basic troubleshooting
This browser setting deletes temporary files saved from websites.
What is clear cache and cookies?
This credit reverts back to $2,000 per child for 2022-2025.
What is the Child Tax Credit?
This tool lets an agent check the status of e-filed returns.
what is EFE?
Where to look for a customer's prior orders of TurboTax.
This survey metric tracks if a customer would recommend TurboTax to their friends and family.
What is transactional Net Promoter Score (tNPS)?
This must be signed in and active to access our shared drive.
What is Google Sync?
$27,700
What is the Standard Deduction for MFJ, TY 2023
This number is unique to each customer, and can be sent through slack to identify them.
What is an Auth ID
Where to see if a customer has multiple accounts.
These phrases are available in IEP for chats, but you have to replace the information in between the brackets.
What are Smart Snippets?
What is Glance?
This is an agreement between two states that allows residents of one state to request an exemption from tax withholding in the other state.
What is reciprocity? (or reciprocal agreement)
We issue these codes to correct the pricing of a TurboTax product prior to checkout.
What is a Service Code?
Tool to check if the customer's refund has been received (refund transfer customers) only.
What is Webserve?
This Metric tracks whether a customer's issues and questions were completely answered.
What is Customer Resolution (CR)?
This is where you would change your status between available, breaks, and daily huddle.
Telephony
This credit has not been available since 2021 as there were no stimulus payments in 2022 or 2023.
What is the Recovery Rebate Credit?
This site houses expert communities, announcements, knowledge sharing and best practices.
What is Elevate?
Where you can take a customer to print their return.
What is print center?
These are comments that customers have the opportunity to leave for experts, either in an email survey, or in the FS checkout (PRS) survey.
What is VOC
This is what you use to request lead support.
What is a slack workflow?
Previous year income cannot be used to qualify for this credit in 2023.
What is the earned income credit?
This reference work has tax information, law explanations, and multi-state issues as well as industry news .
What is Taxbook
This metric, is not currently part of the bonus calculation, because we remain with clients as long as it takes to resolve their issue/s.
Every Customer, every interaction, every day!
What is Average Handle Time (AHT) or the average length of time per call
These are the types of contacts where we ask customers to "Share their TurboTax Live Screen"
Every. Single. Contact. (Both Assisted and FS)