Tax Tools
This tool lets an agent check the status of e-filed returns.
what is EFE?
What is Global Protect?
This guide helps the customer make sure all the necessary documents are uploaded, and also helps to identify certain returns that are out of scope (OOS).
What is the Welcome Organizer?
This product is used to open up diagnostic files.
What is Turbo Tax Desktop?
This survey metric tracks if a customer would recommend TurboTax to their friends and family.
What is Net Promoter Score?
What is another name for Smart Expert Guidance & Recommendations?
SEGR
How many on the team can file NY returns?
6
Anton
Deshae
Mykai
Jeanette
Kim
Sandeep
This feature allows an agent to verify if audit protection was purchased.
What is check entitlements/Order Look Up
This must be signed in and active to access our shared drive, and you'll know you are signed in if you see your first initial in the upper right corner of your chrome browser.
What is Google Sync?
The PRS (Product Recommendation Survey) pops up for the customer to fill out during this point in the Full Service process.
What is checkout?
Product used by customer needing help with tax questions on a self prepared return.
What is Turbo Tax Live Assisted?
These phrases are available in IEP for chats, but you have to replace the information in between the brackets.
What are Smart Snippets?
Establishing a relationship with your customer is called?
What is rapport?
How many are on Intuit's Recognition Wall?
4 and counting..keep watching
This tool is needed to deep dive into customer data.
What is a diagnostic file?
What is Glance?
The tNPS survey for Full Service, which is different than the PRS survey, is emailed to the customer at what point in the Full Service preparation process?
What is at the end of the first call with the customer?
Additional fee charged when an expert review contact wants their entire return reviewed in Full Service (not an OOS return).
What is 0?
This Metric tracks whether a customer's issues and questions were completely answered.
What are patience, resilience, tone and conflict resolution know as?
Soft Skills
Who is in third place for the highest surveys in TTLA?
(Jan-Current)
Teri! beats Mary by 1 survey with 37
This site houses expert communities, announcements, handbooks, knowledge sharing and best practices, and should be one of the first places you go for research
What is Elevate?
This is where you would change your status between available, breaks, and daily huddle.
What is Telephony?
This Full Service metric shows how many returns are completed in the same calendar day.
What is Same Day Complete percentage?
This Product offers a maximum refund guarantee
What is ALL Turbo Tax products?
I am a 'trained tax expert' satisfies this Quality of Service (QOS) portion of the call flow guide.
What is Intro/ Introduction, Branded Greeting
What happened on Wednesday April 2nd to help customers and experts?
Enhancement to screen share and Video Meeting
Who is in the lead for TNPS Full Service Surveys?
Mary! with 5
This reference work has tax information, law explanations, and multi-state issues as well as industry news.
What is the Taxbook?
This is what you specifically use to request lead support.
What is a slack workflow?
These are situations where certain facts or issues with the customers tax return make us unable to complete the return.
What are service exclusions? (Will accept OOS)
Feature allowing customers to purchase lifetime audit protection
What are:Max Bundle
Premium Services bundle (CA residents)
This is the QoS metric that ensures your efforts are rewarded.
What is the survey pitch?
What is form 4868?
Extension to file (not pay) return
Who has 100% green for both TTLA and FS Metrics since the beginning of the season?
Sandeep!