Tax Research
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
Your real time communication tool and primary tool for support interaction with leads.
What is NLH
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
Are to find ctos, case numbers, and other information about FS cases
What is the history tab?
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
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)
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
(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)