Salesforce
What does CRM stand for?
Customer Relationship Management
Go off-queue
From this account number: CA562-001-318-13, which section identifies the unit ID
318
Immediately following your interaction
Will calls made to the office be directly connected?
No
If a resident ask a lease related question, where do you find the lease?
What does AHT and ACW stand for?
Avg Handle Time &
After Call Work
Which of the below do not live in the apartment:
Current
Co-Residents
Other
Guarantor
Guarantor
What can be supoenaed?
Any Service Interaction
Can multiple views be created and saved on SightPlan?
SightPlan allows for multiple views to be created and saved.
Where is the Estimated FOM?
The bottom of the ledger
What should only be used when transferring to CS or 3rd party collections ?
Blind Transfers
What is the report name used to generate pricing?
AVB Unit Availability and Pricing
What are the three most commonly used interaction types?
Email, Internal Admin, Call
True or False: Every SightPlan interaction must be entered in Salesforce as New Service Interaction
True
Where do you enter a SI when there is a call from the community or for the community that is not related to any specific resident
The community page
When using the language line what should you take note of?
The Name of interpreter and ID number
What tab can you utilize to view the ledger?
Lease Information Page/ Ledger Inquiry
False
Abbreviations or short-hand are unacceptable and point-worthy (except NSF and SODA)
What happens if a resident transfers apartment? Do they have the same account?
If a resident is transferring, they will need to be invited to join the resident app/create a new account under their new apartment
The resident will not be able to toggle between 2 units in one login
What is housing assistance versus affordable housing?
Affordable housing is income-based housing
Housing assistance is programs that allows tenants to take a voucher to a private landlord to secure low-income housing on the private market
How do you conduct Consult Transfers?
Place resident on hold using Hold Script
Click on the Consult Transfer button & Enter the name or phone number and click Consult
Let the person know why you are transferring the call to them and if they are fully verified
In order to speak to the resident & caller, uncheck the red II (hold) button
To finish the transfer, click the transfer button
What resident information can you change on MRI?
Email, Forwarding Address, Phone number
When should you do if a resident gives you a forwarding address for the first time?
If there is no forwarding address on file and you are taking the address for the first time, you must create a new Service Interaction (for the SODA team) and update it in MRI.
What is the difference between Mobile MX, SightPlan, and the Resident App
Mobile MX is an initiative bringing mobile technology to onsite associates and residents. The objective of the project is to improve efficiency and effectiveness of maintenance operations, resident experience, and equipment reliability, supported by greater visibility into the business.
SightPlan is the name of the platform used by associates. Here associates will view requests for maintenance and office (i.e., administration); assign tasks to the appropriate department or associates; respond and close tasks.
Resident App (Mobile) & Resident Service Portal (Web) is the corresponding platform used by residents. Here residents will be able to submit and manage service requests and contact the leasing office through the portal or app.