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Intuit
Turbo Tax 2017
| Question | Answer |
|---|---|
| What are examples of PII? | -Name -Address -Phone Number -Email -SSN -Birth Date -Credit Card -Banking Info |
| What does PII stand for? | Personal Identifiable Information |
| What is the TurboTax Golden rule for PII? | -Always Verify, Never Supply -Don't Supply, Always Verify |
| How many desktop products does TurboTax offer? | 4 |
| How many platforms does TurboTax has? | 1-Mac Desktop 2.Windows Desktop 3.Online 4. Mobile |
| What are the difference between the 2 desktop products? | Each product has almost the same tools, but they are placed in different locations |
| Is there a difference in the desktop version -vs- the online version? | Online looks even more different from the 2 desktop products. |
| Does TurboTax Desktop Windows or Mac auto save the tax file? | No. Customers will need to manually save the file to their computer. |
| Where does TurboTax Online save to? | TurboTax Online is able to save and hold the customer's current and prior year returns in their online account. |
| Does TurboTax Online have a Forms Mode? | No. THis is an exclusive feature for desktop users. Online customers can preview their 1040 form online only. |
| How many returns can be completed in TTO and TTD? | TTO: Only one Federal Return per account TTD: Unlimited, but again, only up to 5 Federal Returns can be e-filed. |
| What does TTO mean? | TurboTax Online |
| What does TTD mean? | TurboTax Desktop |
| Does TTO or TTD have to pay for the use of the state program? | Both: TTD:gets 1 free state for the Deluxe, Premier, & Home & Business. Add'l State have to pay. TTO: I must pay for each state program used. Bonus: TT Business doesn't come with free state and must be purchased |
| What are the 4 sections listed for E-file? | 1.Agent Only Results -Agent Tools Results 3. Customer Articles Results 4.Agent Alerts Results |
| What is the 1095-A form? | Health Insurance Marketplace Statement |
| Where is the EFE tool? | Under Agent Tools Section and click on the link Tool EFE |
| What is the last results section listed in a search tab? | Agent Alerts Results: Searching the Agent Alerts will produce the same results, but why not have all search results in one place! |
| What does NPS mean? | Net Promoter Score |
| What does QA mean? | Quality Assurance |
| What can the Agent Portal help you with? | -Tools -Articles -Widgets -AnswerXchange Articles -Sites -Outside resources like IRS.gov |
| What does AXC mean? | AnswerXchange Articles |
| What are the benefits of knowing how to transfer the return? | It cuts down the time you have to spend working on your taxes. |
| Can you Transfer information with a PDF? | Yes-U can transfer info from a PDF, with forms W-2, 1099-B, 1099-DIV, 1099-INT, 1099-OIT, and 1099-R. Make sure to search GEN85011 and GEN85412 for the most up-to-date information. |
| What is a W-2 form? | Is a form that employers use to report an individual's income and withholdings for the year. |
| What is the 1099-B form? | |
| What is the 1099-DIV form? | |
| What is the 1099-INT form? | Interest Income |
| What is the 1099-OIT form? | |
| What is the 1099-R form? | |
| What is the 1099-B form? | |
| What is GEN85011 ? | |
| What is GEN85412 ? | |
| What are income tax forms? | Standardized forms that allow the IRS to collect data in an organized and uniform way |
| Why do you have to add and subtract numbers on tax forms? | Everything a form requires you to calculate is the result of a tax law on the books. |
| How does tax credits and deductions affect taxes? | tax credit reduces the number of credits you owe, dollar for dollar. |
| What are the 3 most used tax credits | -Earned Income Credit -Child & Dependent Care -American Opportunity Credit |
| What are tax deductions? | It reduces the amount of credits you owe taxes on. |
| How many credits does TurboTax search for? | Over 300 |
| What is form 1098? | Mortgage Interest Statement |
| What is form 1098-E? | Student Loan Interest Statement |
| What does QEF mean? | Quick Employer Forms |
| How do you enter a W-2 in TT? | -Type w-2 in your TT search bar -Then click the jump to link |
| Where would you find Total Deductions and Total Credits in the online program? | TT tells you at the end of the Deductions and Credits section. |
| Where would you find the Federal Return? | At the top of the program |
| What is the quickest way to find where to edit the 1098-E | Search for the form name, then choose Jump to <form> |
