SOFTWARE MIDTERM 1
WHAT IS INCOME TAX
A) PENALTIES THAT MUST BE PAID YEARLY
B)MONEY THAT YOU GET BACK AT THE END OF THE YEAR
C) TAX IMPOSED BY A GOVERNMENT, BASED ON INCOME
D) FIXED CHARGE PAID ON THINGS YOU PURCHASED
TO PASS THIS COURSE, YOU MUST AVERAGE 80% OR HIGHER BETWEEN THE MIDTERM AND FINAL EXAM
A) TRUE
B)FALSE
WHAT YEAR DID THE BLOCH BROTHERS CREATE THEIR INCOME TAX PREPARATION COMPANY.
A)1968
B)1955
C)1932
D1999
B) 1955
H&R BLOCK HAS RETAIL OFFICE LOCATION IN ALL 50 STATES
A). TRUE
B). FALSE
A). TRUE
WHERE WOULD YOU TRANSFER AN H&R BLOCK EMPLOYEE IF THEY NEED ASSISTANCE WITH PAYROLL AND BENEFITS?
A) AGENT SUPPORT TEAM
B) ESCALATION TEAM
C) INTERNAL TECHNOLOGY SUPPORT
D) PEOPLE CENTER
D) PEOPLE CENTER
A)TRUE
B) FALSE
B)FALSE
YOUR NEW ROLE IS IN DIY. WHAT DOES THIS ACRONYM STAND FOR.
A) DIGITAL
B) DO-IT-YOURSELF
C) DOWNLOAD-IT -YOURSELF
D) DIGITAL INTERNAL GROUP
B). DO IT YOURSELF
WHERE WILL YOU SEARCH FOR A KNOWLEDGE ARTICLE THAT YOU WANT TO ATTACH A CASE.
A) GLOBAL SEARCH
B) CLIENT PANE
C) KNOWLEDGE PANE
D) FLOW PANE
C) KNOWLEDGE PANE
WHAT IS THE GOLDEN QUESTION.
A) ARE YOU CALLING ABOUT A CURRENT YEAR OR PRIOR-YEAR
B ARE YOU USING THE DO-IT-YOURSELF ONLINE PRODUCT, WHICH REQUIRE YOU TO SIGN IN WITH A USERNAME AND PASSWORD? DID YOU, OR WILL YOU INSTALL THE SOFTWARE PRODUCT TO YOUR COMPUTER. USUALLY, YOU'LL SEE A GREEN CUBE ON YOUR COMPUTER DESKTOP.
C) DID YOU FILE WITH H&R BLOCK LAST YEAR
D) HOW DID YOU PREPARE YOUR TAXES LAST YEAR.
B) ARE YOU USING THE DO-IT-YOURSELF ONLINE PRODUCT, WHICH REQUIRE YOU TO SIGN IN WITH A USERNAME AND PASSWORD? DID YOU, OR WILL YOU INSTALL THE SOFTWARE PRODUCT TO YOUR COMPUTER. USUALLY, YOU'LL SEE A GREEN CUBE ON YOUR COMPUTER DESKTOP.
WHAT IS TRUE ABOUT CASES?
A) ALL CASES MUST BE RESOLVED BY TIER 1.
B) ALL CASES MUST BE CLOSED BEFORE SENDING TO TIER 2
C) ALL CASES BE SENT TO TIER 2 AS WARM TRANSFER
D) ALL CASES SHOULD EITHER BE CLOSED ,ESCALATED,OR TRANSFERRED BEFORE YOU ARE FINISHED
D) ALL CASES SHOULD EITHER BE CLOSED ESCALATED,OR TRANSFERRED BEFORE YOU ARE FINISHED
A) SALESFORCE PRODUCTION
B) SALESFORCES SANDBOX: TRAINING
C) MICROSOFT ONENOTE
D) STICKY NOTES ON YOUR DESKTOP
B) SALESFORCES SANDBOX: TRAINING
DIY AGENTS SUPPORT TWO DIY PRODUCTS. THESE PRODUCTS ARE ONLINE TAX PREPARATION AND RETAIL OFFICE TAX PREPARATION.
A) TRUE
B) FALSE
B)FALSE
WHICH DEPARTMENT OF LINE OF BUSINESS (LOB) HANDLES PRODUCTS SUCH AS EMERALD ADVANCE, EMERALD CARD, AND SPRUCE CARD?
