HRB Exam Practice Questions and Answers
Describe the purpose of the CSO - ANSWER-To provide help & inspire confidence in our clients &
communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ANSWER-Care to provide
help & inspire confidence; serve w/ transpar...
3. Issue Identification- ( listen to the client's problem statement, determine the root of the cause through
probing questions, & navigate salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable, to complete all
troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R block & pitch the
survey.
Explain what a DIY agent does for H&R block - 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 - ANSWER✔✔-downloaded software to
your pc
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