| How would you be able to see the forms in this return? | Click the Forms button at the top of the program |
| Which 1040 form does this return have? | 1040 |
| What is the 1040-A form? | |
| What is the 1040-EZ form? | |
| What line you you find the AGI in the 1040 ? | On line 37 |
| What line on the 1040 would show the itemized deductions? | On line 40 |
| What type of Schedule form was created by the 1099-DIV? | Schedule B |
| Why would taxable income be lower than total income? | Taxable income is the income amount that is being taxed after deductions and adjustments are taken out of the total income. |
| What are State Tax Forms? | |
| What is Schedule A? | Itemize deductions |
| What is Schedule B? | Interest and dividends |
| What is Schedule C? | |
| What is Schedule D? | Stock Transactions |
| If you reside in Illinois and work in Iowa, what is the form you will submit to your employer for the reciprocal agreement? | Form 44-016, so you don't have to pay more taxes than you need to. |
| What is the Tax Assistance number for California? | (800) 852-5711 State of California Franchise Tax Board |
| What does MSRRA stand for? | Military Spouses Residency Relief Act (MSRRA) was signed in 2009. Since then, a nonmilitary spouse of a service member may be able to keep the same resident state of the military spouse regardless of which state they live in. |
| What is the Primary Form for New Mexico? | Form PIT-1 |
| What is a Non-Resident State? | For tax purpose, you are a non-resident of a state if you temporarily worked there (with no intention of making it your home) or you received income from sources in that state, such as rental property. |
| Which state return should always be done last? | Resident State-must be done last for the return to be correct. Doing the states out of order can result in penalties and fees. |
| What 3 states dos TT cover multiple city returns in? | New York, Kansas, and Nebraska-These 3 states are covered in the TT software. |
| Can a customer clear and start over their return once they have paid? | No, they cannot-once the state return is paid for it cannot be cleared to start over. If the state return still needs to be cleared, contact Tier 2 for more help. |
| Contributing to the Presidential Election Campaign increases your tax due or can reduce a refund? | False |
| No penalties will apply to a filer applying their tax refund to the next year if: | The retire in the current tax year |
| Which section supports Form 8379? | Miscellaneous Tax Forms |
| Why would a filer need an Identity Protection PIN? | Their identity has been compromised or their taxes have been affected by identity theft. |
| What are the 3 sub sections in Business Taxes? | -Investment credit property recapture -Self-Employment Tax -Farm or fishing income averging |
| When should a filer amend their return? | After the return has been accepted by the IRS. |
| What is the name of the Federal Amend Form? | 1040X Amended U.S. Individual Income Tax Return |
| What is the 1040-X form? | Amended U.S. Individual Income Tax Return |
| Can an Amendment be e-filed? | No, must be printed, attach all needed forms and schedules and mail in the return. |
| What address does amendments go to? | Department of the Treasury Internal Revenue Service Fresno, CA 93888-0422 |
| What is the site to track an amend through the IRS? | |
| Customers can transfer last year's info from H&R Block, TaxAct, and any Turbo Tax Return. | True |
| What are the two types of deductions? | -Standard -Itemized |
| What are the different ways a customer can import their W-2 information? | -taking a picture of it -Directly from your employer with the EIN |
| Karen calls in and needs to change her marital status. Where would you tell her to do so? | In the Personal info section |
| What type of return must be mailed in? | Amended |
| Which state with no income tax | Nevada and Florida |
| Karen and Sean recently got married. What are they able to transfer in to their joint return? | Only one of their returns from last year |
| Is it possible to amend a return in TurboTax which has already been amended? | Yes |
| Items included on the Tax Summary are: | -Exemptions -Tax Liability -Total income |
| The Tax Summary only matters if you owe taxes | False |
| What are the 3 Service Codes, and what are the differences between them? | -Courtesy codes-Gives 10-20% discount -Price Adjustment Codes-Adjusts price to a different product Free Codes-Makes all TTO products free |
