Basic Troubleshooting
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 tool lets an agent check the status of e-filed returns.
what is EFE?
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?
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?
This feature allows an agent to verify if audit protection was purchased.
What is check entitlements/Order Look Up
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?
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?
This tool is needed to deep dive into customer data.
What is a diagnostic file?
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.
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 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 Product offers a maximum refund guarantee
What is ALL Turbo Tax products?
I am a 'tax expert' satisfies this Quality of Service (QOS) portion of the call flow guide.
What is Intro/ Introduction, Branded Greeting
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)
This reference work has tax information, law explanations, and multi-state issues as well as industry news.
What is the Taxbook?
Feature allowing customers to purchase lifetime audit protection
This is the QoS metric that ensures your efforts are rewarded.
What is the survey pitch?