Day 5 Recap Quiz

You verified a preparer and see the PTIN is in the Revoked status. What should you do?

• Discuss the possibilities why the PTIN is in the status

• Tell caller their PTIN is Revoked, and you'll need to create a case

• Inform the preparer to submit a paper application

• DO NOT inform the caller they're revoked; tell them you have to create a case

Answer explanation

You CAN inform them that their PTIN is Revoked or Withdrawn. But you CANNOT discuss WHY it's in that status.

You must create a case following KB guidance.

True or False:

Someone calls in and you're able to fully verify them, but their status shows as Deceased. Because they are fully verified this means you can discuss any/all account information with them including their status.

• True

• False

When you are creating a CSR case, who should you assign the case to?

• The internal team

• The supervisor

• RPO

• CSR Team Lead

A caller is calling on behalf of a preparer who passed away and wants to report it. When creating a case, what information should you ask the caller for?

Select all that apply. (Look at the CPG!)

• Preparer’s full name

• Cause of death

• Date of Death (DOD)

• Preparer’s PTIN

• Third Party full name

Answer explanation

Remember to show empathy.

This person may have lost a friend or family member. Be patient and don't pressure them for the information.

If they're unable to provide the information you ask for (SSN/DOD/etc.) that's okay.

Notate in your case that the caller was unable to provide that information.

Yes or No.

If you have a caller who failed over-the-phone verification with you, and you notice their PTIN is revoked. Should you advise them that their PTIN is revoked?

• Yes

• No

Answer explanation

The correct answer is NO.

If someone fails verification, then you cannot provide ANY account information.

Which of the following statuses can you update in the RP's account as a CSR?

• Deceased

• Revoked

• None of them

• Withdrawn

• Permanently Expired

Answer explanation

You are never permitted to update a Preparer's status! (and you shouldn't be able to in SN anyway)

If there is some VERY UNUSUAL SITUATION where updating the record on the back end is necessary, it will be done by leadership only.

True or False.

If a caller doesn't have an account, then there is no way for us to create a case.

• True

• False

Answer explanation

Even if someone does not have an account a case can be created, when necessary.

Cases allow us to escalate issues to the IRS for internal investigation and determination.

A situation where someone calls in and their own PTIN is in a Deceased status is extremely ____.

Answer explanation

Though uncommon, it must be handled with extreme care.

This could potentially be a situation concerning identity theft/fraud.

You must create a case, and you CANNOT tell the caller their PTIN is Deceased.

What must you do in the account for every call?

Select all that apply.

• Ask to update the email

• Leave an interaction note

• Check PTIN status

• Reset the password

Answer explanation

Remember to always check the status and leave an interaction note!!!

If the prepare was Voluntary Inactive and answered 'Yes' to preparing taxes while expired, what status will their PTIN be placed into?

• Suspended

• Not Compliant

• Withdrawn

• Revoked

Answer explanation

To resolve the Not Compliant Status RP must renew.

Once RP completes their renewal and pays the fee, they will become Active again.