| What are some possible reasons for giving a Courtesy Code? | -Customer appeasement -Cust was supposed to get a discount through financial institutions -Alternative to a price adjustment code |
| If a customer calls wanting to deactivate their account, what is the first step you should take? | Verify your customer's identity in their prior year EFE |
| If a customer thinks one of their account might be fraudulent, should you follow the Multiple Account Email Notifications? | Yes |
| Do you have to collect the customer's SSN for a deactivation request? | No |
| What is the final step to reactivating a customer's account that was deactivated by TurboTax due to activity suspicion? | check EFE or Contact Tier 2 |
| What is MFA? | |
| Who disables two-step verification (MFA)? Do you (the agent) do it for the customer? Or do you show the customer how to do it? | You guide the customer on how to do it |
| In what situation would you fill out the Disable MFA Submission form? | When the customer lost their phone and cannot disable MFA themselves. |
| If a customer cannot log into their account, what do you do? | Submit a MFA submission request |
| Using the Agent Portal, explain "Entitlement" | Individual benefits that you receive from the bundles and from using our paid program. -one is prior year tax return access. |
| What is considered a "paid" TTO program when it comes to the Tax Return Access Rules? | Deluxe, Premier, MAX, Self-Employment, and the Bundle addition "PLUS" |
| With the rules of Tax Return Access, would a customer who used Free Federal Edition this year have access to their prior year return if they used Free Federal Edition the prior year as well? | No, they would need to be in a paid program for the current year. |
| With the same rules, would a customer who used Free Federal Edition this year have access to their prior year return if they used Deluxe in the prior year? | Yes, they have access to their prior year returns for up to 2 years after the purchase of a paid program. |
| With the same rules, would a customer who used Premier this year this access to their prior year return if they used Free Federal Edition in the prior year? | Yes, since they purchased a paid program this year, they will have access to their tax returns for up to 2 years after they purchased the Premier. |
| Will Free Federal Edition customers have access to their current year tax return on December 1st? | No, since that's about the time the new Turbo Tax Online program goes live for the next year, their return would be considered a prior year's return. So they will have to purchase a paid program to have access to their return. |
| How would a customer get a copy of their return if they no longer remember their username and do not have access to the email on the account, and they cannot get past the security questions? | They would have to contact the IRS and get a copy mailed to them. |
| Your customer filed their return under the username CATs$Life and purchased PLUS. They need access to their prior year return which is under the username UveCat2BkKittenMe where they only Free Federal Edition. How do we help this customer? | Verify the purchase, then contact TIer 2 to get a Free Service Code. Once u have the code, upgrade your custmer into a paid program that isn't PLUS (Deluxe and above) and use the code on the Review you order screen, they should be able @ access the return |
| How would a customer get access to a PDF copy current year return in TTO? | Have customer sign into their TTO account, go to Tax Timeline, then click Download .pdf |
| How would a customer get access to a PDF copy of their prior year return (that was done for free) in TTO if they also used Federal Free Edition this year? | They must upgrade their current year online program to a paid version of TT. |
| The Create Order button in Salesforce allows you to: | -Take orders over the phone -Apply a downloadable version of the program to your customers TurboTax.com account -Place an order and ship a CD to the customer |
| Choose the 3 different types of service codes below? | -Courtesy -Free -TTO Adjustment -TTO adjustment |
| What are the 2 different ways you can give a customer their service code | -send an email -over the phone |
| Find the widget on NPS. Input the following: Ten 9s, Nine 8s, and One 4, What is your NPS calculations? | 45 |
| What is NPS measuring? | -how likely a customer is to promote our product and services |
| Find the widget on Downloads. What are the two paths to choose from? | -Establishing username/Account -Pushing the download |
