# data[].attributes.headline
Horas del !! al 24 de marzo aplicadas en el pago de la segunda quincena de Marzo

# data[].attributes.subject
Horas del !! al 24 de marzo aplicadas en el pago de la segunda quincena de Marzo

# data[].attributes.attachment_link.readable_text
Chats Templates 

//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// 

Opening:

Hi, Thank you for that information, my name is _____. Allow me a moment while I check your account.

Hi, I'm _____ from Quicken Customer Service, how can I help you todayâ

Thank you for contacting Quicken. My name is ______ with whom do I have the pleasure of speaking with today?


//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// 
 
Closing: 

It seems that you have stepped away from our chat, I will need to close the current chat window. Thanks for contacting Quicken Support, have a nice day!.

It has been a pleasure, at the end I'll send you an email with the ticket number of our chat, and a quick survey. If you have the time to fill it in and give me a high score I'll really appreciate it. And thanks for contacting Quicken support, have a great day!

Is always a pleasure, and thanks for contacting Quicken support, have a great day!

//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Online Banking

Backup:
- To be safe let's start making a backup: Click File at the top left corner
- Then click on "Copy or backup file "
- Create Complete Backup 
- And click "Save backup".



Share Screen:
Is it ok if we share the screen so we can both figure it out?
Thank you, so then please click the "Help" tab at the top of Quicken, then click "Screen Share" > Click "I agree", and provide me the 6 digit code you will see.



Collect FI and Connection type:
I want to collect some information about your account:
- Go to "Tools" at the top > Account List > And click "Edit" to one of the accounts from this bank.
- Click the "General" tab, and let me know what it exactly says in the "Financial Institution" field?
- Then click the "Online services" tab 
- And let me know what is the Connection type available? "Express Web Connect", or "Direct Connect".



Deact/react an account:
Ok, so we will refresh the connection of your account within your file.
- On the left side of Quicken click the account that is not updating.
- On the upper right corner click the gear "Actions" button > And select "Edit Account Details".
- Then click the "Online services" tab.
- Click "Deactivate" and wait for it to deactivate.
- Then click the "General" tab and delete what is written in the "Financial institution" and "Account number" fields.

- Then to reactivate: Click the "Online Services" tab and click on "Set up now".
- That will take you to the bank list. > Select your bank name > Continue, and sign in with your bank's credentials.
- If it works, you will see the account available to link. Let's make sure that the action is set to "Link to an existing account" to avoid duplicating it and then continue.



Limpia con Xilca (CC800 y troubleshooting matador para OLB issues intensos):
We will follow a few steps to make sure that your Quicken file is completely disconnected from your bank, so I can refresh the connection to it from my end.
- In Quicken go to "Tools" at the top > Account List.
- At the bottom left corner click "Options" and make sure that the "Show financial institution" column is checked.
- Also at the bottom left corner IF there is a box for "Hidden accounts" check it (If is not even there, that's ok, there is nothing hidden. Go to the next step)
- Then, pay attention to the "Financial Institution" column, ANY account that is connected to *bank name* we should deactivate (Click Edit > Online services > Deactivate > Go to General and Delete the "FINANCIAL INSTITUTION" and "ACCOUNT NUMBER" fields)
- Then repeat those steps to all of the accounts you may have in your "Account list" that connects with **Bank name**. so let's make sure to disconnect also, old or closed accounts that may have, connected to this bank.

AGENT NOTES: 
- Vas a saber que esta funcionando bien porque las cuentas del account list van a quedarse como "Not available" en donde iba el nombre del banco.
- Deact ALL the accounts from that bank (If you leave even only one of them connected to EWC, DC or just with the FI name on it, this troubleshooting will not work)



Reactivate an account: 
- Then click **Set up now**
- That will take you to the bank list. Type in yourbank, and continue to sign in.
- If it works, you will see the account available to link. Let's make sure that the action is set to "Link to an existing account" to avoid duplicating it and then continue.



Update now:
First let's generate the error one more time:
- Click the account you use the most from this bank, at the left side of Quicken.
- Click the gear "Actions" button at the top right corner of the register > And click **Update now** > That will attempt to update just one single bank, and let me know if it works, or if it shows an error code such as CC-501 or something else?



