What backend data did they have?
In general, no one can see anything prior to you sharing your screen. Since you are using live assist, this may be a feature that they can see a small bit of information or it is also possible that they were answering based on general knowledge or a pattern of things customers do, like we do here in the Community. Example, if someone asks why is my refund changing when I entered the second W-2, there are usually only so many reasons this will happens so we will answer with those reasons which usually resolves the issue for the customer.
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