Show:
THE HOLY IRM
LET ME HOLLA AT YA
GETTIN' THIS MONEY
SIPPIN' ON SERP
POTPOURRI
100

This is the part of the IRM that Accounts Management CSRs will follow for work procedures.

What is Part 21?

100
When greeting the taxpayer over the phone, CSRs must provide these two pieces of information.
What is the CSR name and ID/badge number?
100
This is how often SETR should be completed by CSRs.
What is daily?
100

A link to SERP and other resources can be found here after you log on your computer and open the internet browser.

What is the IRS Source page?

100

True or False? You can look up your own tax records on IRS computer systems since it is your information.

What is false? (Don't do it even though it is tempting. Just not worth it. For Pete's sake! You want to keep your job right?)

200
Name at least 2 places where the IRM can be researched.
What is SERP, www.irs.gov, and IRM Online?
200
The process used to identify the taxpayer's exact question is called this.
What is targeting?
200

This tool is mandatory and used by CSRs when assisting a taxpayer with a tax law question.

What is ITLA, Interactive Tax Law Assistant?

200

CSRs will use SERP to navigate this which governs all IRS procedures.

What is the IRM, Internal Revenue Manual?

200

This is the hold time limit when no timeframe is provided to the caller.

What is 5 minutes?

300

True or False? All IRMs contain the same information.

False

300

This form is completed when the caller is unable to remain on the line or if the call will not be completed prior to the end of the tour of duty.

What is e-4442/4442?

300
When a taxpayer is using profanity towards a CSR, it is allowed this many times before disconnecting the call.
What is once? (Give the taxpayer a warning then if taxpayer continues to use the profanity at the CSR, disconnect the call)
300

"That is outside my scope of training." CSRs will use this which is found on SERP to transfer a taxpayer to a different department.

What is the TTG, Telephone Transfer Guide?

300

This program provides information on notices and letters taxpayers may recieve.

What is SNIP, Servicewide Notice Information Program?

400

When it comes to job aids, user guides, the IRM, online tools and lead advice, this is to be followed no matter what.

What is the IRM?

IRM is KING

400
CSRs will not "parrot" back the taxpayer's issue. Instead, this will be done.
What is paraphrase?
400

Where on www.irs.gov can taxpayers go to check the status of their refund?

What is Where is my refund?

400

IMF or BMF? We as accounts management CSRs are to follow any portals, alerts or IPUs that are marked as this for this audience.

What is BMF? (Business Master File)

400

What is the address of this location (including city, state, and zip)?

What is 333 Scott St. Covington, KY 41011?

500
The IRM section 21.4 deals with this kind of issue.
What are refund issues?
500
CSRs must maintain a level of ________ when dealing with taxpayer contact no matter what.
What is professional courtesy/professionalism?
500
CSRs can suggest this website to taxpayers to get self assistance for issues concerning refunds, transcripts, forms, etc.
What is www.irs.gov?
500

CSRs are given this many days to comply with IRM updates before receiving defects for improper procedures.

What is 7 days?

500
Most adults have this number of teeth.
What is 32