Reset account:
- Go to "Tools" at the top of Quicken.
- Account list
- Click "Edit" to the affected account, and select the "Online services" tab.
- Then click the "Reset Account" button.



Log Files (Old Steps):
- Click "Help" at the top.
- Select "Log files"
- Then click the first one, **OFX Log** and click "Save as" on the lower right corner.
- Choose to save it in the desktop, and click "Save"
- Now, also from the log list, click the third one **Connection Log [CONNLOG.TXT]**
- Then click "File" at the top. > âSave asâ > And save it to the desktop too.
- Do the same to save the logs: **Cloud Sync log** and **Customer central error logs**


Log Files (New Steps):
I want to collect the logs that Quicken generates. These have more informaiton about the error that Quicken is getting when trying to connect to the bank.
- So now, please click the "Help" tab at the top.
- Select "Report a problem"
- In the category dropdown select "Bank download errors"
- Uncheck the screenshot box.
- And click the "Send to Quicken" button. When is done sending, let me know.

Ok thank you, so I'll review the log files on my end to find out more information about the error with the connection. Allow me one moment please.

//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Getting Started & Tech


Manual Uninstall Quicken:
- First, make sure that Quicken is completely closed.
- Then go to the **File Explorer** on your computer (Yellow folder icon)
- Go to This PC > Local C Drive > Open "Program Files (x86)" folder > Then locate a "Quicken" folder in it, and delete it (Right click > Delete the entire folder).
- Then go to the "View" tab on the File Explorer, you will see a pane with different options, locate on the right hand side one that is called **"Hidden Items"** and put a check mark on it.
- Then navigate to: This PC > Local C Drive > Open the "ProgramData" folder (It looks grayed out) > Locate a "Quicken" folder in it and delete it completely.
- Until you completed those steps, go to "Quicken.com/activate" > Click "I'm installing or reinstalling" > Then reinstall Quicken and try again. 



Validate and repair:
This process will be to attempt clearing 
- Then go to "File" at the top.
- Go to "File operations"
- Then hold down Ctrl + Shift on your keyboard, and click "Validate and repair"
- Then select the first box "Super validate" and click "Ok"
- When is done doing the validation process let me know.


Share screen desde el website:
Ask the customer to go to the internet browser:
- Search for "quicken.com/share"
- Then scroll down to the instructions and click the "Use screenshare if you are using chrome" (It works with Chrome and Edge only)
- Then cilck the link underneath the instruction.
- Click the "Generate support code" red button.
- And give me the code you will see.

AGENT NOTES:
- Una vez el cliente te de el codigo y lo pongas en trendzact, le das a "Full divice" es un botoncito abajo del screenshare en TU trenzact.
- Cust will get a pop up, click "Allow" > Then double click the image on the left that will say "Entire screen" > And click "Share" at the bottom right corner.
- Recuerda que el screenshare de la pagina web NO te deja usar el puntito rojo, solo ver. CholomilÃ¡ m'ijo, cholomilÃ¡.



Sign out / Sign back in  (Sign out/Sign in):
Thank you very much. We will refresh the Quicken ID in the program:
- Click the "Edit" tab at the top of the screen.
- Go to "Preferences"
- Click "Quicken ID & Cloud Accounts"
- And click at "Sign in as a different user"
- Then, write the word "Yes" and click "Sign out"
- Then click the "Sign in" button, and sign in with your email and password. 


Import QFX from the bank:
1st
With the majority of banks, these are the steps to download the transatcions. We need to find a "QFX" format that is the only compatible format with Quicken:
- So, first, sign in to your bank's website as you would normally do.
- Then, click the account name so you can get to the part where you can see your transactions.
- On top of the transactions look for "Download", "Export" or sometimes is just the icon of an arrow pointing down. If you see it let me know.

2nd
- In that option, make sure to choose the exact date range of transactions that we are missing. To avoid duplicate entries.
- Then select the option "QFX" or "Quicken Web Connect". CSV, PDF are not compatible.
- Then download the file > and double click on it. Quicken may ask you to choose the account name to link it to. Make sure to select the right name.

