FTS
An inbound call is only routed to you if your nice/CXA Is in what status?
Available
In the salesforce flow, what font-colored agent scripts must be read verbatim?
GREEN
This Phrase, "an internal client who works in the Field and needs Technology Support" Is a definition of what? -
A Contact
If a contact calls or chats about an identified Known Issue, you'll add the title of the Known issue to which field of your open Salesforce Case?
Known Issues
Irene from a franchise office called for help with her workday. It's not loading and sc too. What article would you use to troubleshoot her web browser?
CHROME- CLEAR CACHE AND COOKIES - ARTICLE ID: 21511
The Office 03467 is in what zip code?
91722
Your contact states that every time they try to set an appointment for a client, it does not appear in appointment manager. Which resolution flow would you follow in Salesforce to assist them?
WEBAPPS
Based on the latest retail tax office technology standards, What is the current operating system?
WINDOWS 11 ENTERPRISE
How is Blockworks online accessed?
FROM WITHIN WORKCENTER
How many seconds do you have to accept a new chat before it is missed?
45 seconds
Mauricio, a tax professional at company office in Dallas, called for help with the epson, it's on, but wont print receipts right now. what article would you use to assist the contact?
RECEIPT PRINTERS - TROUBLESHOOTING: ARTICLE NUMBER 22443
What is the name of the Web Application Field Associates use to clock in and out of their shift?
Dimensions
When in a clients account in work center what section do you select to find the tax return GUID?
Which of these do you need to start an unassisted remote session with the contact?
CONTACTS WORKSTATION NUMBER OR ROLE
To execute tasks requiring administrative privileges you'll need techadmin credentials. What username do you use along with the generated password to accomplish these admin tasks?
Techadmin
What is the title of the Salesforce field you enter or confirm the contact's best phone number?
Case contact phone
What is the hub, or general article ID for work center?
21834
The Office 66754 is a company or franchise office?
Franchise
Maura calls in from a Company office to report that the point-of-sale computer will not step in; you need to escalate the case for a replacement. What escalations template would you use?
FIELD DISPATCH MISSION CRITICAL
Debbie's computer has a broken monitor. After troubleshooting you identify there is no fixing it and it needs to be replaced. Which escalation type will you select if Debbie is working in a franchise office?
HOTSPARE
Which tab in TOAST lists all the hardware found on the office network?
HARDWARE INVENTORY
When attaching knowledge articles to a case, we only attach articles with one record type. What is it?
TSC
Jessica Simpson in office 33364 is receiving this error "This return cannot be opened in the office since this is not a Virtual Office you are assigned to" What knowledge article provides you a resolution to assist the contact?
REMOTE DESKTOP (IN THE OFFICE) - OVERVIEW AND TROUBLESHOOTING
True or False: When assisting Joel, a Tax Pro working from home, the preferred type of remote session is an unassisted remote session.True or False:
False!
What Icon do you select to edit a field in Salesforce?
The pencil
Which question type do you use to begin probing?
Open-ended
In order to close or escalate each case, you must do what on every call or chat?
Finish the call flow
What is the name of the superhero who teaches Active Listening and Empathy?
Amplify
Contact calls about this error in their return "blockworks is not able to open this return and return from work center again or contact technical support to research the issue?
WORK CENTER - VIRTUAL RETURN ERROR: NOT ABLE TO OPEN RETURN. ARTICLE ID: 21448
How do you access BeyondTrust?
It's installed on your computer
What is an H&R Block web application?
Software applications accessed through a web browser and designed to streamline and enhance H&R Block tax-related processes.
Which of the following is NOT mission critical?
THE POS SYSTEM IS DOWN FOR THE ENTIRE OFFICE
THERE IS NO LONGER ANY INTERNET
LUIS REPORTS THE GUEST WIFI IS DOWN FOR THE WHOLE OFFICE
THE OFFICE HAS LOST POWER
NO CLIENT CAN ACCESS GUESS WIFI
H&R Block has both Company and Franchise owned tax offices. When it comes to technology support, What types of offices do we provide support to?
Yes, we do support both Company and Franchise offices, and all field associates who work in or support these offices.
Where do you search for a knowledge article that you want to attach to a case?
Knowledge Pane
Elanor, an MTL in a company office, states that there is an inactive associate shown. what article would you follow to assist Elanor?
21488
Which case comments template do you use for Web Application calls?
All Other/General
What is GoSystems?
Gosystems is our new Entity Tax Engine
One tax office note we did not talk about specifically is an EA working in the tax office helping clients. Use the acronym list to find this term. What is an EA?
Enrolled Agent
When you select Cases from the Service console, where do you click next to search for a Case list view?
The Small Black Caret
What is your secret weapon for a new chat?
Chat Transcript
Your contact needs assistance installing a printer on one of the workstations in their office, which article do you follow to assist them?
TOAST - PRINTER INSTALL 21504
How is Gosystem accessed (by a Tax Office already using this new program for entity returns)?
From Within Workcenter
Jennifer James is calling from office 04764 and needs help launching Appointment Manager from the icon on her desktop. What contact type do you select to handle this?
WebApps
Sandy TImmons is calling from Office 12345 and needs help installing the printer on all machines in the office. What contact type do you select to handle this?
General Knowledge Search
In the left pane of Salesforce, what is the title of the field you confirm and if necessary edit the contact's office ID?
Associate office
What tool do you use to create a case and complete a flow when the contact calls in for help?
Amp's Associate Facing, Salesforce
John Anderson with SSO ID: 941218 and email john.anderson4@tax.hrblock.com is currrent when did his AJI-027331 job role end?
4-18-25
This is a Field Associate admin tool that allows field management to update information about their office and to opt in and out of services provided by the H&R Block Corporate Office. What is the name of this tool?
WEBCDB
What is Blockworks Online? (Verbatim (Or Close))
Tax Preparation program built on Cloud technology. H&R Block's proprietary software used for client's personal (individual) tax returns.
The phone number for field support is used by
THE FIELD.
The technical infrastructure of a tax office consists of what? (All 3 Pieces)
Hardware, network, and telecommunications (basically anything attached to the office)
Debra Parker is calling for help with her CLient Experience monitors. Sometimes it works, sometimes it doesn't. Last time she tried it didn't load documents, only showed a white screen. What article would you use to troubleshoot the issue and attach to your case?
Blocksign - White Screen: Documents not loading Article ID 25845
What is the title and article number of the knowledge article with steps to process a payment?
BLOCK PAY - PROCESS PAYMENT; ARTICLE NUMBER: 21557
When documenting a case, what information must be in a Salesforce field or within the Case Comments?
A) Case Contact Phone
B) Web Application Name and/or Specific Model of Hardware impacted
C) Any error message the contact is experiencing
D) Only A & C.
E) All of the Above.
E) All of the Above.
What button do you press to attach an article you used to troubleshoot your open case?
Attach article
Where do you go in Salesforce to add a new case comment?
Comments
How many knowledge articles should you attach to a case?
As many as you need to.
When in an open Salesforce case, the call flow is found in what pane?
Middle
OFFICE 46120 HAS PICTURES OF SOME OF THEN SPECIFIC HARDWARE AND EQUIPMENT IN THE OFFICE WHAT TAB SHOWS YOU ALL 5 PICTURES?
RELATED
Which of the following is true when troubleshooting an office with no internet connectivity and the contact calls from a non-office phone?
These cases are always escalated as Mission Critical.
You can reboot the ISP modem remotely.
You'll ask the contact to reboot the ISP modem.
D) You must be able to remote into the server to help.
You'll ask the contact to reboot the ISP modem.