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Case Assignment Glossary

Case Assignment Glossary

Owned by Sarah Jane Salvatierra
Feb 03, 2025
2 min read

Background: This serves as a reference guide to define the roles and responsibilities of different teams within EverBright. It ensures that when creating a Case Assignment, cases are directed to the appropriate team based on their scope of work, avoiding misrouting and delays in resolution.

Scope

This guide applies to all agents and team members responsible for creating and assigning cases in Salesforce.

TEAM

ROLE

RESPONSIBILITIES

TEAM

ROLE

RESPONSIBILITIES

Compliance/Legal

contract enforcement, compliance concerns, or legal escalations.

  • Legal compliance and regulatory matters.

  • Contract violations and risk assessment.

  • Insurance claim evaluations.

Configuration

for insurance renewals, COI updates, or system-related configurations.

  • System and portal configurations for new accounts.

  • Insurance updates and Certificate of Insurance (COI) requests.

  • Internal system updates (e.g., data corrections)

Credit and Title

handles credit approvals, title checks, or ownership verification

  • Credit checks for home sale transfers and financing approvals.

  • Title verification and ownership changes.

  • Resolving title discrepancies before system activation.

Deal Processing

for contract verification, processing, milestone review, and approval or document-related concerns.

  • Contract execution and processing.

  • Document verification for homeowners and installers.

  • Ensuring contract compliance before system activation.

  • Milestone review and approval

Operations & Maintenance

for system repair or maintenance requests.

  • System troubleshooting and performance issues.

  • Hardware malfunctions (panels, inverters, meters).

  • Post-installation repairs and maintenance.

Product Development

for requests related to product enhancements, technical upgrades, or new feature requests.

  • Enhancements and updates to EverBright’s products and services.

  • Managing feedback and implementing improvements.

  • Technical innovation and feature development.

  • Resolving bugs or engine errors

Resolution Specialist

for escalated cases requiring additional investigation and coordination.

  • Complex case escalations requiring multi-team involvement.

  • High-priority customer disputes and issue resolution.

  • Specialized troubleshooting beyond first-level support.

Revenue Protection

for overdue accounts, service reactivation, or suspected fraud.

  • Non-payment cases and service disconnections.

  • Requests for system reactivation after payment.

  • Fraud prevention and contract enforcement.

Risk

for cases requiring financial or operational risk evaluation.

  • Risk assessments related to system performance and financial concerns.

  • Managing potential fraud and contract disputes.

  • Evaluating credit risk for new and existing customers.