| What products can you use "unlocks" on when using a Windows computer? | Anything in TTD |
| Customers must call TT to change or update their TTO login info. | False |
| In the Login Troubleshooting widget, what are the 2 paths you can take to resole the customer issue and get them into their account. | -Verification Code issues -User ID or password is incorrect |
| Turbo Tax Advantage is: | A service that customers have to sign up for in order to automatically receive TTD |
| When looking at the Efile Reject widget, which soft skill does it go over? | Showing empathey |
| What options are available for receiving a refund? | -Direct Deposit -NetSpend Card |
| Which statements are correct about e-filing? | -a return cannot have any TT errors -only current year returns can be e-filed |
| Sean e-files his return and receives rejection error R0000-500-01. What caused the rejection error. | Sean's last name and/or SSN does not match IRS records. |
| Vanessa called in to see if she requested a check refund or a direct deposit. She has confirmed that she e-filed with us. What can you do to check the type of refund she requested? | Check EFE to verify return status and refund type. |
| How can you use the EFE look-up tool to assist a customer? | -Confirm rejection reason -Identify User ID associated with the account -Check filing status |
| In the Agent Portal, which widget would you use to help you with calls about refunds? | Where's My Refund |
| To pull up an order in Webserve you may use which of the following: | Email address associated with the return |
| In the Auto Debit widget, what are the three other tools listed in the widget? | -EFE -CSR -Privacy |
| If the customer does not want Auto Debit to go through, what option do they have? | They can pay with a credit card |
| PATH Act impacts which group of taxpayers? | EIC-Earned Income credit EITC-Earned Income Tax Credit ACTC-Additional Child Tax Credit |
| There will be a delay in refunds for EIC and ACTC taxpayer returns filed prior to which date? | Feb 15, 2017 |
| This law impacts TurboTax because we are the biggest software tax company. | the PATH Ace impacts all software companies. PATH Act is not company-specific, as it is a law that must be followed. |
| What are 2 key components in the first step of the E-file Rejection Widget? | -Show empathy and reassure your customer -explain what happened |
| When an E-file has been rejected, what does the status day? | Rejected_Agency |
| What is the first step under Explain & Explore? | Read the "Intuit Problem Message" to your customer |
| What results come up when you search the Agent Portal for "IND-031-01"? | -the AGI, Self-Select PIN, and IP PIN Troubleshooting Widget -Open the AGI and PIN Troubleshooting Widget now |
| What button should you have your customer click if they want to attempt to E-file again | The "Fix It" Button within their TT return |
| If your customer doesn't want to submit their E-file again, what can you do to assist them? | Help them print their return to file by mail |
| Once you've assisted your customer the final steps are to do what? | -Recap email -closing the call |
| Rejection code IND-032-02 | Spouse's Prior year PIN and AGI was incorrect |
| Rejection code F1040-512 | Dependent's SSN# cannot be claimed on two separate returns. |
| What is BFS? | The Bureau of the Fiscal Service |
| What is an acceptable reason to go to Tier 2? | AnAgent Article or the Agent Portal refers to Tier 2 for issues resolutions. |
| Can you transfer to a Tier 2? | No |
| What should you provide your Tier 2 in the Question box? | Your name, case id #, and any relevant information about the issue. |
| What type of submissions do you think you report to the CSI team? | marketing errors, wrong pricing advertised, calculation errors, defective CD |
| What happens after we submit the issue to CSI | -place the record in an investigation state -If there is no answer to a problem that has arising, then they will create a FAQ -on the CSI support site there will be an article |
| Any important call-outs? | The CSI is only a 4 person team. -Don't transfer anyone to this department |
| What are the 5 steps you should take before you transfer a call. | 1. Identify 2. Troubleshoot 3. Salesforce steps 4. Give case number 5. Transfer |
| How can you ensure that the transfer process goes smoothly for your customer? | -make sure your notes are complete -ensure you're transferring to the correct queue -Give your customer the case number and be transparent. |
Created by:
Jcoutain