Full Service Matters
How many IDs must you collect from the customer?
Collect two forms of ID, this applies to both the taxpayer and their spouse if married.
What is the Branded Greeting and Introduction for Assisted Calls?
Hello, my name is ____with TURBO TAX LIVE.
I am a /CPA, ENROLLED AGENT, ATTORNEY, LAWYER, CREDENTIALED TAX PROFESSIONAL, CREDENTIALED TAX EXPERT or TAX EXPERT
(Mention years of experience if you have 5 or more)
What do the acronyms IEP stand for?
Intuit Expert Portal
What is the name of our team room in Elevate?
TaxManian Tigers
Which FullService product is offered at $0 cost for TY22?
NONE
How do you get a service code for an engagement that was put on hold for forms availability prior to the price increase?
request the discount codes in the #pod-hilary-escalate channel through the workflow
What does 'Assisted' calls mean?
These are customers who are doing their taxes themselves and calling you for assistance. However, you don't prepare the tax return for them. If they want their tax return prepared, then upgrade them to FS.
What status do you frequently use in IEP that are productive customer contact?
Available
Customer Call Back
Where in your Elevate Team Room will you find links for TTL Calendar, TaxBook or Internet Reimbursement.
Under Helpful Links on the right side
For how long is Live Basic offered at $0?
File for $0 - Must file by 3/31
How do you download a FS engagement to your TTD for further review?
Download the .tax file from the Tax Forms tab. Use the ... next to the Error Check
What kinds of calls do you get as Assisted calls?
Expert Review
Tax Advice
Audit Review
Product Support
Expert Set Up
For FS engagements, where can you find the client's Auth ID
Which tab in Elevate do you post your daily goals?
Goals and Encouragements
What are the 3 'Do it yourself" options we offer?
Do it yourself - Doing your own taxes using TTO
Doing your taxes with a CD/Download
Assisted - Doing your taxes with Expert help (LIVE)
There are now 3 tabs in the updated design the engagement list in IEP. What are they, and what engagements are included in each tab?
When you get an call that has a notice question, what is the first thing you need to ask the customer?
Did you purchase Audit Defense?
Where can you monitor your customer feedback scores for assisted contacts?
IEP - Scorecard
What is the name of our POD and who is our POD M2 Manager?
POD Hilary - Hilary Moszynski
What are the Live Full Service Products we offer and the associated price?
Live Basic FS - $209
Live Deluxe FS - $259
Live Premium FS - $399
You can now attached PDF forms to your FS engagements for Federal purposes. 7 States also support PDF attachments, name 3.
Alabama, Georgia, Maryland, Montana, New York, West Virginia, and Wisconsin
What are some of your resources for checking information for your customers with Assisted Calls? Name 3
What are the 3 categories for tNPS scores?
9-10 - Promoters = 100 points (customers will promote TurboTax to others)
7-8 - Passive = 0 points (Customers likes the product and service, but not very enthusiastic to promote)
0-6 - Detractors = -100 points (Customers not satisfied with product and services provided)
How often should you post your goals? And when do you update them?
What are the products that we offer in Turbo Tax Live (Assisted) and their prices?
Live Basic $0 (Must file by 3/31)
Live Deluxe $124
Live Premier $179
Live Self -Employed $209