Call Transfers
Should you transfer the following call, if so, where?
"I need assistance with REP, I have some questions"
Yes, B1
How is a Lacerte Diagnostic formatted for the reference ID? (IE: 58462, 5865A, J5869)
All Numbers
A customer calls in and asks you to help them check the status of a return. What tool would you use to verify the current status of the return?
EFE
How would you resolve errors during the proforma process? (link the article)
Where is the best place to troubleshoot the sale of home exclusion? (What Screen)
Screen 17
Should you transfer the following call, if so, where?
"I need to efile 1099s - I am using QEF"
Yes, A4
A customer has a diagnostic error after attempting to e-file their return. Where can the customer go to see the Lacerte Diagnostic Reference ID to give you so you can look it up in the Diagnostic tool?
At the end of the diagnostic in the Diagnostics tab of Lacerte
What article would I use to walk me through checking delayed efile acknowledgments in Lacerte? (Copy and Paste the URL)
How do you switch to Batch Mode? (2 possible answers)
Ctrl + W
Detail - Switch to Batch
What input screen can be used to enter an SMLLC?
Screen 54
Should you transfer the following call, if so, where?
"I need help with Intuit Link, I am having my client upload some documents to me"
Yes, A4
What is the link for the Diagnostics Tool?
A customer calls in and asks for your assistance on a rejection message that they are receiving. What possible steps can you take to assist them?
-View Rejection message in EFE
-View Error Message in the Return
-Read the instructions and follow the resolution steps
How do you go to the State side of a return?
Forms Tab > Select the State in the left Navigation pane
What form shows a list of all assets with current depreciation?
Depreciation Schedule
A customer calls in stating they need some help with a K-1. What are some probing questions you can ask to determine if this can be handled or if it should be transferred?
-What type of a return is this?
-Is this a passthrough K-1?
-What are you needing assistance with on the K-1?
What is the Diagnostics Tool used for, and what are the advantages of it?
Address diagnostics by giving a description and troubleshooting steps to address the diagnostic
If ever any problem with printing to PDF what is the first step to try as troubleshooting?
PDF Repair Tool
Where do I go to check the version Lacerte is on? (2 possible ways)
- Help > Troubleshoot >Versions Tab
-F10 > Versions Tab
What TWO screens can be used to enter Car and Truck Expenses?
Screen 30
Screen 22
A customer calls in and asks if a specific form is available for e-file. How would you get this information for the customer?
Using the Diagnostic Tool, look up Diagnostic Ref #8982. What are the troubleshooting steps listed in the tool?
First, try setting the global computer date option:
Select Settings, then Options.
Select the Tax Return tab.
Under the Tax Returns Options section, find the Computer Date as PIN Signature Date field and change it to Yes.
If that doesn't work, try setting the computer date on a specific client:
In Details, go to Screen 4, Electronic Filing.
Locate the Paperless Filing Signature section.
Select the checkbox labeled Computer date as PIN signature date [O], or enter the date in the Taxpayer's signature date field.
Can you help me backup and restore my clients?
What Article can you follow, and list out the steps for both backup and restore.
Where can the firm information be found? (2 Possible ways)
Help > Troubleshoot > License Information
or
Settings > Options > Firm Info
What is the option to force to itemize on screen 25?
Code 1