WorksheetsDay 5 Recap Quiz
Total questions: 11
Worksheet time: 8mins
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
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
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
Which of the following statuses can you update in the RP's account as a CSR?
Deceased
Revoked
None of them
Withdrawn
Permanently Expired
True or False.
If a caller doesn't have an account, then there is no way for us to create a case.
True
False
A situation where someone calls in and their own PTIN is in a Deceased status is extremely (a) .
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
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Withdrawn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
Which KB article contains information for how to categorize any CSR case?
CSR Case Creation
CPG 3 Account Assistance 7 Change
CSR Support Guide
Call & Chat Verification
