Show:
basic troubleshooting
Know your Team Member
tax tools
customers
metrics/qos
100

This browser setting deletes temporary files saved from websites. 

What is clear cache and cookies?

100

Which Team member comes to huddle and say hi in the zoom chat?

Who is Tisha-Ann

100

This tool lets an agent check the status of e-filed returns.

what is EFE?

100

Where to look for a customer's prior orders of TurboTax.

What is Salesforce?
100

This survey metric tracks if a customer would recommend TurboTax to their friends and family. 

What is Net Promoter Score?

200

This must be signed in and active to access our shared drive.

What is Google Sync?

200

February is the month of celebration. Which two Female team members had a birthday in February?

Who are Charlise and Kim

200

This number is unique to each customer, and can be sent through slack to identify them. 

What is an Auth ID

200

Where to see if a customer has multiple accounts.

What is CSR?
200

These phrases are available in IEP for chats, but you have to replace the information in between the brackets.

What are Smart Snippets?

300
This is an alternative to Smartlook for browsing a customer's entire screen. 

What is Glance?

300

Which two team members like to talk about the TPA AIs?

Who are Jason and Mark

300

We issue these codes to correct the pricing of a TurboTax product prior to checkout.

What is a Service Code?

300

Tool to check if the customer's refund has been received (refund transfer customers) only.

What is Webserve?

300

This Metric tracks whether a customer's issues and questions were completely answered.

What is Customer Resolution?
400

This is where you would change your status between available, breaks, and daily huddle.  

Telephony

400

Which Team member did a presentation to the team?

Who is Marya

400

This site houses our team room, expert communities, announcements, knowledge sharing and best practices.

What is Elevate?

400

Where you can take a customer to print their return. 

What is print center?

400

This is ___ with TurboTax Live satisfies this Quality of Service. 

Branded Greeting

500

This is what you use to request lead support.

What is a slack workflow?

500

Who is the newest team member. 

Who is Nazario

500

This reference work has tax information, law explanations, and multi-state issues as well as industry news . 

What is Taxbook

500

We verify these four pieces of information before providing sensitive information to a customer. 

  • What are:
    First and last name of the primary or secondary taxpayer on the return
  • Last four numbers of the Social Security number (SSN) of the primary or secondary taxpayer on the return
  • Birth year of the primary or secondary taxpayer on the return
  • ZIP code on the return
500

Share your TurboTax Live screen satisfies this Quality of Service Metric. 

What is Smartlook?