What does UDAS stand for?

• User Data Application System

• User Damage Address System

• Umbrella Dancing Among Snakes

• Understand Data Application System

HEAT is used for de-escalation?

• True

• False

What does HEAT stand for?

• Handle Empathy Action Tier 2

• Hear Empathize Apology Talk

• Hear them out Empathize Apologize Take Action

Which of the following are probing questions for the U in UDAS?

• What steps are you taking that produces this error?

• Why is the umbrella purple?

• How many QB users does this happen for?

• Why does it happen for this user?

• Blue and Yellow

What is the proper branded closing?

• Thank you for calling Intuit have a great day!

• Thank you for calling! Have a great day!

• Thank you! Bye!

• Thank you for calling Turbotax! Have a great day!

What does IDEAL stand for?

• Identify Determine Emphasize Act Lead

• Identify Define Explore Ask Lead

• Identify Define Explore Act Look Back

• Identify Determine Explore Act Look Back

What is the most important part of te D (Define) in IDEAL?

• Agreement with your team lead on the solution

• Agreement with the customer on troubleshooting steps to take

• Agreement on the UDAS portion that is causing the issue

• Both green and yellow

The A in IDEAL is where you send the customer off to fix their own issue

• True

• False

The I in IDEAL is where UDAS comes in

• True

• False

HEAT increases the customers confidence in your ability to assist them

• True

• False