Acronyms
DNRW
Did Not Renew
W-12
Tell me how to locate the CPG in teams.
Teams > SDO Customer Service > Files > Job Aids > Call Procedure Guide
To find a key word in the CPG, what two keys on your keyboard do you hit to open up a search bar?
CTRL + F
When you turn on your laptop, this is the first screen you come to, and have to enter numbers.
Bitlocker
AFSP
Annual Filing Season Program
Name some features of a suspicious package.
Packages with soft spots, bulges, or excessive weight, lopsided or uneven, no postage, distorted handwriting, suspicious or threatening words written on the package, etc.
What are some High Risk Authentication requirements?
Full name, full address, DOB, last 4 of SSN, PTIN, complete email address, full phone number, full business number.
What is the difference between the CPG and the Webchat?
You cannot discuss PII.
On the timesheet, we have to click the sign button on what two dates?
15th and the last day of the month.
PTIN
Preparer Tax Identification Number
In what ways can a preparer reactive their PTIN after a voluntary inactive status?
Reactive their PTIN online, by mail, or filing an application for renewal (W-12).
What are the 6 main call drivers?
Wrong number, Login User ID/Password, Second Account created, Authentication, Check PTIN status, and Uploaded Document Assistance
_______ lists things you should tell the caller based on the specific issue and has reminders for YOU on what steps to take for closing out the call.
Call Reminders
You use this for training.
ASM University
IVS
Indentity Verification System
You refer to these for help in calls and webchats.
Call Procedure Guide and WebChat Canned Response Guide.
What should a CSR say when there is an emergency in the building and they are on a call?
"I'm sorry, we have an emergency situation in the building, I'll have to terminate this call."
What is a call driver?
Reasons someone may contact us.
We go here to see our benefits and make changes to it.
ADP
PII
Personally Identifiable Informative
You refer to this when someone wants to voluntarily place their PTIN on inactive.
Voluntarily Inactive_Skip Year of Practice
What should you say when open a call?
"Thank you for calling the PTIN Information Line. My name is [First Name, Last Name (Alias)]; may I start with your PTIN?”
⭐⭐DAILY DOUBLE ⭐⭐
“I took all my CE Credits but some are missing and I need to receive my ROC for AFSP participation”
CPG 38
We go here to communicate to our boss and let him know how our week has been.
StandOut