Salesforce
This salesforce resource enables you to check whether customers have filed their tax returns for previous years.
What is EFE
This is our internal platform created to be a one stop shop for our experts to find answers, communication, get quick access to tools and resources.
What is Elevate
This six digit code allows you to view the customer's Turbotax screen.
What is Smartlook Code
This resource enables you to check the status of a customer's refund if they opted for the refund transfer method.
What is Webserve
She's from Barbados & knows what she wants--"Shut Up And Drive"
Who is Rhianna
This salesforce resource enables you to see all TurboTax accounts linked to a customer's (name, phone number, e-mail), helpful when they encounter login issues or have multiple accounts.
What is CSR
Your real time communication tool and primary tool for support interaction with leads.
What is Slack
This code provided by the customer allows us to download and open the customers tax file in TTD. We enter this code in this tool located in quickbase.
What is a Diagnostic Token
Your engine to find ctos, case numbers, and other information about FS cases
What is Splunk
Enjoy some jerk chicken in this Caribbean country where it originated
What is Jamaica
In this section, you can view customers' entitlements (i.e audit defense, max) and their past Turbotax product purchases from previous years.
What are Customer Orders
A resource for tax information, law explanations, and multi-state issues. It also has industry news where important tax law updates are shared as well as organizers and worksheets.
What is The TaxBook
A customer elects to pay TurboTax fees with their refund this is also known as
What is Refund Transfer
A customer cannot file due to a form not being available early in the tax season. We can use this tool to see when specific (federal and state) forms will be ready.
What is Tax Form Availability
An owl cannot move these from side to side, so it must move its head
What are Eyes
This tool helps small business owners create, manage, and file forms related to their employees and independent contractors (w-2, 1099-NEC)
What are Quick Employer Forms
Your public exchange for TT answers. A community where customers can ask questions and answered by TT Live experts.
What is the Turbotax Live Community (TTLC)
This specific slack channel gives updates about queues, vto offered, overtime offered, emerging issues.
What is #TTL-Announcements
This resource provides a list of all known issues in the TurboTax product, the investigation status, resolutions & any temporary workarounds.
What is Known Issues and investigations
(https://en.intuit.com/ttl-us/known-issues-and-investigations)
"Extra" this type of olive oil comes only from pressed olives, with no added chemicals
What is Extra Virgin Oil
I received a call but no case popped up/missing customer information. To resolve this, I will go into salesforce and "do this" to the customers' account.
What is Sync
This internal resource shows you where to enter the tax documents (information) into TurboTax and how to verify the information in the tax return.
What is the Turbotax How to Guide (WIKI)
(https://wiki.intuit.com/pages/viewpage.action?pageId=685673486)
A customer has received a notice from the IRS. After confirming entitlements, we see that they have purchased this add-on. The customer will follow up with taxaudit.com
What is Audit Defense
The customer is unable to share screen via smartlook. As an alternative you can screen share using this tool.
What is Glance (turbotaxshare.intuit.com)
If Mo can eat 25 Twinkies in 30 minutes, how concerned was Mo when this maker of Twinkies went bankrupt in 2012?
Who is Hostess