Customer Delight
Product Support Calls
Tax Credits/Reviewing
Multi State and Amendments
Mid-Season Expert Topics
100
It's the 2 tools that need utilized on every call.
What are the B4D and Smartlook?
100
Customers who pay for the download of TurboTax Desktop and TurboTax Online cannot be helped.
What is a myth?
100
Did your child live with you for more than half the year?
Did your child pay more than half of their own living expenses?
Does your child have a SSN that is valid for work?
What are questions you may ask when determining a child tax credit?
100
The amount of time a customer has to amend a federal return if they have a claim for refund.
What is 3 years?
100
Press Shift + Enter on your keyboard if using Windows and please provide me the 6 digit code
Press Shift + Return on your keyboard if you're using a Mac and please provide me the 6 digit code
Scroll to the bottom of the page and click Cobrowse and please provide me the 6 digit code
What is things you would say to a customer if you want to start Smartlook?
200
I'm the main tool that everyone taking welcome calls needs to have ready to go on my computer.
What is the TPA Welcome Call Guide?
200
This tool is
What is the EFE Tool?
200
A customer is asking about their flood damage deductibility. What credit/deduction are they looking for information on?
What is a casualty loss?
200
Customer question:
I did my 2021 return in paper and pencil. Can I amend it in TurboTax?
What is YES, but you will have to manually enter the paper and pencil return in as originally filed first, then amend.
200
1065
1120S
1041
What are tax forms that generate a K-1 for the customer?
300
Hear them Out
Empathize
Apologize
Take Action
What is the HEAT method?
300
Taxpayer or dependent SSN already used to file a return
An IP PIN is required
A form, such as 1095-A is required
The prior year AGI is incorrect
What is common reasons for an Efile Rejection!
300
Is the person your qualifying child or qualifying child of another taxpayer?
Was the person your son, daughter, stepchild, foster child, or a descendent of them, OR was the person your brother, sister, half brother, half sister, or a ancestor or sibling of either of them? OR was this person your stepbrother, stepsister, stepfather, stepmother, son in law, daughter in law, father in law, mother in law, brother in law or sister in law?
Was the person or any other person (other than your spouse) who lived with you all year as a member of your household?
Did the person have gross income of less than $4,300?
Did you provide more than half the person's total support for the year?
Did another person provide more than half the person's support?
What are some clarifying questions you would ask a customer when verifying the qualifying relative dependent status?
300
The filing agency with reciprocity in all 50 states
What is District of Columbia?
300
1. Select "help" at top of the TurboTax Screen
2. See drop down menu
3. Select "Send tax file to TurboTax agent"
4. Customer will get a "token code"
5. Customer will provide the token code.
What are the MAC client instructions for getting a diagnostic file?
400
Glitch, bug, defect, TTO, Unfortunately
What are words that can convey a negative feeling?
400
This tool is for?
What is to track status of customers using pay with refund?
400
Smartlook
Tax Forms in IEP
Diagnostic copy of the customer's tax return
What are tools an expert can use while reviewing a return?
400
- California.
- North Carolina.
- Colorado.
- Georgia.
- Michigan.
- New York.
- Pennsylvania.
- Vermont.
What are states that TurboTax supports for e-filing an amended return?
400
An 83(b) election is not available for recipients of this type of incentive, which is generally given employees outside the executive suite.
These awards generally vest based on a timeline that the employee must stay with the company.
What are RSU's, restricted stock units.
500
Suggested amount of times to use the customers' name during a contact.
What is 3?
500
The customer is filing to claim the Recovery Rebate Credit (stimulus)
The federal forms aren’t available (usually in January)
The customer already used the “Pay with my Refund” option
The federal refund won’t cover the TurboTax and RPS fees
The customer needs to paper file
What are common reasons a customer is unable to use Refund transfer to pay for their TurboTax filing?
500
Form 1040
Form 1116
Schedule 3
What are forms you would review as an expert to verify if a customer's Foreign Tax Credit looks correct.
500
Amending the return to switch filing status from Married Filing Jointly to Married Filing Separately.
What is an unallowable reason to amend?
Once you file a joint return, you cannot choose to file separate returns for that year after the due date of the return. If it is filed PRIOR to the due date, it will be considered the originally filed return.
500
Subsidiaries
Type of Income
Type of Foreign Tax
All of the above.
What are tax items that could cause K-1's to be divided when entered into TurboTax from a single K-1?