling.

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Presentation transcript:

Tech Support Process By Catie Cotcher

Session Overview What to do if you have a Technical Issue What information should I check Errors Tips on calling Technical Support What do I do if I do not get an answer (Complaints Procedure) Additional services available

I have a Technical Issue? There are 3 main areas that can cause issues to occur and they can be broken down simply to… Product, System, User Error We will establish what questions you need to ask to receive a concise answer and picture to your query

Product - QuickBooks What product is the client using? What release is the client using? Is the client receiving an error message? When was the last time a verify or rebuild was done on the file? Have you checked the log file? If so what errors are recorded if any? –Print this log if needed Are the files and program on the same machine? File History (Ctrl 1) where has the file been?

System What Operating System is the client using? Has your client installed any new software on their PC since the issue has started? Have you had any Windows or Security Updates? If running on a network/server environment, what type of environment is it? E.g Peer to Peer / Server etc

Errors What is the error message your client is receiving? When did the issue start to occur? Have you tried a verify and rebuild? Is this happening on all the machines if multiple users? Can you replicate the error message? Use the sample company… Have you tested the file on another system to see if it is installation specific? Have you checked the Knowledge Browser or Google? Have you tried portable backup restore? Have you resorted the lists?

Some Tips when calling Technical Support Have the clients Customer ID handy –Why? The support member can see the history of the client Have the full details of the issue available Know the details of the clients server and workstation (what are they running on) Know the details of the file Stick to the facts Deal with one issue at a time If you are ing support, include all the mentioned info, keep concise, not emotional

I haven’t got an answer to my question! What do I do if I do not get an answer? What do I do if I do not get a response? Who do I speak to if I have a complaint? What is the complaints procedure?

Additional Services Available AC List FaceBook Knowledge Browser Google FAQs