Where to Access the Signed Referral Agreement

Overview

Agents may inquire about accessing their signed Referral Agreement (RFA). Currently, agents do not have the ability to retrieve this document on their own, but internal teams can assist by locating it in Salesforce or submitting a ticket if necessary.

How to Locate the Signed Referral Agreement (RFA)

1. Check the Agent’s Salesforce Contact Record:

   • Navigate to the agent's contact record in Salesforce.
   • Look for the field labeled “Ref Agreement”.
   • If the RFA is available, you will find a clickable link in this field.

2. If No Link Is Found:

   • Verify that the agent has completed all necessary steps for activating their referral agreement.
   • If the field is blank or the agreement is missing, proceed to submit a ticket.

Submitting a Ticket for Missing RFA

1. Open a New Ticket:

   • Use the internal support system to create a new ticket.
   • Select the category: Request RFA.

2. Include Key Information in the Ticket:

   • Agent’s full name.
   • Email address associated with their SOLD.com profile.
   • Any additional notes about the missing agreement.

3. Processing Time:

   • Once submitted, the ticket will be routed to the appropriate team for resolution.

Best Practices for Teams Handling RFA Requests

• Ensure Profile Completeness:

  • Double-check the agent’s profile in Salesforce to confirm all required fields (e.g., MLS ID, Service Areas) are updated.

• Communicate Timelines:

  • Let the agent know the typical timeframe for retrieving and providing a missing RFA.

• Proactive Follow-Up:

  • If the agent needs the document urgently, prioritize the request and inform the support team accordingly.

Talking Points for Internal Teams

• For Customer Service Teams:

  • Example Script:
    "The signed referral agreement isn’t accessible in the agent portal at this time, but I’ve checked your Salesforce contact record and found the agreement. I’ll send it over to you shortly!"

• For Sales Teams:

  • Example Script:
    "I noticed the signed referral agreement isn’t showing in Salesforce for your account. I’ll submit a ticket to our support team right now, and we’ll get it resolved as quickly as possible."

Support Resources

• Internal Salesforce Guide:
  Step-by-step instructions for accessing agent records and locating the Ref Agreement field.

• Ticket Submission:
  Use the Request RFA category for missing agreements.

• Agent Support Email:
  Direct questions or concerns to [email protected].

Note: While agents can’t access their signed referral agreement independently, internal teams are equipped to locate and provide this document efficiently. Always ensure the Ref Agreement field in Salesforce is reviewed before submitting a ticket.