Final 1
What is the first step for starting a cobrowse with a software client?
A. Creating a DFID. (Answer)
B. Logging into RAP.
C. Clicking the cobrowse button in OLAT.
D. Generating an activation code for the client.
Our Software product is available to purchase where?
A Download.com; online retail; retail stores.
B Online stores; retail; and flash drives.
C Retail stores; online retailers; hrblock.com. (Answer)
D The website; third-party sites; download card
Finish the following sentence: ) "Salesforce flows guide you through the issue resolution process from________ to_________.
A Beginning; end. (Your Answer)
B Conflict; solution.
C Problem; resolution.
D Open; troubleshooting
Bobby is calling for help with a letter he received from the IRS. What must be true for him to start a calculation claim?
A Bobby must owe penalties and interest to the IRS. (Your Answer)
B Bobby must use a DIY product that includes a Tax Professional Review.
C The IRS Letter must be about an audit.
D The IRS Letter must tell the client to pay back some of their tax refund received this year.
Where do you find the version number in the Software program?
A Help > About H&R Block. (Answer)
B Help > Help Center.
C Tools > Update the Program.
D Tools > Version Number
Which of the following MUST be ) corrected in the Software Accuracy Review to be eligible for e-file?
A Issues. (Your Answer)
B Data Verification.
C SSN.
D Routing number.
What is true of importing prior-year taxes in our software program?
A Client can import in from their prior-year H&R Block Software return, a prior-year PDF and prior-year.taxXXXX data file. ( Answer)
B Clients can import their entire prior-year taxes at any point within the federal tax interview.
C Clients can only import in from a.taxXXXX prior-year return.
D You can import from one current-year software tax return to another.
When are agents required to verify a client?
A At the end of every call.
B Every call.
C Every chat.
D Whenever providing personal/tax information. Answer
Jessica tells you she purchased ) H&R Block Software online at HRBlock.com, but never received the email with the download link. Can you provide a free download link to the client
A No.
B Yes, always.
C Yes, if you can locate and verify a purchase record for the client. (Your Answer)
D Yes, but it's unnecessary as the client can download without the email
Cobrowse should only be used as a last resort.
A True
B False
The Refund Transfer product is only offered with e-filed returns and when the client owes a balance due to the IRS.
A True
B False
What is true about the Software product?
A Clients can access both the current-year and prior-year tax interviews. (Your Answer)
B It's a web-based product.
C They access their account with a username and password.
D They log in at hrblock.com.
Jessica is calling to find out why she doesn't qualify for the full $3,000 in Child and Dependent Care Credit. Where do you take Jessica in the software to find out more?
A Federal > Credits > Credits Home.
B Federal > Deductions>Deductions Home.
C Federal > Income>Income Summary > What Qualifies.
D Federal > Credits > Credits Summary > Explain Amount. (Your Answer
If you are struggling with finding client information in RAP, which is NOT a necessary troubleshooting step?
A Close all browser windows and open a new Chrome window.
B Clear cache and cookies.
C Open the RAP URL in an incognito Chrome window and search for the client.
D Use SMRT to find the client information. (Your Answer
What is true of the RAP tool?
A It helps us with the online product.
B It shows software purchases made at hrblock.com. (Your Answer)
C It shows purchase information made at third-party retailers.
D It shows purchase information from third- party retailers and hrblock.com.
Xavier is looking for the right place ) to claim the money he made from rental properties this year. Where should we quide Xavier in the Software product?
A File > Income > Business, Rental, Partnership.
B Federal > Credits > Business, Rental, Partnership.
C Federal > Credits > Income
D Federal > Income > Partnership. Business, Rental, Business, Rental, (Your Answer)
Clients can take a picture to import which form
A 1099B.
B 1099DIV.
C 1099INT.
D W-2. (Your Answer)
Steven Withers has contacted you about an error he got when he clicked the update button in his software. His return is complete, but this update issue prevents him from finishing. Which of the following is true about Steven's situation.
A. Steven can't print, but can e-file with our product even if his Software isn't updated.
B. Steven can't file with our product if all the forms in his return aren't updated. (Answer)
C. Steven can send his back-up file (ending in .txx) to another printer to print and mail.
D. Steven can't e-file, but can print and mail with our product if he can't get the Software updated
Complete the following sentence: Confirming is different than_______ your client.
A Finding.
B Helping.
C Locating.
D Verifying. (Your Answer)
What e-file status will a client's ) return show in WIM$ if it was printed and mailed to the IRS?
A Accepted.
B None.
C Pending.
D Rejected.