Scheduling Appointments
Tasking in FV
Firm Focus: Tofer & Associates
Assigning a Primary
Misc Filevine
100
Name at least 2 platforms we use to schedule appointments.

1. Filevine
2. Calendly
3. Acuity

100

What happens when no FV project is associated while attempting to task someone at the firm? 

The task does not go anywhere. The message stays in the RBA. 

100

Existing client: If they do not know who to speak to and you cannot locate the filevine project, what should you do? 

Send firm-wide email to toferlaw@toferlaw.com. 

100

If we are ever asked in protocol to assign someone as primary, this will ONLY be for intakes. We will NEVER have to do it for an existing client or provider. True or False? 

True.

100

All of the firms we take calls for use Filevine. True or False? 

False. 

200

What should appointments scheduled in FV be titled?

PNC/Client's name

200
If we are not asked to task, what other ways can we send a message to the firm? (Name at least one)

1. Email
2. Text
3. Voicemail

200

Existing client (After hours): If a client is upset and Jenn and the unit manager are not available, who should you task? 

Case manager ONLY. Send email to case manager, unit attorney, and Jenn. 

200

Where can I look to find out who the primary is on a case? 

In the vitals section in FV, in the teams tab, or in the RBA under the project. 

200

When searching for a FV project, what can I search?

1. Client's name
2. Phone number
3. Email address
4. DOL

300

Which platform has the most amount of firms using it to schedule appointments? 

Filevine

300

If you cannot locate the FV project for an existing client, what should you do? 

Check protocol if there are instructions specific to this situation. If there is not, you will just send an email and let the firm know you were not able to locate the FV project. 

300

If the person they are calling for is not available and you are able to locate the associated FV project shows a different case manager, what should you do? 

Attempt to transfer to case manager listed in FV project. 
300
How do I know who to assign as primary if asked to do so?

Protocol instructions will provide that information. 

300

Filevine is Ringbird's parent company. True or false? 

True. Filevine bought Ringbird in 2018. 
400
Name at least 2 things agents should keep in mind when scheduling appointments in Filevine. 

1. Time zone
2. In person or on the phone appt
3. Duration (30 min-1hr, etc)
4. Date
5. Attorney's name/firm 

400

What should you do if the person you should task is not showing as an option in Ringbird?

Check FV followers and collaborators to see if the person is listed there. Their task handle will also be in Filevine. If we still cannot find the person, we will then just send an email instead. 

400

What is Jenn's task handle? 

@jmah

400

Before someone can be assigned as primary, they must be moved from collaborators or guests to....

Followers

400
What is the difference between the intake Filevine account and your personal Filevine account? 

Your personal Filevine account tracks employee progress and QA scores. The intake Filevine account contains client files and stores case information for the firms. 

500

When scheduling an appointment in Filevine, you do not need to account for time difference. It is automatically set in the time zone that the attorney is in. True or false? 

False. You do need to account for the time difference when using Filevine. 

500
How do we check if a task was successfully sent? 

We would search the client's FV project and it should be at the top of the Activity's section. 

500

What should be added before each task handle? 

+

500
How many people can you assign as primary on a person's case at a time? 

You can do as many as are in the followers tab. (I.e - if there are 3 followers in a project, all 3 of them can be made primary at once). 

500

Which Filevine account should you be logged into when taking calls?

Filevine Intake

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