How would you help a customer who could not find a w2 that was downloaded on their computer?

They have a video where a lady asks the question. Then you get a short time to prepare, look at the camera, and record your answer. It’s easy, but I’m feeling nervous. There are some questions about how you handle customers, how you respond to feedback, and a few tax-related questions—like what an ITIN is and who needs one. You can look up that question online and just type your answer.