TurboTax Doc Rate & Closing Cases Knowledge Check

Where can you access the report that will show you all of your cases?

• From the "VOC" tab in Salesforce, in the top-right corner of the page.

• From the "Look Up Online Account" tab in Salesforce, in the top-right corner of the page.

• From the "Cases" tab in Salesforce, in the top-right corner of the page.

• From the "Home" tab in Salesforce, in the top-right corner of the page.

Answer explanation

You can access the report that will show you all of your cases from the "Home" tab in Salesforce, in the top-right corner of the page.

How often should you be checking for open cases and closing them?

• You do not need to check for open cases.

• Throughout each shift, making sure to close them by the end of each shift.

• Only at the beginning of each shift.

• You cannot check for open cases in Salesforce.

Answer explanation

You should create a case for every interaction, being aware of your cases throughout each shift, and making sure to CLOSE all your cases by the end of each shift! :) Doing this carefully each day will help you meet/exceed the client's expectation for Doc Rate (85% or higher)!

What is the name of the report in Salesforce that will show you all of your cases?

• SF Cases

• My Cases

• My Cases - Last 7 Days

• Cases

Answer explanation

"My Cases - Last 7 Days" is the name of the report in Salesforce that will show you all of your cases. Keep in mind that although the report is called, "My Cases - Last 7 Days" you will always want to adjust the filter for 'Opened Date' to be for 'All Time.'

When checking the, "My Cases - Last 7 Days" report in Salesforce at the end of each shift, what should you do if you have any OPEN cases?

• CLOSE THEM!

• LEAVE THEM OPEN!

• DO NOTHING!

• ASK FOR APPROVAL BEFORE CLOSE THEM!

Answer explanation

The TurboTax client expectation is to create a case for each interaction you handle and to CLOSE all of your cases by the end of every shift!
(If it is a scheduled callback and the CX does not answer, choose 'Send to VM' within the phone tool, and leave it open until the end of your shift... but just like all other cases, CLOSE these at the end of each shift.)

True or False: Once I adjust the "My Cases - Last 7 Days" report to reflect Opened Date > All Time, I can then click on the different columns within the report to further filter the list of my cases.

• True

• False

Answer explanation

You sure can further filter the report to easily identify if you have any open cases that need to be closed.

True or False: After I adjust the 'Opened Date' to 'All Time' of the "My Cases - Last 7 Days" report, this will change the name of the report to "My Cases - All Time."

• True

• False

Answer explanation

Although the data will change, the name of the report will remain, "My Cases - Last 7 Days" regardless of adjusting the 'Opened Date' to 'All Time' (That said, this filter adjustment will need to be made each time you access the report.)

What is the client expectation for Doc Rate on the TurboTax Program?

• 75% or higher

• 85% or higher

• 100%

• There is no expectation for Doc Rate.

Answer explanation

• DOC: Documentation Rate - This metric measures the number of cases closed divided by the number of handled cases (minus contacts that are transferred) in a day. 
  
  The TurboTax client expectation for Doc Rate is 85% or higher.