Resources
This resource can be used by anyone, anywhere and anytime. It contains an endless amount of information.
What is Google?
This should be promoted on each and every call.
What is the Survey
This product offers Tax advice and a final review......
What is Live (Basic, Deluxe, Premier, Self-Employed)
You can email customers using this tool located inside of another.
What is Salesforce
We should always do this level of verification when a customer inquiries about account activations/reactivations, e-file status, e-file rejection reason or DCN/Mef
What is Level 2
The tool provides internal articles, community articles and FAQs. This is our only resource for internal intuit articles.
What is Help Panel?
Each call should open and close using a specific term to build value in the product
What is a Branded opening and closing?
Ria is single, received a W2 from her Full-time job and another from her part time bartending job. She has 1 child and a dog. Ria has never done her own taxes. Which product would you recommend?
What is Live Basic
You can find the status of a customer's E-File Rejection here
What is EFE
This is where a desktop customer can find prior years returns.
What is IRS.gov
What is saved to local drive?
Desktop does not save E-filed returns online.
This resource can be accessed by the public. It includes articles, discussions and also offers videos and tips that are customer facing.
What is the TurboTax Support/Community Page?
We should ask these types of questions when we are attempting to define the customer issue
What is probing questions
This product offered the ability to take deductions for Charitable Donations over $300, Unemployment Income and Education Expenses
What is Deluxe or Live Deluxe
These deductions are also available in Premier and Self Employed.
Where can you find the status of an Auto Debit?
What is Webserve
Offer customers that have changed phone numbers and email addresses this link in order to get back into their account.
What is Account Recovery
We use this resource not only to communicate with each other, but also to seek answers to questions that were previously asked.
What is Microsoft Teams
Before the call end, we should summarize and state the issue is resolved
What is a Lookback
Married couple Jake and Jan, own a home and small Etsy shop. They would like someone to review their return when they are done. What product would you recommend for them?
What is Live Self Employed
Code that we issue to customers to offer to customers to increase that probability that they will complete their take return
What is Discount, Courtesy, Downgrades, Service, Price Adjustments?
This new tool provides the fastest and easiest way to get help. You can chat with the bot or connect to a Tier to agent
What is Expert Assist
This tool will allow you to see the customer's Turbo Tax Online screen and point them in the right direction.
What is SmartLook
This call flow will help you successfully navigate calls and keep you on the right track to deliver awesome.
What is IDEAL
Robert is retired and only receives income from his retirement fund and 3 rental properties he owns. He has been completing his taxes for many years and does not need assistance. Which product would you recommend?
What is Premier
The only approved phone statuses are
What is AVAILABLE, OFFLINE, CUSTOMER FOLLOW UP
I am permitted to submit this request if any of the following apply.... death of spouse, paid for Plus to access prior year, but already had a different paid account, accidentally selected and paid for the wrong state, duplicate charges, known product defect, return is rejected due to identity theft.
What is a Refund (via Salesforce)