HRB question with 100% correct answers graded A+ 2023 passed

HRBDescribe 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) 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 Online; - user name & password What is C.A.R.E? C- confirm A- Acknowledge R- Reassure E- Educate Salesforce Process navigation, knowledge articles Olat Online client research TPAdmin Software & Online prior-year client research SMRT(Software Management & Research Tool) Software client activation codes, e-file status, downloads. It also holds current year software client info as well as a prior year. RAP(Revenue Admin Portal) Current-year software program purchases at Start of Day routine Log into the pc/clock in to get paid Log into the virtual session Pull up & log into your tools Tool sign in Salesforce training environment Avaya/C1connector Online or Software- training tools Prepare Check Salesforce Production for new Knowledge Alerts Pull up your participant's guide PG in inkling