A) DO-IT-YOURSELF(DIY)
B) RETAIL TAX SERVICES(RETAIL)
C) FINANCIAL SERVICES (FS)
D) FIELD TECHNOLOGY SUPPORT(FTS)
C) FINANCIAL SERVICES (FS)
IN SALESFORCE, WHICH CONSOLE DO DIY AGENTS USE?
A) SALES CONSOLE
B) LOYALTY CONSOLE
C) DIGITAL CONSOLE
D) SERVICES CONSOLE
D) SERVICES CONSOLE
KNOWLEDGE ALERTS NOTIFY THE TEAM WHEN SOMETHING IMPORTANT HAS CHANGED.
A)TRUE
B)FALSE
A)TRUE
WHICH OPTION BEST DESCRIBES H&R BLOCK'S ONLINE PRODUCT?
A) DOWNLOADABLE THAT COMPLETE THE TAX INTERVIEW FOR THE CLIENT
B) WEB-BASED PRODUCT WITH INTERVIEW QUESTIONS TO GUIDE THE CLIENTS THROUGH TAX PREPARATION. AVAILABLE ANYWHERE THERE IS AN INTERNET CONNECTION AND WEB BROWSER.
C) H&R BLOCK'S ONLINE MONEY MANAGEMENT TOOL.
D) DOWNLOADABLE TAX PREPARATION SOFTWARE FOR ONLY PRIOR-YEAR TAX RETURNS.
B) WEB-BASED PRODUCT WITH INTERVIEW QUESTIONS TO GUIDE THE CLIENTS THROUGH TAX PREPARATION. AVAILABLE ANYWHERE THERE IS AN INTERNET CONNECTION AND WEB BROWSER.
IF A SALESFORCE ARTICLE TITLE INCLUDES ONLY DIY, THEN THERE ARE INSTRUCTIONS FOR ALL AGENTS (ONLINE AND SOFTWARE )
A) TRUE
B) FALSE
A) TRUE
TAX PRO REVIEW IS AVAILABLE WITH WHICH DIY PRODUCTS?
A) SOFTWARE
B)ONLINE
C)RETAIL
D)NONE
B)ONLINE
A) BACK AND FORTH
B) CALL FLOW
C) CASE
D)CONVERSATION
B) CALL FLOW
WHICH OPTION BEST DESCRIBES THE OTHER-SEARCH KNOWLEDGE FLOW IN SALESFORCE?
A) NON-SPECIFIC FLOW TO USED ONLY TO TRANSFER CLIENTS
B)SPECIFIC SALESFORCE FLOW TO USE WHEN YOU JUST WANT TO CLOSE THE CASE
C) SALESFORCE FLOW IS TO ASSIST CLIENTS WITH ONLINE LOGIN ISSUES.
D) NON-SPECIFIC SALESFORCE FLOW THAT GUIDES YOU TO SEARCH THE KNOWLEDGE BASE AND KNOW ISSUES HUBS.
D) NON-SPECIFIC SALESFORCE FLOW THAT GUIDES YOU TO SEARCH THE KNOWLEDGE BASE AND KNOW ISSUES HUBS.
KNOWLEDGE ARTICLES CAN BE ATTACHED TO YOUR CASE WHEN USING THE GLOBAL SEARCH OPTION
A) TRUE
B) FALSE
AN EMPLOYEE OF H&R BLOCK, INCLUDING TAX PROFESSIONALS, FEILD INSTRUCTORS, AND CORPORATE HEADQUATERS PERSONNELL,IS CALLED A(N):
A) CALLER
B) CLIENT
C) ASSOCIATE
D) CONTACT
C) ASSOCIATE
THIS WILL BE AUTOMATICALLY GENERATED FOR EVERY CONTACT IN SALESFORCE.
A) CLIENT RECORD
B)CASE
C) FLOW
D) PERSON ACCOUNT
B)CASE
THIS IS WHEN A CASE THAT SHOULD HAVE BEEN HANDLED AND RESOLVED BY THE LOYALTY TEAM GET ESCALATED TO THE RETENTION TEAM.
A) TIER 3 ESCALATIONS
B) COMPLIANCE ESCALATIONS
C) INVALID ESCALATIONS
D) INVALID TRANSFER
C) INVALID ESCALATIONS