3rd
If double clicking the file doesn't work:
- From Quicken click File at the top
- File Import
- Choose "Web Connect (.QFX) Fileâ
- A window will open for you to select the file to import, look for the downloaded QFX file, and click "Open".
- Open it, and it may go directly to the account, or ask you first to what account you want to link it.



Mondo Patch:
We will make sure to rewrite the latest release of Quicken in your program, to make sure we don't have any malfunction with Quicken.
- Go to this link please:
https://www.quicken.com/support/update-and-patch-20182019-release-quicken-windows-subscription-product 
- Then, scroll down to: "Download the US Mondo Patch Update" and click that link.
- When is done downloading the file, double click on it to open and follow the prompts to install it.



New file / Test File:
- Click "File" at the top.
- Then click "New Quicken File" and click "Ok"
- Save the file in the desktop and change the name to "Test" so we can recognize it.
- Then click "Don't use mobile or web" click Ok
- And click "Add account" so we reach the main screen. 

AGENT NOTES:
Luego ya podes usar este file para testear que pasiones de gavilanes. Si el issue es del file original, o si es de todo Quicken, o de la conexion con el banco. 



Reconcile
To find the discrepancy in the reconciliation, let me know.
- What is the statement ending date that you are reconciling?
- What is the amount on that ending date accodring to your statement?
AGENT NOTES: Usa el "Reconcile explicado con nutrias" en el grupo de Templates, o se lo pedis a algun nutrio por ahi.



Sync Errors:
Cloud Account Reset, Sync Errors. Mobile application not showing the same information as the desktop version:
Ok, so first we want to refresh the connection between the Quicken file and the Mobile/Web auxiliary applications.
- Go to Edit at the top.
- Click on "Preferences"
- Click "Mobile & Web" on the left side.
- Then click "Reset your cloud data" that may take a couple of minutes, but should take care of the Sync errors and update them.


Select Transactions in Register:
- First click one transaction from Quicken 
- Then hold down the Shift button 
- And click a transaction on the other end 
- The transactions in between will be highlighted.



//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Operating System

Task Manager:
- Exit out of Quicken.
- Then right click down at the bottom where is the date and time of your computer, in the start bar.
- Then click "Open Task Manager"
- And if necessary, click the button "Show details" to see all the processes in the computer.
- Look in the list if there is any Quicken process running, select it, and click "End task".
- Then we will try again to see if Quicken let us sign in, or do anything else.



Turn off Firewall:
- Go to the start menu of your computer.
- Look for the Control Panel, and open it.
- Select the "System and Security" link.
- Choose "Windows Firewall".
- Select "Turn Windows Firewall on or off" on the left side of the screen.
- Select the bubble next to Turn off Windows Firewall then click "Ok"



VPN's:
Do you may have a VPN running on the computer, so we can turn it off? If you don't know, let's do the following steps:
- Ok, let's check by clicking the Start menu on your computer.
- Then go to "Settings"
- Click on "Network & Internet"
- Click on "VPN"
- If is there any VPN on it, click the toggle button to turn it off. And let's try again in QUicken.



Create Desktop Quick Access, Alias or Shortcut:
- Primero navegas al file explorer > This PC > C drive > Program files X86 > 
- Buscas un archivito que se llama: qw a ese le das click derecho > Send to > Desktop.



Clear Internet Settings:
- From start menu go to Control panel > Network and Internet > Internet Options > Delete browsing history and cookies, Under General tab's Browsing History click Delete > Delete selected options



//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Nutrio's FAQ's

Quicken Loans (Rocket Mortgage) number: (800) 769-6133


Restore backup:
- First open the "File Explorer" that is the yellow folder icon at the bottom of the screen.
- Then navigate the backups location. By default they should be on "Documents" > "Quicken" > "Backups"
- Click the "Date modified" column name, so we can have them in chronological order.
- Double click on the backup we want to restore.
- Quicken will be blinking in yellow. Click on it.
- And click "Ok" to the restore message.


