IOLA
What does OLA stand for?
Online Accounts Vertical.
Who uses Tax Pro?
Who uses Tax Pro?
What does BTA stand for?
Business Tax Account.
What is MFA?
Multi-factor authentication.
Purpose of support process?
Resolve issues consistently.
Before starting?
Check audio, screen, agenda.
Name one thing a taxpayer can do in Online Account.
View balance, make payments, see notices, transcripts.
Main purpose?
Access client tax data securely.
Primary users?
Businesses and reps.
What is phishing?
Scam to steal info.
Good training includes?
Intro, demo, practice, Q&A.
Keep engagement?
Polls, questions.
Common reason user cannot access OLA?
Identity verification issues.
Credential requirement?
Identity + authorization.
One thing managed?
Payments, notices, account info.
Account takeover?
Unauthorized access.
Why audit trails?
Track activity.
After demo?
Pause for questions.
One benefit of OLA?
Self-service access.
Needed before accessing client data?
Proper authorization (POA).
Common challenge?
Access/authorization requirements.
Why identity proofing?
Ensure correct user.
What is escalation?
Send to right team.
Stay on time?
Use timer, parking lot.
What if identity can't be verified?
Use backup/assisted verification.
Why tightly controlled?
Protect taxpayer data.
Why important?
Shows business digital interaction.
Strong password?
Long, unique, not reused.
Case documentation?
Record issue details.
Good closing?
Summarize + next steps.