MIDTERM 1
When not working on a case, agents can search the ___________ search to research specific topics or knowledge articles.
Global
What is the golden question.
"Are you using the Online product that you log in to with a username and password, or did you download and install it on your personal computer"
is used in the training class to keep actual client information safe.
Sandbox Training
When not working on a case, agents can search the ______ search to research specific topics or knowledge articles.
GLOBAL
and are additional support features only available in the Online product
. Expert Chat Help and Tax Pro Review
and make up your overall class score.
Final and Midterm
Premium and Business tax preparation is only available in which DIY product?
Software
Call/Phone agents use _______ to conduct the phone conversation with a client.
NICE
To pass this class you must earn a ____% overall average on your tests.
80%
Emerald Advance and Spruce cards are examples of services H&R Block offers
Financial Service
Chat agents use _____ to conduct the chat conversation with the client.
OMNI
______is the tool used for all contact management.
Salesforces
_____ clients use a username and password to access their tax preparation program
Online
Click _______ to add a knowledge article to a client case.
ATTACH
In the year ______ the Bloch brothers opened their tax return company.
1955
clients download and install the tax preparation program.
Software
When a case that should be handled by the loyalty team is escalated or transferred to the retention team, that is called a/an
Invalid Escalations