1. 1 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 2 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 3 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 4 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Navigating Home Page Latest News –Hot Topics

5. 5 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Navigating Drain Monitor

6. 6 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Navigating Return Query

7. 7 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Navigating Approval Information –Displays approval status with UTS Electronic Filing Center (EFC)

8. 8 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Return Query Click Search Enter the SSN in the SSN box Click Search again

9. 9 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 10 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Rejected Returns Click the link under the TIN column that corresponds to the return you want.

11. 11 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Return Query Click Tab links found in the middle of the query page –Obtain more information about the return Click the Close button

12. 12 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. My Information The My Information page links include these:

13. 13 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. My Information General Information: –Site name –Contact –Customer number –Mailing address –Shipping address

14. 14 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. My Information To change data: Select the link at the bottom of the page, which looks like this:

15. 15 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Product Information To view Product Information click this link:

16. 16 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 17 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Adding States Click the Add states to my package link as shown here:

18. 18 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Adding States Select the check box for each state you want to add.

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

20. 20 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Adding States Now there will be a link under “Add States to my Package” that says, “Go to State Updates”.

21. 21 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Adding States To download the state (s) added, click the individual state link. Go to state updates link

22. 22 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Working with Reports Reports page Schedule and define reports

23. 23 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Working with Reports Download reports to Excel or another application. –There you can cut, copy, and paste data and create highly customized reports.

24. 24 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 25 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Scheduling a New Report Reports link on My Information page.

26. 26 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Scheduling a New Report Subscribe column Reports come in two formats: –Subscribe to the uncompressed version of this report.

27. 27 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Scheduling a New Report Subscribe to the compressed (zipped) version of this report.

28. 28 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Scheduling a New Report Expand the row of the report by clicking to the (+) plus sign

29. 29 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Scheduling a New Report Displays the date and time the report was generated.

30. 30 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading a Report Options available are: –Delete to delete the report –Download to open or save the report

31. 31 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading a Report Click Save in the File Download box.

32. 32 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading a Report Navigate to where you want to save the report and click Save

33. 33 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 34 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading Updates Links on the Download page

35. 35 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Product Updates Federal updates: –Individual update –Comprehensive update

36. 36 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Product Updates Download link Release notes link

37. 37 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Product Updates Click save on file download dialog box:

38. 38 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Product Updates Choose Save in Desktop on “Save As” dialog box: Click Close in the Download Complete dialog box.

39. 39 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Installing Federal Updates The TaxWise Program should be closed before Installing the Update. Desktop Icon for Federal update

40. 40 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Installing Federal Updates Click Next Select the drive where to install the update and click Next.

41. 41 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Installing Federal Updates Click Finish. View and/or print the release notes. Re-Open TaxWise

42. 42 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Installing Federal Updates Updates Found dialog box: Click Yes to apply the updates.

43. 43 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading States Click on the link to download a state update Click Save in the File Download dialog box.

44. 44 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading States Choose Save in Desktop on Save As dialog box: Click Close in the Download Complete dialog box.

45. 45 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Installing State Updates Double-click the state update icon.

46. 46 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 47 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 48 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 49 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Help File Updates Choose Save in Desktop on Save As dialog box: Click Close in the Download Complete dialog box.

50. 50 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 51 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading Utilities Click Utilities link. Click the blue arrow Click Save on File Download dialog box.

52. 52 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading Utilities Choose Save in Desktop on “Save As” dialog box: Click Close in the Download Complete dialog box.

53. 53 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 54 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Downloading Templates Choose Save in Desktop on “Save As” dialog box: Click Close in the Download Complete dialog box.

55. 55 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Support Options The Support link provides access to:

56. 56 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 57 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. 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. 58 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Viewing Calendars and Charts Click the Calendars/Charts link. Click the link that corresponds to the calendar or chart to view.

59. 59 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. Tracking Packages Package Tracker link. Click Tracking # link

60. 60 / 61 Using the Customer Support Web Site © 2006, Universal Tax Systems, Inc. All Rights Reserved. View Incident History Click the Incident History link. Click the Incident # link

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