The purpose of the session was to improve customer service to personnel and departments needing reports or data. In the old days, we had many reports. Users need access to stored information. Other components include a directory for shared scripts, an e-mail list for shared scripts, notices of new services, reports, or notification that a large process is scheduled.
Training is vital for all users.
Roles with a list of forms. No, SCT's certification should suffice. Yes, IRS requires that they be printed and mailed.