Tools
What is Workday?
The phone number we call for hardware technical issues such as laptop, headset, or camera, as well for persistent Intuit Assist issues, or when directed to by a lead. Hint: you should be in "Systems Issues" status when using!
What is 844-333-2112 (Service Desk)?
An individual income tax return that we do not support in any product (not in DIY, Assisted, nor Full Service)
What is a 1040-NR?
(Also accept "non resident return"
Your one stop shop for asking live questions about customer issues, returns you are preparing, technical troubles, or internal processes
What is lead support in Intuit Assist?
The place where AHOD (all hands on deck), VTO (voluntary time off), and other important operational messaging is announced in real time
What is the #ttl-announcements channel in Slack?
The app that contains our schedule, as well as our customer engagements list and profile preferences
What is Intuit Expert Portal (IEP)?
The very first basic troubleshooting steps we should take when tools or websites are not loading or behaving the way we expect them to do
What is checking/refreshing/signing in and out of VPN/Global Protect and/or being synced in Google Chrome? (any of the above responses are acceptable)
Any form of this income type makes a Full Service Basic return upgrade and be assigned to a PL4 preparer
What is self-employment or business income?
(Also accept contract work, 1099-NEC or 1099-MISC, Sch C, Sch SE, etc)
Tip: Many customers do not realize that Uber, Doordash, etc fall into this category!
The action to take when you know you will miss a scheduled shift or part of a shift for any reason
What is adding "unplanned time" or "sick time" to your IEP schedule?
Two things your schedule adherence metric is derived from
What are your IEP schedule and your phone tool status usage?
(Also accept scheduled shift vs time you went available or any variation thereof)
The app that allows us to contact a lead when we need support
What is Intuit Assist?
The method we should use to contact a lead if Intuit Assist is asking you for an engagement ID, or if you do not have a customer engagement to use?
What is going to our engagements list, opening the "Next Level Help DO NOT CLOSE" engagement, and using Intuit Assist to connect to a lead inside that engagement?
A Full Service return should never be placed on hold with reason type "unresponsive" until after this many days have passed.
What is seven days?
The question mark icon in IEP leads you this resource, which contains both external information that can be shared with your customers as well as internal articles to walk you through processes like editing your schedule, how to manage unresponsive clients, etc
What is Help Panel?
The minimum length of time a customer contact must last in order for a survey to be sent out
What is 5 minutes?
The app that shows us a record of returns e-filed through Intuit, as well as details of rejections, timestamps for accept/rejects, and whether or not the taxpayer used Refund Transfer to pay for the return
What is EFE?
The two correct methods to report technical issues (hint: neither of them are in a DM!)
What are contacting a lead in Intuit Assist and reaching out to Service Desk (Help Desk) if appropriate?
Reminder: you should be in "System Issues" status for both of these support methods!
These two popular refundable credits are already included in the estimated refund at the top of the return as you are preparing the return, but are not confirmed until you answer the qualifying questions in the "deductions and credits" section of the interview and confirm eligibility of your dependents (if any)
What are the Earned Income Tax Credit and the (Additional) Child Tax Credit?
The BEST way to have your schedule edited by me or another manager when you are unable to edit it yourself (technical issues, etc)
What is the MOD exceptions workflow in the pod watercooler channel?
Reminder: you must enter the hours in PACIFIC time when using this workflow. If able, you should edit your schedule yourself in IEP, which will display your own time zone.
The method to request a QRT review if you want a review, but the return was not automatically routed there; for Tax Specialists, this is a required step for 2nd reviews after revisions were completed
Reminder: Tax Specialists should add "Tax Specialist return" or similar to the notes of the engagement
The app that gives details about the auto-debit process for Refund Transfer customers
What is TPG Salesforce Community/Webserve?
The method we troubleshoot with if we can't see a lead's responses after typing /lead into Intuit Assist and confirming the customer name that is shown
What is closing the Intuit Assist and reopening it?
An example of a return that can be prepared by the customer in TurboTax Assisted or DIY, but it is out of scope for Full Service prep
(Answers may vary) Example would be choosing not to claim the Saver's credit to avoid having to upgrade to a higher priced version of TT
The name of the last heading (in blue) in the Help Panel article for responding to unresponsive FS clients
"What should I do if I haven't heard from the client after the return is prepared?"
The "Schedule A (Form 1040*), Standard Deduction with Net Disaster Loss" form is scheduled to be available for filing in TurboTax on this date.
What is February 20th?