CALL FLOW
INFORMATION VERIFIED ON A CALL
FULL NAME
CUSTOMER ACCOUNT NUMBER(CAN)
EMAIL ADDRESS OR PHONE NUMBER
METHOD OF FINDING AN INPUT FROM THE FORM PREVIEW
CLICK ON THE BLUE BOX ON FIELDS TO BE TAKEN TO THE INPUT
HOW TO AMEND A RETURN
MISCELLANEOUS FORMS -> AMENDED RETURN(1040-X)
FORM FOR REPORTING FARM INCOME
SCHEDULE F
TOOLS TO OPEN AT START OF EVERY DAY
GLOBAL PROTECT, ESTART, PHONETOOL, SALESFORCE, AND PTO
PTO CALL GREETING
THANK YOU FOR CONTACTING INTUIT ACCOUNTANTS. MY NAME IS _____ WITH PROCONNECT TAX ONLINE. MAY I GET YOUR NAME, CUSTOMER ACCOUNT NUMBER, AND EMAIL ADDRESS.
SHOWS ERRORS CAUSED BY THE TAX INPUTS
CRITICAL DIAGNOSTICS ON THE CHECK RETURN TAB
WHERE TO DEDUCT STATE AND LOCAL SALES TAX
ITEMIZED DEDUCTIONS (SCH A)
FORM FOR REPORTING SELF-EMPLOYMENT INCOME
SCHEDULE C
LEVEL 2 VERIFICATION ITEMS
DOLLAR AMOUNT OF MOST RECENT RENEWAL OR RETURN PURCHASE
BILLING ADDRESS
LAST 4 DIGITS OF THE CREDIT CARD ON FILE
CALL FLOW PROCESS
IDEAL-C : IDENTIFY, DEFINE, EXPLORE, ACT, LOOKBACK, CARE
LOCATION OF CUSTOMER ACCOUNT NUMBER
SETTINGS AND ABOUT YOUR PROCONNECT TAX
CREDITS > GENERAL BUSINESS AND VEHICLE CR > VEHICLE TAB
FORM FOR REPORTING DISPOSITIONS
SCHEDULE D
PROCESS FOR CREATING A CASE
SEARCH FOR CAN, IN ACCOUNT CLICK CREATE CASE AND FILL IN THE APPLICABLE INFORMATION
A WAY TO VERIFY YOU ARE ALIGNED WITH THE CALLERS ISSUE
PARAPHRASING THE ISSUE THE CUSTOMER GIVES YOU
LOCATION OF SCREEN SHARING FEATURE
SETTINGS AND SMARTLOOK
GENERATE A 1040SR
PTO AUTOMATICALLY GENERATES FORM 1040-SR IF OVER 65 YEARS OLD, AND YOU CAN FORCE FROM THE MISC INFO/DIRECT DEPOSIT INFO SCREEN
FOR DETAILING ITEMIZED DEDUCTIONS
SCHEDULE A
INTERNAL JARGON YOU SHOULD NOT USE
TIER 2, TIER 3, SUPPORTABILITY, OR ANY INTERNAL TOOL NAMES
REASON TO AVOID ASSUMPTIONS DURING DEFINE
TO ENSURE ACCURATE UNDERSTANDING OF THE CALLER'S NEEDS OR ISSUES
LOCATION TO ADD A STATE TO THE RETURN
PROFILE TAB
ENTERING A 1099-B
ENTERED ON THE DISPOSITIONS INPUT SCREEN
FORM USED TO REPORT DEPRECIATION
DEPRECIATION SCHEDULE
WHEN TO GIVE OUT THE CUSTOMER ACCOUNT NUMBER
NEVER
IT IS NEVER ACCEPTABLE TO PROVIDE PII
VERIFY NEVERY SUPPLY
PURPOSE OF THE LOOKBACK PHASE
TO REVIEW THE OUTCOME OF THE ISSUE AND THAT IT IS RESOLVED
WAY TO VIEW A LIST OF SPECIFIC YEARS TAX RETURNS
TAX RETURNS SCREEN AND THE YEAR DROPDOWN
FORCE THE 8949 TO GENERATE
INCOME > DISPOSITIONS > CARRYOVERS/MISC INFO INPUT SCREEN
EFILE SIGNATURE FORM
FORM 8879
WHAT ASSISTANCE CAN YOU GIVE SOMEONE CALLING ABOUT A STUDENT ACCOUNT?
VERIFY ACCOUNT USING REALM IDCAN ONLY VERIFY THAT THE ACCOUNT IS SETUP AS A STUDENT ACCOUNT AND SETUP IF NEEDED