Drake Software Evaluation Guide

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1 8 6 | S u p p o r t R e s o u r c e s 2 0 0 8 D R A K E S O F T W A R EDRAKE SUPPORT WEB SITEAll Drake clients have access to the Drake Support Web site, Support.Drakesoftware.com. This isa comprehensive online research center designed for Drake preparers. Quickly access the Web sitefrom the Support speed button in the software, or open the Web site in your Internet browser.Some of the features available are:• The Knowledge Base• Online Federal/State Database• Online EF Database• Forum/Message BoardKNOWLEDGE BASEThe Drake Software Knowledge Base (KB) is a comprehensive searchable database consistingof support solutions and articles of interest. Providing support around the clock, theKnowledge Base is a great alternative to a support call. Continuously updated, the KB ensuresthat Drake preparers always have access to the most up-to-date information available. Findingthe information you need is easy. Search by keywords, read important FAQs, view the mostpopular articles, or simply browse KB articles by category. From the home page of the KB,view important alerts.To open the Knowledge Base from the Drake Support Web site, go from the Tools page, clickKnowledge Bases, or from the menu bar, click Resources and select from among severalKnowledge Bases.ONLINE FED/STATE FACTS DATABASEFed/State Facts allows you to quickly access important federal and state-specific information,such as electronic filing specifications, form instructions, and support links. Need to prepare areturn for an unfamiliar state? We have done all the research for you and stored it in our StateDatabase. To access the Fed/State Facts Database from the Drake Support Web site, go toResources > Fed/State Facts. Click a state or review federal filing information.ONLINE EF DATABASEThe Online EF Database displays information about your electronically filed returns in realtime and offers various online reporting features. Because the electronically filed informationis stored here at Drake, the information is always current. Run reports on returns, loans, andchecks, or search for electronic filing information for a single SSN or EIN. Access theMulti-Office Manager (MOM) and view Client Status Manager data for one or multipleoffices.To access your EF Database from the Tools page of the Drake Support Web site, click EFDatabase. To access your EF Database from the main screen of the software, go to EF >Search EF Database and either click the F10 - Online DB button or press F10.Drake Software Evaluation GuideCopyrighted Material
2 0 0 8 D R A K E S O F T W A R E S u p p o r t R e s o u r c e s | 1 8 7FORUM/MESSAGE BOARDForums provide an opportunity for Drake preparers to participate in online discussions ofeverything from business strategies and software questions to the latest tax news and softwaresuggestions. Sometimes customers answer each other’s questions, while other times a Drakemoderator may be available to provide explanations. This is a great way to share notes andnetwork with fellow professionals. To access the Forums, from the Resources page of theDrake Support Web site, click Forums.CUSTOMER SERVICE AND SUPPORTAt Drake, we pride ourselves in having the best customer support in the industry. No matter whichsupport method you choose, you can be assured of receiving friendly and accurate service.PHONEWork one-on-one with a support technician to resolve software issues. Drake technicians aretrained year-round on Drake topics. The number is (828) 524-8020 and the lines are openMonday - Friday 8 a.m. until 10 p.m., and Saturday 8 a.m. until 6 p.m during tax season. Ournon-season hours are Monday - Friday 8 a.m. until 9 p.m., and Saturday 8 a.m. until 5 p.m.(All times are Eastern Time.)FAX SUPPORTSend your questions to Support via fax at (828) 349-5718 and we will quickly respond to yoursoftware question with a fax. Be sure to include specific details about your issue.E-MAIL SUPPORTFor those non-urgent questions, or for more difficult questions that may not be resolved overone phone call, opt to send an e-mail question. Ask more specific Support questions throughthe Drake E-mail program.Our general support e-mail address is Support@DrakeSoftware.com. From the software, clickthe E-mail button, and from the New Message window, click the To button. Choose DrakeSupport Address Book. Double-click to select an address.Copyrighted MaterialDrake Software Evaluation Guide
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