H&R Block Test Sample Questions And
Answers With Verified Solutions Already
Passed Newly Updated 2025
Q: Which of the following is an example of a casualty and/or theft loss?
A: Damage or loss from a terrorist attack.
Q: Which of these savings vehicles does NOT qualify for the Saver’s Credit?
A: A nonrestricted savings account.
Q: Which of the following is a rule for determining whether an individual is a
qualifying child?
A: Relationship.
Describe the purpose of the CSO - ANSWER✔✔To provide help & inspire
confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? -
ANSWER✔✔Care to provide help & inspire confidence; serve w/ transparency;
win by making it easy.
Escalation teams - ANSWER✔✔Escalations agents research and resolve escalated
cases submitted by Tier 1 agents.
People Center - ANSWER✔✔provides human resource support to H&R Block
associates.
Emerald Card team serves - ANSWER✔✔Emerald card clients; merchants; banks;
clients w/ financial products; anyone
, A digital agent - ANSWER✔✔
A client relations/ field call support agent - ANSWER✔✔
5 steps of the call flow - ANSWER✔✔1. Call/greeting- (Thank the client for
calling, introduce yourself, & offer to help)
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 - ANSWER✔✔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 -
ANSWER✔✔downloaded software to your pc
Online; hrblock.com- user name & password
Answers With Verified Solutions Already
Passed Newly Updated 2025
Q: Which of the following is an example of a casualty and/or theft loss?
A: Damage or loss from a terrorist attack.
Q: Which of these savings vehicles does NOT qualify for the Saver’s Credit?
A: A nonrestricted savings account.
Q: Which of the following is a rule for determining whether an individual is a
qualifying child?
A: Relationship.
Describe the purpose of the CSO - ANSWER✔✔To provide help & inspire
confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? -
ANSWER✔✔Care to provide help & inspire confidence; serve w/ transparency;
win by making it easy.
Escalation teams - ANSWER✔✔Escalations agents research and resolve escalated
cases submitted by Tier 1 agents.
People Center - ANSWER✔✔provides human resource support to H&R Block
associates.
Emerald Card team serves - ANSWER✔✔Emerald card clients; merchants; banks;
clients w/ financial products; anyone
, A digital agent - ANSWER✔✔
A client relations/ field call support agent - ANSWER✔✔
5 steps of the call flow - ANSWER✔✔1. Call/greeting- (Thank the client for
calling, introduce yourself, & offer to help)
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 - ANSWER✔✔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 -
ANSWER✔✔downloaded software to your pc
Online; hrblock.com- user name & password
