HRB Exam Questions with Correct Answers 100% Verified Graded A+ 2023/2024 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
- steps of the call flow - Correct Answer 1. Call/greeting- (Thank the client for calling,
- Contact Identification- (Confirm who's calling)
- Issue Identification- ( listen to the client's problem statement, determine the root of
- Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable, to
- Call closing- (Confirm you resolved the client's issue, thank them for using H&R block
- / 1
introduce yourself, & offer to help)
the cause through probing questions, & navigate salesforce for the flow.
complete all troubleshooting steps & resolve the client's root issue.)
& 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