H&R Block Customer Service Exam: Questions and Answers, Exams of Advanced Education

Download H&R Block Customer Service Exam: Questions and Answers and more Exams Advanced Education in PDF only on Docsity!

HRB Exam | Latest Update | 100%

Correct | Verified Answers

Describe the purpose of the CSO - Correct Answer-To provide help & inspire confidence in our clients & communities everywhere. Explain the CSO structure, our teams and commonly asked questions? - Correct Answer-Care to provide help & inspire confidence; serve w/ transparency; win by making it easy. Escalation teams - Correct Answer-Escalations agents research and resolve escalated cases submitted by Tier 1 agents. People Center - Correct Answer-provides human resource support to H&R Block associates. Emerald Card team serves - Correct Answer-Emerald card clients; merchants; banks; clients w/ financial products; anyone A digital agent - Correct Answer- A client relations/ field call support agent - Correct Answer- 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. Explain what a DIY agent does for H&R block - Correct 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 - Correct Answer-downloaded software to your pc Online; hrblock.com- user name & password What is C.A.R.E? - Correct Answer-C- confirm A- Acknowledge R- Reassure E- Educate Salesforce - Correct Answer-Process navigation, knowledge articles Olat - Correct Answer-Online client research TPAdmin - Correct Answer-Software & Online prior-year client research SMRT(Software Management & Research Tool) - Correct Answer-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) - Correct Answer-Current-year software program purchases at hrblock.com Start of Day routine - Correct Answer-Log into the pc/clock in to get paid Log into the virtual session

Pull up & log into your tools Tool sign in - Correct Answer-Salesforce training environment Avaya/C1connector Online or Software- training tools Prepare - Correct Answer-Check Salesforce Production for new Knowledge Alerts Pull up your participant's guide PG in inkling Software Product - Correct Answer-A downloadable product that is installed on a client's pc. Clients can only access the tax return on the pc with the file and the software installed. These clients are able to access their tax forms and tax interview when opening the program. Current and prior year tax interviews available. Online products - Correct Answer-Web based product containing interview questions to take the client step-by-step through creating their return. They can access this interview anywhere/anytime via www.hrblock.com with a username & password. Current year tax interview available only. 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. What is Salesforce? - Correct Answer-As your primary tool (uses) Navigate calls Research product & process information Access other agent tools manage accounts Provide resolutions Document case outcomes Contact - Correct Answer-The person you are assisting. If you're the driver, think of them as your passenger on the road to resolution.

Person account - Correct Answer-The contact's record in Salesforce. There are two possible account types: Client and Associate. You may interact with either or both, depending on your role. 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. Associate - Correct Answer-An employee of H&R Block, including Tax Professionals, Field Instructors, Contact Partner Call Center Agents, and Corporate headquarters personnel. 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. Call - Correct Answer-A Case Origin type in which the contact calls an H&R Block support number by phone. Flow - Correct Answer-Flows guide the agent through each step of the process toward resolving the contact's case, based on the contact's specific needs. It's like the part of the GPS that tells you to turn left in 50 feet. At least Salesforce has less oncoming traffic. knowledge - Correct Answer-These articles supply information about company products and procedures. They're available as a research resource in the Salesforce knowledge library. If an article contains resolves the contact needs, you can attach it to the case as the solution. Knowledge alerts - Correct Answer-An alert that something important has changed. This could include important information on a new product or process. Reasons knowledge alerts might be released - Correct Answer-Changes in process. Tax policy changes. System outages.

Current events that might impact H&R Block, and answers to public questions. 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? You must consider each client's experience while helping them. This means every call is the most important call. - Correct Answer-