1 / 61 using the customer support web site © 2006, universal tax systems, inc. all rights reserved....

1 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Customer Support Site

• Objectives– In this chapter you will learn how to:

• Navigate the Customer Support site • Obtain information from the home page• View and update information on the My

Information page• Download federal and state updates, Help

files, utilities and templates• Work with reports• Access support tools

2 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Customer Support Site

• Log in to the Customer Support Site– Click the Customer

Support link– If you have not

logged onto the Customer Support site previously, TaxWise displays this Welcome screen:

3 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Log in

• Enter EFIN and Registration Code– “Remember me”

check box• Saves Log in

information for the next time you log in

– Click Log In

4 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Navigating

• Home Page• Latest News

– Hot Topics

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Navigating

• Drain Monitor

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Navigating

• Return Query

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Navigating

• Approval Information– Displays approval

status with UTS Electronic Filing Center (EFC)

8 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Return Query

• Click Search • Enter the SSN in

the SSN box• Click Search again

9 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Return Query

• Click Search – Enter the SSN in the SSN box– Click Search again– Click on either the Rejected Returns or Accepted

Returns link

10 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Rejected Returns

• Click the link under the TIN column that corresponds to the return you want.

11 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Return Query

• Click Tab links found in the middle of the query page– Obtain more information about the return

• Click the Close button

12 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

My Information

• The My Information page links include these:

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My Information

• General Information:– Site name– Contact– Customer number– Mailing address– Shipping address

14 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

My Information

• To change data:• Select the link at the bottom of the page,

which looks like this:

15 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Product Information

• To view Product Information click this link:

16 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• Or Click Add a State link on the Download/Product Updates page.– Note: This process is not how you

would purchase the state. This process simply makes the state available for you to download from the support site.

17 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• Click the Add states to my package link as shown here:

18 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• Select the check box for each state you want to add.

19 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• Click Add States.

20 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• Now there will be a link under “Add States to my Package” that says, “Go to State Updates”.

21 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Adding States

• To download the state (s) added, click the individual state link. Go to state updates link

22 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Working with Reports

• Reports page• Schedule and define reports

23 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Working with Reports

• Download reports to Excel or another application.– There you can cut, copy, and paste data and

create highly customized reports.

24 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Working with Reports

• Print only the reports you need.• Run reports using the UTS database,

which ensures the completeness of your report.

• Receive reports that are not normally included with TaxWise

25 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Scheduling a New Report

• Reports link on My Information page.

26 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Scheduling a New Report

• Subscribe column• Reports come in

two formats:– Subscribe to the

uncompressed version of this report.

27 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Scheduling a New Report

• Subscribe to the compressed (zipped) version of this report.

28 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Scheduling a New Report

• Expand the row of the report by clicking to the (+) plus sign

29 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Scheduling a New Report

• Displays the date and time the report was generated.

30 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading a Report

• Options available are:– Delete to delete the report– Download to open or save the report

31 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading a Report

• Click Save in the File Download box.

32 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading a Report

• Navigate to where you want to save the report and click Save

33 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Deleting a Report

• To delete a report , use the following steps:– From the Reports page, click the plus (+) sign

next to the report to delete.– Click Delete.

34 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading Updates

• Links on the Download page

35 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Product Updates

• Federal updates:– Individual update– Comprehensive

update

36 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Product Updates

• Download link• Release notes link

37 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Product Updates

• Click save on file download dialog box:

38 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Product Updates

• Choose Save in Desktop on “Save As” dialog box:

• Click Close in the Download Complete dialog box.

39 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing Federal Updates

• The TaxWise Program should be closed before Installing the Update.

• Desktop Icon for Federal update

40 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing Federal Updates

• Click Next• Select the drive

where to install the update and click Next.

41 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing Federal Updates

• Click Finish.• View and/or print

the release notes.• Re-Open TaxWise

42 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing Federal Updates

• Updates Found dialog box:

• Click Yes to apply the updates.

43 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading States

• Click on the link to download a state update

• Click Save in the File Download dialog box.

44 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading States

• Choose Save in Desktop on Save As dialog box:

• Click Close in the Download Complete dialog box.

45 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing State Updates

• Double-click the state update icon.

46 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing State Updates

• Click Next in the Setup dialog box.• Select to install the update to this

computer and click Next,• Select the drive to install the updates to

and click Next.

47 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing State Updates

• Click OK to the State Individual Successfully Installed message box.

• Do one of the following:– If you want to make an installation disk for

another computer, click Continue.– If you do not want to make an installation

disk or install to another drive, click exit.

• Click OK to apply the state update.• Click Yes to view and/or print the

update’s release notes.

48 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Help File Updates

• Click Help File Updates link.– Click the Release

Notes icon to read the release notes

– Click the blue arrow for Help file download.

– Click Save in the File Download dialog box.

49 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Help File Updates

• Choose Save in Desktop on Save As dialog box:

• Click Close in the Download Complete dialog box.

50 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Installing Help File Updates

• Navigate to the desktop (Desktop is recommended)

• Double-click the Help Update icon• Click Next in the Setup dialog box.• Select the drive to install the updates and

click Next• Click Finish• Click File and Print to print the release

notes

51 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading Utilities

• Click Utilities link.• Click the blue

arrow • Click Save on File

Download dialog box.

52 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading Utilities

• Choose Save in Desktop on “Save As” dialog box:

• Click Close in the Download Complete dialog box.

53 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading Templates

• From the Products Updates page, click the Templates link.– Click the blue arrow

that corresponds with the template you want to download.

– Click Save in the File Download dialog box.

54 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Downloading Templates

• Choose Save in Desktop on “Save As” dialog box:

• Click Close in the Download Complete dialog box.

55 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Support Options

• The Support link provides access to:

56 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Contacting Customer Support

• Contacting Customer Support by E-mail.

• Click on email to bring up an e-mail template.

• This is the form that you use to email Customer Support.

57 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Contacting Customer Support

• How to use this form:– Enter name.– Click the What area are you having the

problem in? drop down list.– Select the type of problem you are having.– Give a brief explanation and click Submit.

58 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Viewing Calendars and Charts

• Click the Calendars/Charts link.

• Click the link that corresponds to the calendar or chart to view.

59 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

Tracking Packages

• Package Tracker link.

• Click Tracking # link

60 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

View Incident History

• Click the Incident History link.

• Click the Incident # link

61 / 61 © 2006, Universal Tax Systems, Inc. All Rights Reserved. Using the Customer Support Web Site

View Incident History

• An incident number is:• The number that the

Customer Service Representative gives you at the end of a call.

• This will give you access to all of the issues or concerns you have come across during the tax season.