Omni
This is the tool where GBA's go to schedule themselves for open shifts
What is Humanity?
Hub we use to access engagements, order history, initiate screensharing, and look up any and all customer information
What is IEP?
The status we use when we are ready to accept incoming calls
What is the Available status?
A program located inside the Product Expert Tools portal used to locate and complete modules
What is Docebo?
This product is used for simple tax returns that filed using Form 1040 only
What is TurboTax Free Basic Edition?
This is our main communication platform with each other
What is Microsoft Teams?
A secure browser that has to be open and logged into to access Intuit Tools
What is Island?
The status we use when we have to step away from the phone for any reason
What is the Offline status?
Sessions held during certification to touch base on progress and do roleplaying/games
What is Certification Assessment Check-In?
This TurboTax Product saves your returns directly on your hard drive inside of your PC
What is TurboTax Desktop?
Tier 3 agents available to assist you with certification
What is GPS (Gig Product Support)?
Username used to sign into Intuit Systems
What is SSO? (Single Sign On)
The (Very Rare) status we use when we need to call a call a customer back due to a disconnect or dropped call
What is Customer Follow Up?
The next step after you complete certification
What is Earn & Learn?
This product is what you will be prompted to upgrade to in order to claim deductions or credits such as Unemployment Info, 401K, Education Credits, or Child Tax Credits
What is TurboTax Deluxe?
Our Omni email used for work purposes only
What is Zimbra?
Used to initiate screensharing with TurboTax Online Customers
What is Smartlook?
This status automatically applied after every contact for 30 seconds and used to be utilized for note taking and closing out our case
What is After Contact Work? (ACW)
Where can we email if we would like to withdraw or have general questions about the program
What is Turbotaxgps@oiteam.com?
This product is best for self-employed people, or Gig workers
What is TurboTax Premium?
The app downloaded to your phone for two-step verification when logging into Omni tools
What is Microsoft Authenticator App?
An error you will receive if you are trying to sign into Island without signing into Global Protect first
What is a Single Sign On Error?
Option when you need to connect a customer with another department
What is transfer?
What we use during certification to assist us in knowing which modules we need to complete before moving on to Earn and Learn
What is the Omni Bridge?
This product saves your return to our servers or "cloud"
What is TurboTax Online?