HRB Exam Questions and Answers
100% Pass
Describe the purpose of the CSO - ✔✔To provide help & inspire confidence in our
clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ✔✔Care to
provide help & inspire confidence; serve w/ transparency; win by making it easy.
Escalation teams - ✔✔Escalations agents research and resolve escalated cases submitted
by Tier 1 agents.
People Center - ✔✔provides human resource support to H&R Block associates.
Emerald Card team serves - ✔✔Emerald card clients; merchants; banks; clients w/
financial products; anyone
A digital agent - ✔✔
A client relations/ field call support agent - ✔✔
5 steps of the call flow - ✔✔1. Call/greeting- (Thank the client for calling, introduce
yourself, & offer to help)
Katelyn Whitman, All Rights Reserved © 2025 1
, 2. Contact Identification- (Confirm who's calling)
3. Issue Identification- ( listen to the client's problem statement, determine the root of
the cause through probing questions, & navigate salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable, to
complete all troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R
block & pitch the survey.
Explain what a DIY agent does for H&R block - ✔✔As a DIY agent, you'll ensure the
client's experience is seamless. Your role is to consider and simplify our client's
experience by resolving their issues and answering the questions they ask by phone or
chat. No matter their contact method, our clients still expect and are given the same
excellent experience.
Classify questions to identify an online versus a software client - ✔✔downloaded
software to your pc
Katelyn Whitman, All Rights Reserved © 2025 2
100% Pass
Describe the purpose of the CSO - ✔✔To provide help & inspire confidence in our
clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ✔✔Care to
provide help & inspire confidence; serve w/ transparency; win by making it easy.
Escalation teams - ✔✔Escalations agents research and resolve escalated cases submitted
by Tier 1 agents.
People Center - ✔✔provides human resource support to H&R Block associates.
Emerald Card team serves - ✔✔Emerald card clients; merchants; banks; clients w/
financial products; anyone
A digital agent - ✔✔
A client relations/ field call support agent - ✔✔
5 steps of the call flow - ✔✔1. Call/greeting- (Thank the client for calling, introduce
yourself, & offer to help)
Katelyn Whitman, All Rights Reserved © 2025 1
, 2. Contact Identification- (Confirm who's calling)
3. Issue Identification- ( listen to the client's problem statement, determine the root of
the cause through probing questions, & navigate salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable, to
complete all troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R
block & pitch the survey.
Explain what a DIY agent does for H&R block - ✔✔As a DIY agent, you'll ensure the
client's experience is seamless. Your role is to consider and simplify our client's
experience by resolving their issues and answering the questions they ask by phone or
chat. No matter their contact method, our clients still expect and are given the same
excellent experience.
Classify questions to identify an online versus a software client - ✔✔downloaded
software to your pc
Katelyn Whitman, All Rights Reserved © 2025 2
