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Problem solving, incident investigation and root cause analysis are all fundamentally connected by three basic questions - what are they?
WHAT'S THE PROBLEM; WHY DID IT HAPPEN AND WHAT WILL BE DONE TO PREVENT IT FROM HAPPENING AGAIN?
What does the acronym RASA stand for?
RECEIVE, APPRECIATE, SUMMARIZE, ASK
Recite your TurboTax Opening and Closing
You did it!
This customer is in the army reserve - which product would you recommend?
TurboTax Active/Reservist Military
What product would you recommend for a customer who has just adopted a child?
TurboTax Deluxe
Which product matches Schedule EIC and Earned Income Credit?
Free, Deluxe and Premium
Which Product matches Form 1095A and Health Insurance Marketplace Statement
Free, Deluxe and Premium
Which product for Schedule C, Profit or Loss from Business (Expenses)?
Premium
Which product for Form 8834, Qualified Electric Vehicle Credit?
Deluxe and Premium
How do you locate your scorecard?
Salesforce; Home Screen; My Scorecard; Sign in to Tableau Server; Select date range; Select Agent Scorecard Detail
How can you improve your documentation rate (doc rate)?
CLOSE ALL CASES AND MARK AS TRANSFER WHEN TRANSFERRED (INSTEAD OF CLOSED) USE APPROPRIATE DROPDOWNS.
What are the core qualities referred to as CARE?
CONFIDENCE, AWARENESS, RELIABILITY AND EMPATHY


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