Pending Tasks
When a pending task is marked as resolved, what is the SLA (time expected for response) for the new review?
2 hours
Where do we go to start the process of generating a design/proposal?
Via the opportunity, using 'New or Saved Project' under the 'Navigate Brightpath' dropdown.
What is Sunrun's 'Mission'?
CREATING A PLANET RUN BY THE SUN
Sales creates the lead, which is converted into an opportunity, and then a proposal is generated.
True or False: The sales rep must be activate in order to assist on the inquiry
TRUE - They must be listed as active in our system in order to proceed.
When receiving an 'Inaccurate System Size' task, what should you do?
First, confirm whether the task was placed by the bot. Then, proactively compare the usage used to generate the proposal with the usage shown on the bill to confirm accuracy, then escalate it to leadership for a second review.
What area of Offer Experience can we use to remove any trees following the Tree Removal Process?
Site Tab
For all 'Monthly(Lease/PPA)' deals and 'Customer Owned Bank Financed' deals, what is the minimum required FICO (Credit) score?
650
For all California deals - which document MUST be signed by the customer first, the CPUC or the Customer Agreement?
CPUC
If a sales rep has an email address '@sunrun.com' - they will be associated with what potential sales teams?
Direct Sales, Fusion, D2H
Partners will NOT have an '@sunrun.com' email address.
What steps are needed to resolve a deal that’s been pended because the address on title doesn’t match the address on the agreement/proposal?
Depending on the extent of the address discrepancy, a new lead and a new proposal may be required. The address on the title must match the address listed on the agreement in order to proceed.
What is the most common reason 'Monthly/PPA' pricing doesn't populate in Offer Experience, even though it's available in the market?
The design does not meet the 'minimum sun hours' requirement for the market. We can check sunhours via Offer Experience.
Where can we view the Hours of Operation for each department?
Master Department Contact Page
If a representative calls in regarding a Verification Call Exemption, are you required to complete the action?
NO - these should be routed to our HIS team. Once we confirm there is an active signed agreement, we can transfer.
Does SSD schedule Site Survey appointments for partner reps?
No go - SSD only schedules Site Survey appointments for Direct Sales, D2H, and Fusion.
The proposal at hand lists "LLC Requirements - Missing". What is required to resolve?
For all LLCs, we require proof that the LLC is owned by 2 or less members/managers.They will need to provide one of the acceptable proofs to proceed.
True or False: SSDTier2@sunrun.com is available to give to all sales channels.
FALSE - This is internal only. We should be sending an email from our case. NEVER give this our to any sales representatives.
If a rep is calling in for assistance with an account that is in 'Stage 10' - which team will we need to transfer them to?
Customer Care
Which two items must be complete in order for a deal to be 'submitted' to stage 6?
ODI (Outstanding Document Indicator) and all required documents signed.
What should we do when receiving Fusion Athlete to Expert requests?
First, check whether an error was received, as Fusion Sales is typically responsible for this step. If they are persistent in requesting assistance, we can proceed. Be sure to share the relevant resource documents after the discussion.
In addition to assuring that the utility bill provided is dated within 6 months, what five pieces of utility information MUST be provided for SRA?
1. Customer Name
2. Service Address
3. Rate Schedule
4. Meter Number
5. Utility Account Number
When 'Finalize the Design' is greyed out, where should we check for issues/errors?
The home icon next to 'Finalize Design' it houses any issues or requirements needed to adjust the system to proceed.
Which team has authorization to activate/reactivate a sales rep's contact page or sales tools?
Email/Backoffice Team
Which of the required e-signature documents are we not able to transfer from proposal to proposal?
The Customer Agreement & IPA will always be proposal specific. We can NOT transfer a signed Customer Agreement & IPA from one proposal to another.
**We can, however, transfer a signed CPUC or NEM document from one proposal to another when needed.
True or False: We can assist a Sales rep who is not listed as the Opportunity owner for all site survey cancellation requests
FALSE - This is an example of a non-progression request. We can assist if they are within the same sales org as the Oppty owner/rep and are attempting to further progress the deal towards SRA (obtaining signatures, resolving pending tasks, creating Proposals, sending Credit check, etc.)