Here's an interactive tutorial ** Best experienced in Full Screen (click the icon in the top right corner before you begin) ** https://www.iorad.com/player/2215514/Freshservice---Service-Request---PE-Client-Number-Mismatch 10 STEPS 1. Navigate to https://support.ksmcpa.com/support/home 2. Select "Request A Service" 3. Select the PE tab. 4. Select "Client Number Mismatch." 5. Enter Client Information. 6. Select Place Request. 7. Verify the requester. 8. If you need to request on behalf of someone else click the checkbox. 9. Enter the user you are requesting on behalf of (if applicable.) 10. Select Confirm to complete this request.

Here's an interactive tutorial ** Best experienced in Full Screen (click the icon in the top right corner before you begin) ** https://www.iorad.com/player/2215521/Freshservice---Service-Request---PE-Master-Regrouping 10 STEPS 1. Navigate to https://support.ksmcpa.com/support/home 2. Select "Request A Service" 3. Select the PE tab. 4. Select "Master/Regrouping." 5. Enter Group Client Information. 6. Select Place Request. 7. Verify the requester. 8. If you need to request on behalf of someone else click the checkbox. 9. Enter the user you are requesting on behalf of (if applicable.) 10. Select Confirm to complete this request.

ISSUE: Do not know how to raise a ticket with Support Services using KSM IT ServiceBot within Teams. SOLUTION: To raise a ticket with Support Services you can always send an email, or you can utilize the KSM IT ServiceBot in Teams to raise a ticket. 1) Find the KSM IT ServiceBot chat in Teams, if you do not see it along the right side options try searching for it in the Search window.  2) Type "Ticket" or "Raise a ticket" and select the Raise a ticket button. 3) Fill in the field with details of the ticket request and select Submit.  4) A new ticket will be created and your chat window will confirm for you. From here you can select "Reply to ticket" to see the latest correspondence on the ticket and submit any additional details. **Note** If you raise a ticket with an email into the helpdesk or through the Helpdesk Portal this ServiceBot will also update to show the ticket.   5) You can track any of your open tickets as well. This solution can show you how to do that: FreshService - KSM IT ServiceBot in Teams - Tracking a raised ticket 

ISSUE: How to track the status of any open ticket using the KSM IT ServiceBot SOLUTION: Follow the steps below to track any open ticket. 1) Locate the KSM IT ServiceBot in Teams in your list of Chats. Or you may need to search for it. 2) Click into the "Type a new message field" and select the "my tickets" option and press Enter. Alternatively, if the option does not appear then type my tickets and press Enter.  3) Select the "Requested by me" option.  4) The KSM IT ServiceBot will then display all open tickets that you have raised.

ISSUE: Unable to find solutions using Teams KSM IT ServiceBot SOLUTION: Follow this guide to locate valuable solutions to issues.  1) Locate the KSM IT ServiceBot chat in Teams and select it to begin. Or you may need to search for it.  2) Type in the name of the application and the word "solutions" to pull up various related solutions. (In this case we are looking for rolling a return in Axcess Tax.) If you do not see the desired option, you can select "More solution articles" or try a new search with different verbiage.

ISSUE: Need to submit a service request quickly using KSM IT ServiceBot. SOLUTION: Follow this guide to the steps to submit a service request in Teams using the KSM IT ServiceBot. 1) Find the KSM IT ServiceBot chat in Teams and select it. Or you may need to search for it.  2) Type the desired request into the message field. For example: "Client Address Change". KSM IT ServiceBot will display the most relevant options for you to select.  3) Select "Place Request" and then select "Continue".                      4) Enter all the required information into each field and select "Place Request". 5) You will receive a new message in the ServiceBot chat indicating that the Service Request has been created. 6) When your Service Request is completed, you will be notified. 

Here's an interactive tutorial ** Best experienced in Full Screen (click the icon in the top right corner before you begin) ** https://www.iorad.com/player/2459579/Sharefile---Client-File-Download---New-Client 12 STEPS 1. The first step is to click on the email that is containing the Sharefile attachment 2. Click Download Attachments or View Encrypted Message. Depending on the type of attachment sent. 3. Enter the requested information. 4. Select Continue 5. Create a KSM Sharefile Password 6. Select Create Password 7. Enter your mobile number to register for SMS two factor authentication. 8. Select Continue 9. Wait to recieve the MFA text code then enter the code. 10. Select Continue 11. After successfully logging in. Select Download All to retrieve the requested attachments. 12. That's it. You're done. Tutorial completed. Congratulations on finishing this tutorial.