salesforce
what do you always open before opening salesforce to get case pops
Your ccp
Login steps for slack
select sign in manually
enter cg-agents
sign in with sso(intuit)
who's information shows up in webserve
Refund transfer cx.
You can verify in webserve to verify the cx did use the refund transfer process to pay TurboTax fees with a federal refund.
What is the first thing you login to when you come to work.
global protect
True or false everyone is required to have a picture in workday?
True
Do you have to have every case in your name?
Yes.
What should be after your name in slack
CNX WFH PS Specialist
What do you have to do before discussing information in webserve with the cx.
2nd level verfiy
2nd thing you log into
estart
Who should you contact if in need of help with your schedule?
Team leader
What are the steps when you have no case pop?
Home drop down bar
lookup online account
Search cx name, email, phone number auth id
What is agent assist?
under apps under ask spoke???bounus
What is an auto debit?
Auto Debit is a process we use to collect TurboTax product fees from
customers who chose Refund Processing Service (RPS) to pay for their returns , and
the fees have not been received
3rd thing you log in to
intuit directory apps
1st ccp
2nd salesforce
3rd slack
What is the ivr line phone number
Attendance IVR 1-800-782-8411
Where are the three locations you can access efe from inside of salesforce.
Home drop down bar
case actions
agent tools
What is the traffic room?
Request breaks lunches and restroom breaks.
How to defer a auto-debit.
select tools/actions and click on email 1,2,3 and confirm.
What is something else you should always have up?
All in one guide book
Do we supply or verify?
verify only
What is 2nd level verification?
full name
last 4 of ssn
date of birth
zip code
Where should you always reply in when asking questions in the channels except traffic?
Thread..
What is an IRS offset?
The amount of my federal payment (e.g., income tax refund) has been reduced ("offset"). If an individual owes money to the federal government because of a delinquent debt, the Treasury Department can offset that individual's federal payment or withhold the entire amount to satisfy the debt.
What is the best tool you have?
Who is the BEST Sme?
Laura?