Agent Tools
Where do we make time clock changes?
Estart
Where in a Salesforce case would you save your notes?
Under the Case Resolution Tab > Agent Resolution Notes
How would a customer sanitize a file?
Highlight file in homebase > File > Client file maintenance > Sanitize
What do we verify when a customer calls in?
Name, CAN, email (or phone number)
What is the main screen called that shows client files when first opening ProSeries?
Homebase
Where do we log a case for a customers call?
Salesforce
If a customers name isn't shown in the initial list of contacts, how can you look further in the account to find it?
The View All tab on the contacts screen
Where can we find the email template for sanitized files?
Info Dump
What must be said in the opening greeting?
Thank you for calling Intuit Accountants
As a P1, what returns do you assist with?
1040's
What should match Estart at all times?
Phone Tool (CCP)
How do we contact T2?
The Tier2 Chat tab
What do we provide to the customer for them to log in to the file exchange website?
Email with Case number & Pin number
What method would we use to de-escalate a customer who is upset/angry?
HEAT method
When you open a return what is the first thing you see?
Federal Information Worksheet
Where can we find answers to most questions?
Help Panel
What must we have prior to going to Tax T2?
A Sanitized file
Where do we generate the pin for the sanitized file?
In Salesforce under the Details Tab and File exchange section.
What is the process for placing a customer on hold?
Always ask permission and advise it will be 3-5 minutes
How do you open a state return?
Click the ST at the top > choose state
OR
File > Go to State/City
HELP! I'm lost on a call, where do I go?
Ps2 Room in Slack
What must we send at the end of our call prior to closing the case?
An email
When is the Sanitized file absolutely needed?
Anytime instructed to go to Tax T2
What should we try to say at least 3 times throughout a call?
The customer's name
If a customer doesn't know where to enter something in a return, what button can we use in ProSeries to help them search?
The Where Do I Enter button