Resolution
Where do you find the MMLS Template?
Quick Links (MLS Template Tool)
When can you cold transfer to CSM?
If you have already tried to reach out to the Customer Success Managers and have not been successful, and the customer is willing to wait on the line, you can now cold transfer to the team so the customer can speak to someone today. Be sure to allow the customer to choose the queued callback option. If you choose for the customer, the callback will be routed to customer care as opposed to the caller.
What other name is used for Partner Support?
Opcity
What is the difference between CSA and CSM and what does each do?
CSA handles billing without product changes, CSM handles product changes
What is Success main job?
New Purchase product setup
Where do you go to unlock the office info in dashboard?
Quick Links - The Profile API MLS Utilities
What is the time frame for the initial call back when a new retention case is submitted?
3 business days
What case record type do Partner Support cases live under?
Support Case
When do we send DNR cases to CSA and what info is needed?
Before the agent makes their last payment on the contract, the reason for the DNR request
What is the case record type for creating a product set up case?
Outbound
What is the difference between MLS Transfer and MMLS?
MLS Transfer - Mulitple Accounts, 1 active ID
MMLS - Merging multiple accounts with active multiple MLSs
What is the recommended verbiage we use for new cancellation requests?
"I have submitted a request for review by a Customer Success Manager, who will follow up with you within 3 business days. Correspondence will need to take place between yourself, and a Customer Success Manager, before any changes could be made to your account."
What term refers to this team's leads?
Referrals
When do we NOT update credit card info?
If an account has a lender
What boxes do the LEX ad display on the RDC listing detail page?
4 and 10
What are the 5 basic notes that need to be in all listing issue cases?
Address and/or Listing ID, URL, what information is incorrect, what should it say
Where do you log your call when having a callback scheduled by a lead?
contact vs the case number
What must be located on the broker account before transferring the call to broker support?
Broker Support Case
How can you tell if assets are marked for Do Not Renew?
Renewal Status Column
When do you transfer to Success?
If someone just purchased product and missed a welcome call
What is the turnaround time and method of contact for Resolution cases?
2 business day and via email
If a customer has a chargeback open on their account, how does this impact retention cases?
Retention cannot process cases while a chargeback is being researched
If an admin calls in regards to Opcity, what team do you warm transfer to?
Broker Support
How do you find if there is co-marketer on an account?
There will be a child account type of Loan Officer
how can you schedule a callback from the success team for a customer
Schedule with RDC Success button on SF account