TPs Tools
The tool that allows TPs to schedule appointments for their clients
What is Appointment Manager
The tool that FTS agents use to remote into TPs computers
What is Bombguard aka BeyondTrust
Where does Blockworks Online open for a tax professional?
What is Work Center
What is our standard greeting?
”Thank you for contacting Field Support. This is (Name) How may I help/assist you?”
What is the Trainer certification program?
What is - H&R Block Trainer Certification Program evaluates trainer candidates in facilitation, content mastery, and classroom leadership skills
The tool that allows TPs to complete individual returns
What is BlockWorks Online
The tool that allows FTS agents to create and escalate cases
What is Salesforce
What does the Standard Black Diagnostic message mean and will it stop a return? Please explain
Identifies items needing review that may affect calculations or key return information. Does not stop completion or e file of a return
After the standard greeting it is important that you —--------?
What is verify the contacts name, office id, associate id, and preferred contact number (for escalation)
What are trainers evaluated on? And what score must you have to become certified?
What is - Evaluated teachbacks and 3.0 overall score
The tool that allows TPs to complete business returns
What is GoSystem
Where do we check to find any known issues or outages?
What is AMP
The diagnostic error color and type that must be addressed before the “Wrap Up” button is enabled?
What is Quality Plus Review - Orange
When escalating a case, what must be added to the case comments?
Escalation template from knowledge article and who approved escalation - TL, Trainer, etc.
What materials can a trainer use to guide a class?
What is - Instructor guide and participant guide
The tool that TPs have to access first in order to access all of their apps
What is Launchpad
The tool that allows FTS agents to lookup business/entity returns?
ETE OPS Tool - Business Return Lookup
The color and type that indicates that a return cannot be E-filed until all E-File diagnostics are clear.
What is E-File Red
What are the 4 Moves in order
1. Identify - Identify the main issue
2. Check Access - role, level - Location
3. Find the article - search by symptom then see if article matches
4. Document the case - Issue/Steps/Article used/Outcome
What is designed to keep agents’ knowledge and skills current throughout the tax season?
What is - Continuing Education (CE)
The tool that runs an automatic scan on the TPs computer to check for devices, health, etc.
What is TOAST
The main Hub that holds all of our tools for HRB
What is the HRB FTS SharePoint/FTS SharePoint
How would we handle a ghosted forms issue on a BWO 2022 return?
There is no self service fix for ghosted forms on BWO 2022 returns. Escalate to Tier 2
What is the 7-step Call Handling Framework in order
What is Greet, Confirm Contact Identity & Office ID, Document in Salesforce, Gather Issue Details, Troubleshoot, Resolve or Escalate, Close
Where would you find your Trainer playbook?
What is - Learning at block in CCO Leaders channel