Customer Authentication Policy

Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, installer, or sales representative may contact support through a phone call or chat that will require the support agent to authenticate customer account information prior to proceeding with the interaction.

Authenticating the customer’s account information before proceeding with the interaction is REQUIRED for each phone call and chat interaction. This is part of your QA Evaluation Scoring for phone call and chat interactions.

If caller is making a threat:

Full customer authentication is NOT required and
The following Threat SOP must be followed instead

Policy Overview

Step	Action

Step	Action
1	HOMEOWNER: IF SalesForce is displaying the information in Record then validate ONLY the Full Name. IF NOT; It is required to authenticate a minimum of 2 of the following geographic information items by checking into the “Name & Address” Tab located in the Qualification Phase in Engine: Full Name (Required) Full Address (Including City, State and Zip Code) Phone Number (If one of the above information items cannot be verified Email Address (If one of the above information items cannot be verified) Everbright Contract ID (If one of the above information items cannot be verified)
	Email	The email needs to come from the same Email Address on record
	Phone call	Homeowner To be able to further assist you, please verify the following information: Full Name Full Address - including City, State, and Zip Code and proceed to Step 2
	Phone call	Installer To be able to further assist you, please verify the following information: Full Name Email Address and proceed to Step 3
	Chat	Does the information provided in the text box by the customer match the customer account information from Engine Pipeline or Homeowner Dashboard PowerBi? If yes, proceed to Step 2 If NO, advise the customer the following depending on what information was not verifiable and the type of customer:
		Homeowner To be able to further assist you, please verify the following information as it is on your contract: Full Name [if different from that was entered in the pre-chat form] Full Address - including City, State, and Zip Code and proceed to Step 2
		Installer/Sales Representative To be able to further assist you, please verify the following information as you are registered with your organization: Full Name [if different from that was entered in the pre-chat form] Email Address and proceed to Step 3
2	Did customer verify the geographic information items above? If yes, advise the caller the following and proceed to Step 4 English: “Thank you for verifying that information, I will gladly assist you today.” Spanish: “Gracias por verificar la información, estaré encantado de ayudarle hoy.” If no, proceed to Step 5
3	Verify if the installer/sales representative has access to the specific job/phase using the following table: How to verify if installer/sales representative has access to a job/phase in Engine Pipeline Does installer/sales representative have access? If yes, proceed to Step 4 If no, proceed to Step 5
4	Authentication is successful so proceed with interaction, following appropriate SOP(s).
5	Advise the customer the following: If contract holder, homeowner, an authorized person on behalf of the contract holder: “Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information.” If installer/sales representative: “Unfortunately, we are not able to validate the information you have provided having access to this specific [job, job phase] so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information with your organization administrator.” Enter disposition notations and Stop.

How to verify if installer/sales representative has access to a job/phase in Engine Pipeline

Step	Action

Step	Action
1	Log into Engine Pipeline and locate customer’s contract the caller is inquiring about
2	Click on ‘More Options’ at the top right-hand corner Click on ‘Log In As’
3	Input Organization and User information of installer/sales representative Click on ‘Log In’
4	Verify screenshots below to determine if user has access to specific job/phase

Unable to locate contract in Engine Pipeline/Beam Customer

Step	Action

Step

Action

1

Access Homeowner Dashboard PowerBi

2

Click on ‘Beam Data’ from the left-hand menu

Input one of the account identifier information provided by customer

3

If unable to locate under ‘Beam Customer’, attempt to locate under ‘EB Data’