HRB QUESTIONS WITH ACCURATE
ANSWERS
5 steps of the call flow correct 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.
A client relations/ field call support agent correct answer
A digital agent correct answer
A. Golden Question correct answer Are you using the online product that you log
into with a username & password, or did you install in on your pc.
Associate correct answer An employee of H&R Block, including Tax Professionals,
Field Instructors, Contact Partner Call Center Agents, and Corporate headquarters
personnel.
, B. Golden Question correct answer To confirm, you're using the online program
where you sign in using a username & password?
C. Golden Question correct answer Are you accessing your tax return within our
software program represented by a green cube on your pc desktop?
Call correct answer A Case Origin type in which the contact calls an H&R Block
support number by phone.
Case correct answer Salesforce generates a case automatically for every incoming
interaction. An agent will handle the case from start to finish and close it once
resolved. An escalations agent can view a case later on for research or make
updates.
Case origin correct answer Cases come in to Salesforce as either calls or chats.
Classify questions to identify an online versus a software client correct answer
downloaded software to your pc
Online; hrblock.com- user name & password
Client correct answer A user of H&R Block products, including retail office service,
digital tax preparation, and any of our financial products, such as the Emerald
Card.
Contact correct answer The person you are assisting. If you're the driver, think of
them as your passenger on the road to resolution.
ANSWERS
5 steps of the call flow correct 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.
A client relations/ field call support agent correct answer
A digital agent correct answer
A. Golden Question correct answer Are you using the online product that you log
into with a username & password, or did you install in on your pc.
Associate correct answer An employee of H&R Block, including Tax Professionals,
Field Instructors, Contact Partner Call Center Agents, and Corporate headquarters
personnel.
, B. Golden Question correct answer To confirm, you're using the online program
where you sign in using a username & password?
C. Golden Question correct answer Are you accessing your tax return within our
software program represented by a green cube on your pc desktop?
Call correct answer A Case Origin type in which the contact calls an H&R Block
support number by phone.
Case correct answer Salesforce generates a case automatically for every incoming
interaction. An agent will handle the case from start to finish and close it once
resolved. An escalations agent can view a case later on for research or make
updates.
Case origin correct answer Cases come in to Salesforce as either calls or chats.
Classify questions to identify an online versus a software client correct answer
downloaded software to your pc
Online; hrblock.com- user name & password
Client correct answer A user of H&R Block products, including retail office service,
digital tax preparation, and any of our financial products, such as the Emerald
Card.
Contact correct answer The person you are assisting. If you're the driver, think of
them as your passenger on the road to resolution.
