Background: Support has the ability to update the Homeowner’s Legal Contact information in the platform. (Only if specific requirements are followed)

This may be needed if the Homeowner’s Information does not match what is currently on the title, which would result in a rejection by Deal Processing

Who CAN Update Information in the System?	Customer Support Agents Legal Name Address & Unit Numbers Phone Numbers Email (Only With Conditions)
Who CANNOT Update Information in the System	Sales Representatives Installers
When is a New Contract Needed?
When should we simply Void the contract?

Verification Process:

Before making any updates in the system, verify the customer first.

IF you are Talking with the HOMEOWNER	Agents Should Only proceed with requests from Homeowners if they are contacting Support through the Same Phone Number on record
	Once the Homeowner is authenticated proceed to "Updating Homeowner Information”

IF you are Talking with the SALES REP/INSTALLER
	If no changes have been made; Inform them that the Homeowner must contact Support Directly by using the same phone number we have on record
	IF CONTRACT HAS BEEN SIGNED IF CONTRACT IS NOT SIGNED

	Once the Homeowner is authenticated proceed to "Updating Homeowner Information”

Updading Homeowner Information:

Step	Action

Step	Action
1	Acess the Qualification Phase in the system
2	Navigate to Review Name and Address Information Select the “Name & Address” Tab
3	Click Edit to update the details, ensuring they match the legal title records
4	Once updated, the sales rep/installer must resend the contract or change order for signatures. So, if you're speaking with the Homeowner, redirect them to their Sales Representative or Installer.

4 Digit Code Procedure:

Step	Action	Reference

Step	Action	Reference
1	Send the homeowner an email from the HO Outbound Use the email address from the contract phase in Engine Use the 4 Digit Code Quick reply in CXone
2	Enter any random four-digit number into the quick reply
3	Confirm with the customer that they receive the email and ask them to read back the 4 digit code.
4	If the customer is able to confirm the code, continue with the process (Click Here to follow process)
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Installer Knowledge Base

Updating Homeowner Information (Engine)

Analytics

Verification Process:

Updading Homeowner Information:

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4 Digit Code Procedure:

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