Online Vs Software
The primary difference between the two.
What is Online is a web-based product and Software is a downloadable product that has to be installed?
Practice involving roleplay between 2-4 classmates.
What are Mock Calls?
We don't use this term with a client.
What is Cobrowse?
The status a return is placed on when fraud is suspected.
What is an Admin Hold?
If a client receives an IRS or other tax notice related to a return filed with H&R Block Online, H&R Block will help the client understand and respond to that notice at no additional charge.
What is the Online Audit Support Guarantee?
The Golden Question.
What is "Are you using the do-it-yourself online product, which requires you to sign in with a username and password? Or did you or will you install the software product on your personal computer? Usually, you'll see a green cube on your computer desktop."?
The three roles that are involved in a Mock Call.
What are Agent, Client, and Observer?
You do this step prior to cobrowsing.
What is Client verification?
The Knowledge Article that provides Admin Hold instructions.
What is 1153 - Admin Hold Overview?
This is where the version numbers for a software product is found.
What is Knowledge Article 1102?
She's been our mock client throughout this course.
Who is Tracy Jameson?
Our AI client call simulator.
What is Zenarate?
This Knowledge Article provides cobrowsing instructions.
What is Article 2055 - Online Cobrowse Instructions?
The tools used to verify an Admin Hold for an Online client and a Software client.
What are OLAT and SMRT?
Use this tool to revisit Schedule C tax interview questions.
What is SMRT?
Our tool for Online client research.
What is OLAT?
The measurements on which all of your interactions are scored.
What are Key Performance Indicators?
This can't be done by an agent when cobrowsing.
What is make changes to a client's return?
A law designed to protect the privacy of minors age 13 and younger.
What is COPPA, the Children's Online Privacy Protection Act?
These are for online clients only and are used to provide discounts.
What are Key Codes?
Our tool for Software client research.
What is SMRT?
KPIs are comprised of these five metrics.
What are Sentiment, Duration, Non-Talk, Transfer, and First Call Resolution Impact?
This Knowledge Article is used when cobrowsing software.
What is 1269 – Software Accuracy Review Errors ?
The tool used for launching the verification questionnaire.
What is IDology?
These are what make us superheroes!!!
What are Soft Skills?