Page Comparison

Agent Level

Training Topic

Resources/SOPs

New Agent Onboarding

Everbright Customer Support Onboarding and Resources

• Everbright Customer Support Onboarding

• EverBright Corporate Address, Phone Numbers, and Hours of Operation

Support Policies

• /wiki/spaces/ECSH/pages/2686582795

• /wiki/spaces/ECSH/pages/2686451747

• /wiki/spaces/ECSH/pages/2898034693

• /wiki/spaces/ECSH/pages/2843050078

• /wiki/spaces/ECSH/pages/2871197842

• Customer Authentication Policy

CXone and Salesforce CRM Essentials

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

• CXone Headset Troubleshooting

• Steps to Troubleshoot CXone Issues

• CXone Salesforce Call Refusal Troubleshooting

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

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2787704874

• Transferring a Call in CXone

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

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

• Salesforce CRM Lite TrainingLogging in to Salesforce - CXone users initial access

• Salesforce Case Management SOPs

• Adding an Authorized Contact to an Account

Homeowner - L1

EverBright Financing Products

• Understanding Contract Differences for EverBright Products

• RIC (EverOwn) spec sheet https://engine.goeverbright.com/everbright/?page=3652942c-3a78-43b8-a59a-095f1d5d3c9d

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

• EverEasy spec sheet https://engine.goeverbright.com/everbright/?page=8bb11e8b-af3c-49be-a9c6-3e558c1ba2fc

• Quick Reference Guide RIC https://engine.goeverbright.com/everbright/?page=f4416a9d-1c11-422b-995f-057aed87ee76

• Quick Reference Guide PPA https://engine.goeverbright.com/everbright/?page=d43f1844-dda7-46c6-aa6f-e21a0640771f

• Credit Qualification: EverBright EverOwn (RIC)

• Credit Qualifications: EverBright PPA / Lease

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

• How to Handle Homeowner request for a copy of signed contract

• How and when to transfer calls to Account Servicing

Cancellations

• Contract Cancellation Requests

HubSpot inquiries - Installer or Homeowner Request to Join Everbright

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

Homeowner's guide to Federal Solar Tax Credit

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

Homeowner - L2

Returned Mail

• How to Handle SalesForce Returned Mail Tickets

Update Contact Information Request [MyEverBright and Account Servicing]

• Updating Customer Contact Information (MyEverBright)

Account Registration Assistance [Account Servicing]

• Launch Account Servicing Portal Registration Assistance

My EverBright Portal Access

• Register at MyEverBright: How to resend portal invitation

Do Not Contact Requests

• How to Handle Customers Do Not Contact Requests

Refunds

• Refund Requests

Homeowner - L3

Pay Outstanding Balance / Payoffs

• Home Sale/Refinance/UCC Filing Removal/Payoffs

How to handle a Maintenance Request call

• https:Customer System Maintenance//sighten.atlassian.net/wiki/spaces/SS/pages/2514550785Monitoring/Access Troubleshooting

How to handle homeowner concerns about credit consent issues

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

How to handle questions about mechanics liens

• Mechanics Liens

Common Homeowner Questions (Savings, Production, Utility Bills)

• Helping Customers Understand Solar Savings & Utility Bills Reality

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

• PPA - energy credits and savings

• VPP: Virtual Power Plant CA Program

Homeowner - L4

How to handle concerns from homeowners about their system installation Pre- PTO

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

Death/ Deceased Homeowner - SOP

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

Payment Arrangements for Customers with PTO Delays

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

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 When and How to escalate Installer Complaints

• How to Handle Solar System Damage Claims

• How to Handle Negative Public/Social Media Reviews

Installer - L1

Products (PPA/Ric)

• 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

Ticket Training

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

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

Design Desk

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

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2508324956https://sighten.atlassian.net/wiki/spaces/SS/pages/2508915473

Basic Installer info

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

• 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

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

Milestone Extensions

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

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

Installer - L2

Salesforce/Account managers

Account Update/Configuration Tickets

• 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

• Processing "Organizations with Expiring Insurance " tickets

DocuSign

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2499280905 and COI Update Requests

DocuSign

• Homeowner request for a copy of signed contract

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

SendGrid

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

Platform Training

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

Installer - L3

Testing in Onboard

• Testing in Onboard

Installers/Channel partners

• Channel Partners

Installer Payments

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

No Cost Change Order NCCO

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

Change Orders HCO/ICO

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

Chat/Phone

Installer - L4

Investigating Bugs, Tools, Tips, and DAL

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

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

• Errors and Blocks

• Technical Support (Bug or Data Fix)

Resolution Specialist

LMS Comms courses