Page Comparison

Agent Level

Training Topic

Trainer

Resources/SOPs

Materials Quizzes Kahoot

New Agent Onboarding

Everbright Customer Support Onboarding and Resources

Supervisors

• Everbright Customer Support Onboarding Customer

Homeowner - L1

Welcome Calls

Support

Pass or Fail WC Quiz

Sabin/CassiePolicies

• /wiki/spaces/ECSH/pages/2686582795

• /wiki/spaces/ECSH/pages/2686451747

• /wiki/spaces/ECSH/pages/2982674560

• How to Handle a Digital Welcome Checklist

• https://sighten.atlassian.net2898034693

• /wiki/spaces/ECSH/pages/2843050078

• /wiki/spaces/SSECSH/pages/27819704542871197842

• Customer Authentication Policy

CXone and CRM Essentials

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2778104050

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2781151233

• https://sighten.atlassian.net/wiki/spaces/SS/pages/27881636502787704874

• Transferring a Call in CXone

• https://sighten.atlassian.net/wiki/spaces/SS/pages/27877048742788261955

• Elevating a chat or phone call to email (CRM Lite)

• Salesforce CRM Lite Training

EverBright Financing Products

• RIC spec sheet https://sightenengine.atlassian.net/wiki/spaces/SS/pages/2788163650goeverbright.com/everbright/?page=3652942c-3a78-43b8-a59a-095f1d5d3c9d

• PPA spec sheet https://engine.goeverbright.com/everbright/?page=84067ee0-e050-4fd0-9a53-5dfc3ef8738b

Homeowner - L1

DWC / Welcome Call

• How to Handle a Digital Welcome Checklist

• How to Handle a Traditional Welcome Call

• Downloading Welcome Call audio files in CXone

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2499280905

• Transferring calls to Launch/Account Servicing

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2641297450/Jira+Introduction+Training?search_id=f8aab293-2f8f-4331-955d-11610c11b97a

Cancellations

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2506260607

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2700640331 How to Handle Contract Cancellation Requests

HubSpot inquiries - Installer or Homeowner Request to Join Everbright

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2544271363

Homeowner's guide to Federal Solar Tax CreditSabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2640183299

Common Homeowner Questions

• Common Homeowner Questions [savings, production, usage, and utility bills]

Homeowner - L2

Returned Mail

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2506260600

• How to Handle SalesForce Returned Mail Tickets

Update Contact Information Request [MyEverBright and Account Servicing Portal]

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2462351377

• Updating Customer Contact Information

Account Registration Assistance [Account Servicing Portal]

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2449571843

Register for ACH [Account Servicing Portal]

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2450030612

How to Handle "Returned Payment Fee" Tickets from Account Servicing

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2736554062

Ticket to Phone/Chat Transition

HO-Chat

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2788261955

HO-Phone

Sabin/Cassie

]

• Launch Portal Registration Assistance

Do Not Contact Requests

• How to Handle Customers Do Not Contact Requests

Homeowner - L3

Pay Outstanding Balance / Payoffs

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2587754541

Refinance - Request for removal of the UCC lien

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2594897943 Home Sale/Refinance/UCC Filing Removal/Payoffs

Escalations

• When and How to Escalate Complaints and Sensitive Concerns

• How to Handle Personal Property Damage Claims

• EverBright Contract Changes

• Installer Unresponsive to Homeowner or Support

• How to handle Homeowner concerns related with the Installation Process

• Conservatorship Escalations

• How to Handle Solar System Damage Claims

• How to Handle Negative Public/Social Media Reviews

Homeowner - L4

How to handle concerns from homeowners about their system installation Pre- PTOSabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2701033473

Death/ Deceased Homeowner - SOPSabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2671280131

Payment Arrangements for Customers with PTO DelaysSabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2732949555

How to handle homeowner concerns about credit consent issues

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2702114863

How to handle a Maintenance Request callSabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2514550785

Salesforce

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2785837157

Escalations

Sabin/Cassie

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2622095471

Installer - L1

Products (PPA/Ric)

Self study (Alex/Logan) for quiz

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2612690945

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2768535577

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2660859930

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2462253061

• Why isn't a product offering in the dropdown?

Ticket TrainingRick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2508685347

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2647359502

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2445345115

Design Desk

Design Desk Team

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2550595587

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2508324956

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2508915473

Basic Installer info

Bell icon/ Upload roof image in project phase/ override address pin

Alex/Logan

Why isn't a product offering in the dropdown?

How do I upload an image to use in my project design?

How do I override an address?

HubSpot/Installer Side

Alex/Logan

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2544271363

Milestone ExtensionsRick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2506227713

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2802942040

Installer - L2

Salesforce/Account managers

Rick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2785837157

Account Update/Configuration Tickets

Alex/Logan

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2610954356

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2408251549

• https://sighten.atlassian.net/wiki/spaces/SS/pages/478052516

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2459828319

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2506260555

DocuSign

• Processing "Organizations with Expiring Insurance" tickets

DocuSign

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2499280905

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2793799681

SendGridAlex/Logan

• https://sighten.atlassian.net/wiki/spaces/SS/pages/443777068

Platform Training

Self Study/refresher

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2788163847

Installer - L3

Testing in Onboard

Alex/Logan

• Testing in Onboard

Installers/Channel partners

Rick

• Channel Partners

Installer Payments

Alex

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2453274625

No Cost Change Order NCCORick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2650832897

Change Orders HCO/ICORick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2631794754

Ticket to Phone/Chat Transition

Chat/PhoneSarah/Alex

Installer - L4

Investigating Bugs, Tools, Tips, and DALRick

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2571763714

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2716794908

• Errors and Blocks

Resolution Specialist

LMS Comms courses