Refund:
Magento > Sales > Invoices > Filters > Search the order number or email > Click the invoice > Credit Memo > Refund


Explaining Tax Line Item:
Primero tenemos que entender este feature. "Tax line item"
- Si te vas a Tools > Category list
- Y luego ahi click derecho a una categoria
- Y le pones un Schedule C, D, E, etc, eso es ponerle un Tax Line Item a una categoria.

- Schedule C: Se van al grupo de **"Business Inc/Exp"**
- Schedule E: Se van al grupo de **"Rental Propert Inc/Expense**
- Los otros Schedules or no Schedule tax line item at all: Se van al grupo de **Personal Inc/Exp**


Balance Adjustment:
*BALANCE ADJUSTMENT (CHECKING)

Write down the Online Balance (OLB)
Write down the Quicken Ending Balance (QEB)
In a calculator, subtract: OLB - QEB, and write down the result
If the result is positive (+), you will need to enter a Deposit. If the result is negative (-), you will need to enter a Payment
On the account register, enter a new transaction for today's date and make sure to enter the amount in the respective field (Deposit or Payment)



//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Fixes Nutriosos:

Hard Delete Payment for a bogus Phantom transaction:
- Look for the transaction in the register that is related to the payment
- Then holding down **Ctrl + Shft** click the "Gear" icon of the transaction itself.
- Seguis sosteniendo Ctrl + Shift and click **Delete**
- Y luego keep holding Ctrl + Shift and click "Yes" to the delete transaction message.



Entendiendo el Online Balance, Current Balance, Ending Balance, Pending Transactions:
Les comento, Quicken agrego un NUEVO feature que se llama **"Pending Transactions"** basicamente en la seccion del Downloaded transactions to accept. Hay una nueva pestaÃ±a, si es una Online Account, Quicken va detectar las transacciones que estan pending y las va a mostrar. : ) Tips, y cosas que saber:
- Customers will pay attention to that, and wonder what the hell is the difference between **Online Balance, Ending Balance, Current Balance, and the balance on the left side of Quicken** Jimmy, Abby, Monge y Laura creo, ya recibieron esta llamada hoy.
- Pending transactions will NOT be in the register, therefor, they will not affect the running balance. Only the "Online Balance"
- What is the **Online Balance:** The sum of all transactions including Pending transactions.
- Where does it comes from?: When the account is connected (EWC, DC or EWC+) Quicken finds out at the bank how much is that balance and post it in this section.
- What is the **Current Balance**: Is the sum of all transactions IN QUICKEN from the oldest date to today's date. 
- Where does Current Balance comes from: En la columna de "Balance" el balance al dia de hoy, o sea la suma desde el nacimiendo de Jesus, hasta hoy.
- What is the **"Ending Balance":** The total including Future Dated Transactions.
- Where does it comes from?. Ojo, porque son las llamadas "Bill Reminders", "Schedule transactions", "Future dated", la cosa que son las del relojito, con fechas a futuro. Y esto se peude ocultar o mostrar desde Gear > Reminders to show in register.

How to fix it: 
- If the **Online Balance is wrong**: Because is not the same as the bank shows. It means that Quicken is not connecting properly to the bank, so, troubleshoot as an OLB call.
- If the **Current Balance is wrong**: It means that the register is not properly reconciled. O sease, missing transactions, duplicated, incorrect opening balance. Follow the Reconcile Explicado con Nutrias tips.
- If the **"Ending Balance" is wrong:** ONLY if "Don't show reminders is selected. Well, the easiest. Just make the customer delete overdue reminders, or reminders that don't use anymore.




