Basic Troubleshooting
This browser setting deletes temporary files saved from websites.
What is clear cache and cookies?
This is the IRS form most Americans use to file a basic individual tax return.
What is Form 1040
This tool lets an agent check the status of e-filed returns.
what is EFE?
Where to look for a customer's prior orders of TurboTax.
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.
What is Google Sync?
TurboTax helps users fill out this form to report wages, given to you by your employer by the end of January.
What is a W-2?
This number is unique to each customer, and can be sent through slack to identify them.
What is an Auth ID
Where to see if a customer has multiple accounts.
These phrases are available in IEP for chats, but you have to replace the information in between the brackets.
What are Smart Snippets?
This is an alternative to Smartlook for browsing a customer's entire screen.
What is Glance/Cobrowse
This is an agreement between two states that allows residents of one state to request an exemption from tax withholding in the other state.
What is reciprocity? (or reciprocal agreement)
We issue these codes to correct the pricing of a TurboTax product prior to checkout.
What is a Service Code?
This team helps review returns before the customer check out
What is QRT- Quality Review Team
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.
Telephony
If you’re self-employed, you will likely need to file this schedule along with your 1040.
What is Schedule C?
TurboTax guarantees you’ll get this, or your money back.
What is the Maximum Refund Guarantee?
Where you can take a customer to print their return.
What is print center?
"This is ___ with TurboTax, I am a Trained Tax Expert" satisfies this Quality of Service.
Branded Greeting
This is what you use to request lead support.
Intuit Assist/NLH
TurboTax can help you report your investment income, which is typically detailed on this IRS form.
What is a 1099?
TurboTax checks for these to help lower your tax bill, like the Child Tax Credit.
What are deductions and credits?
This acronym stands for information such as Social Security Numbers, addresses, and bank account details—its safe handling and protection are closely measured and monitored as a key TurboTax customer trust metric.
What is PII?
Share your TurboTax Live screen satisfies this Quality of Service Metric.
What is Smartlook?