FTS
An inbound call is only routed to you if your nice/CXA Is in what status?
AVAILABLE
In the salesforce flow, what font-colored agent scripts must be read verbatim?
GREEN
Debbie's computer has a broken monitor. After troubleshooting you identify there is no fixing it and it needs to be replaced. Which escalation type will you select if Debbie is working in a franchise office?
Hotspare
When attaching knowledge articles to a case, we only attach articles with one record type. What is it?
TSC
Contact calls about this error in their return "blockworks is not able to open this return and return from work center again or contact technical support to research the issue?
WORK CENTER - VIRTUAL RETURN ERROR: NOT ABLE TO OPEN RETURN. ARTICLE ID: 21448
When in a clients account in work center what section do you select to find the tax return GUID?
Return Information
To execute tasks requiring administrative privileges you'll need techadmin credentials. What username do you use along with the generated password to accomplish these admin tasks?
Techadmin
How is Blockworks online accessed?
In Workcenter
Sandy TImmons is calling from Office 12345 and needs help installing the printer on all machines in the office. What contact type do you select to handle this?
General Knowledge search
Mauricio, a tax professional at company office in Dallas, called for help with the epson, it's on, but wont print receipts right now. what article would you use to assist the contact?
RECEIPT PRINTERS - TROUBLESHOOTING: ARTICLE NUMBER 22443
The technical infrastructure of an H&R block tax office consists of what?
HARDWARE NETWORK AND TELECOMMUNICATIONS
Maura calls in from a Company office to report that the point-of-sale computer will not step in; you need to escalate the case for a replacement. What escalations template would you use?
FIELD DISPATCH MISSION CRITICAL
This Phrase, "an internal client who works in the Field and needs Technology Support" Is a definition of what?
A contact
How many seconds do you have to accept a new chat before it is missed?
45 Seconds
Irene from a franchise office called for help with her workday. It's not loading and sc too. What article would you use to troubleshoot her web browser?
CHROME- CLEAR CACHE AND COOKIES - ARTICLE ID: 21511
Based on the latest retail tax office technology standards, What is the current operating system?
WINDOWS 11 ENTERPRISE
Which tab in TOAST lists all the hardware found on the office network?
HARDWARE INVENTORY
Where do you search for a knowledge article that you want to attach to a case?
Knowledge Pane
What is the title of the Salesforce field you enter or confirm the contact's best phone number?
Case Contact Phone
Your contact needs assistance installing a printer on one of the workstations in their office, which article do you follow to assist them?
TOAST - PRINTER INSTALL 21504
Which of these do you need to start an unassisted remote session with the contact? (1 of 2)
CONTACTS WORKSTATION NUMBER OR ROLE
Your contact states that every time they try to set an appointment for a client, it does not appear in appointment manager. Which resolution flow would you follow in Salesforce to assist them?
Webapps
What is the name of the superhero who teaches Active Listening and Empathy?
Amplify
How many knowledge articles should you attach to a case?
As many as you need
What is the title and article number of the knowledge article with steps to process a payment?
BLOCK PAY - PROCESS PAYMENT; ARTICLE NUMBER: 21557