QIF Trick:
Primero vas al file que tiene las trnsacciones de donde queremos sacarlas:
- Click on File > File Export > Choose "QIF File"
- Click On Browse > Seleccionas el escritorio > Le pones un nombre para reconcoerlo ("Troubleshooting" o algo asi)
Luego es IMPORTANTISIMO que selecciones el nombre de la cuenta donde estan las transacciones a exportar.
- Y le pongas todos los checkmarks, **excepto a la de "Account List"** (Si esta se queda chequeada, se va volver un desastre)
- Las fechas se quedan como esten.
- Ok

â Paso 1 â

â Paso 2 â

Te vas  File > Switch to the second file (The red QDF one you want to move this transactions to)
- Primero que nada creas una cuenta nueva, offline, vacia, a donde vamos a echar estas transacciones: + sign add account > Offline > Checking > next, next, next finish.
- Te vas a File > File Import > QIF File
- Click on "Browse" y seleccionas el "Troubleshooting" QIF file que pusimos en el Desktop
- Luego en "Quicken accounts to import to" seleccionas del dropdown **la cuenta nueva** que acabamos de crear.
- Pones todos los checkmarks **Excepto el de Account List**
- Click Ok
- Finalmente una vez las transacciones esten en el mismo file, ya las puedes mover si gustas, al register donde pertenecen (highlitht the transactions > Right click > Move transactions > Select where to move them)
- Ahi'ta ese truco si alguien mas quiere tomar notas, guardenlo. No esta en los KB's, es puro truco que le fui descubriendo a Quicken asi a puro "echando a perder se aprende"





Change Email +1 troubleshooting:
Si el email que quiere usar, ya existe en Care Console, aunque no tenga subscription, no le va dejar cambiarlo. 
Entonces tendrias que:
- Login with the email he wants to use.
- Change email and change it to +1 (Osea, si el email es lachuchaloca@gmail.com lo cambias a lachuchaloca+1@gmail.com)
- con eso el verdadero email lachuchaloca@gmail.com ya NO va existir en care console.
- Entonces, te vas a loguear al My Account del email actual > Change email > Le pones el email que el cx quiere, y ahora si te va dejar.
- y del lachuchaloca+1@gmail.com se olvidan.



Positioning Download Non Supported version:
- Cx wants to download an old nonsupported stand alone version of Quicken:
- Not at all, that version has been taken off the market so we don't even have the installer anymore. Best we can do is offer Deluxe 'cause of the Data Access Guarantee advantage, cx could use it manually even after the subscription ends.


Positioning FI not available at Quicken List:
1. El banco fue absorbido por otro, o cambio de webstie asi brutal!, o cambio de nombre. Le podrias preguntar al cliente para tener contexto (Invoco carta del perrito contextualizador para no comerla sin pretexto)
2. Que sean dos FI's muy diferentes, con un nombre parecido.
- En ambos casos, seria de que yeah, I'm afraid we don't have your Fi avaiable to download. I will report it (Y lo pones en tu maquina de escribir invisible) and if you talk to your bank, let them know that you use Quicken, maybe at some point in the future they have an agreement with us so we can download from them.



Positioning: Why the file got damaged?
- It might be due to different reasons, sometimes is just updates on the computer, or updates within Quicken that cause data damage. Or even shutting down the computer abruptly when the electricity goes down.
But the steps that we did is what we have to fix a problem like this one, **so from now on Quicken will work properly**.







"The more knowledge you have, the less stress you feel"
                           La Nutria Mecatronica, 2022.




# data[].attributes.body
Self-awareness

This is the ability to recognize and understand your moods and emotions and how they affect others.

Self-regulation

This involves being able to control your impulses and moods and to think before acting.

Internal (or intrinsic) motivation

As the opposite of external motivation, this means being driven to pursue goals for personal reasons, rather than for some kind of reward.

Empathy

Essential for building and leading teams, empathy is the ability to recognize and understand others’ motivations and to put yourself in their shoes.

Social skills

This is the ability to manage relationships, build networks, and connect with people.

Emotional intelligence is powerful. Like Yoda, leaders who can develop these skills can find great success and chart the future.

# data[].attributes.headline
Investment Market Value Corrections Guide

# data[].attributes.subject
Investment Market Value Corrections Guide

# data[].attributes.body
​**Remember to all agents that they must fill in this form when they come across passwords, credentials, personal information, spreadsheets with personal or work information, etc.

# data[].attributes.attachment_link.description
Easily create surveys and polls to collect customer feedback, measure employee satisfaction, and organize team events.