Policy
We should never put the customers on this?
Hint: We can use Mute instead.
What is hold
I must do this for 15min before a lead request.
What is research?
Military does not get this TurboTax Service for Free.
What is TurboTax Live/ What is TurboTax FS
(Bonus Point: What is No Plus or Max Bundles )
Three word phrase to describe our directive for resolving the client's issue the first time they call in, also for completing a full service return on the initial call, so they don't have to call back or have us follow up.
What is a "One and Done"
This resource provides guidance in all aspects of preparing a FS return.
What is the Full Service End-to-End Guide?
These are 2 Unproductive Statuses
What is CFU, ACW, ACW Extended, System Issues, Training, External Email Support, Daily Huddle, Lunch, Break, Research, Meeting, Coaching, Project.
This resource is where the Tax Expert handbook landing page is located.
What is Elevate
This Credit causes an upgrade to Deluxe based on the entry on the W-2.
Hint: (Box 12 Code D)
What is the Savers Credit
(Bonus Point: what is Form 8880;
What is Credit for Qualified Retirement Savings Contributions)
What workflow do you complete if a customer requests and meets the requirements for a CPA call back?
What is a lead support request?
We do this when waiting for any action from the customer.
What is place it On Hold?
Morning commute start
What is 15-10 min before a shift
You can find a tools menu on the bottom right of this research tool/resource.
What is Salesforce
What help panel article explains What guidance do tax experts and TPAs need to know about Full Service forms edition pricing? (Provide Link)
________ ________ triage is a call type [Fill in the blanks]
What is Full Service Triage
You should always put a _______ on the outside of an engagement.
What is a DIRECT note?
Closers are expected to be in available how many minutes before close,and must have already taken their breaks and lunches?
What is 30 minutes?
What is our primary method of communication and a major resource for answers to many questions if searched for information?
What is Slack?
What product includes form 8915-F?
What is TurboTax Deluxe or TurboTaxLive Deluxe - Assisted or FS
What do you do if you get a Tax Advice or Product Support call for a taxpayer in New York if you are not credentialed and not certified for NY?
What is Support the client. *** Note: You can assist them, you just cannot prepare the return
These two documents must be deleted if uploaded by the customer.
What are military ID's and Socal Security Cards?
Before ending a call or chat, what must you ask the client if you have done prior to mentioning the survey?
What is resolved the issue/questions?
What resource allows you to access your team room on a tab across the top?
What is Elevate?
A ______ ______ is on a list of things that prevent a Tax Expert from completing a tax return for a client.
What is a service exclusion
What order would you prepare state returns with a client who has a resident state and a state they worked in but did not live in.
What is prepare the non-resident state first and resident state last.
A return that has been filed and/or rejected before coming to FS is a __________.
What is a Service Exclusion?