Turbotax Live Jeopardy

basic troubleshooting

100

This browser setting deletes temporary files saved from websites. 

What is clear cache and cookies?

200

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

What is Google Sync?

300

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

What is Glance?

400

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

Telephony

500

This is what you use to request lead support.

What is a slack workflow?

tax changes

300

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)

tax tools

100

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

what is EFE?

200

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

What is an Auth ID

300

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

What is a Service Code?

400

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

What is Elevate?

500

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

What is Taxbook

customers

100

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

What is Salesforce?

200

Where to see if a customer has multiple accounts.

What is CSR?

300

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

What is Webserve?

400

Where you can take a customer to print their return. 

What is print center?

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

metrics

100

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

What is Net Promoter Score (NPS)?

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

What is Customer Resolution?

400

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

Branded Greeting

500

This metric measures the time between when you receive a Full service engagement and file it. 

What is same day complete?