Unabridged Scope
Writing an unabridged scope of support is challenging to say the least! After meeting with The Rawls Group Leadership Team we agreed that having this information published online and easily accessible to Agents, Staff, and Technicians would prove to be a valuable tool for understanding the boundaries and guidelines of tasks and services performed by our department.
We are committed to a comprehensive approach of supporting the Rawls Group Market Centers' infrastructures, Agents' use of the infrastructure, and Agents' Technical Training/Setup. Infrastructure comprises the Market Center's Staff and technical assets such as the office Server, Network, Phones, Workstations, Printers, Security, Backups, Maintenance, and Purchasing. Agent's ability to use the infrastructure and to connect their personal devices to the infrastructure is one of our top priorities.
You can help us build and improve upon this document! We welcome all feedback (there is a form at the bottom of the page) and consider this table to be subject to review and editing. If an Agent or Staff member feels there should be consideration for adding to, subtracting from, or clarification of any item below then we want to hear from you!
We are committed to a comprehensive approach of supporting the Rawls Group Market Centers' infrastructures, Agents' use of the infrastructure, and Agents' Technical Training/Setup. Infrastructure comprises the Market Center's Staff and technical assets such as the office Server, Network, Phones, Workstations, Printers, Security, Backups, Maintenance, and Purchasing. Agent's ability to use the infrastructure and to connect their personal devices to the infrastructure is one of our top priorities.
You can help us build and improve upon this document! We welcome all feedback (there is a form at the bottom of the page) and consider this table to be subject to review and editing. If an Agent or Staff member feels there should be consideration for adding to, subtracting from, or clarification of any item below then we want to hear from you!
Agent's Personal Devices
| SUPPORTED? |
DESCRIPTION |
RESOURCE |
| YES |
Initial problem
identification of Agent owned equipment in order to rule out issue with
Market Center infrastructure. Not to become troubleshooting
session. |
Rawls Group Hep Desk |
| YES |
Join
Agent owned computer to Market Center Network |
Rawls
Group Hep Desk |
| YES |
Join
Agent's printer to Market Center Network |
Rawls Group Hep Desk |
| YES |
Basic
setup Agent's KW email for applications and mobile |
Rawls Group Hep Desk |
| YES |
Setup
Market Center printers for Agent's computer |
Rawls Group Hep Desk |
| YES |
Setup
Firefox internet browser on Agent owned computers |
Rawls Group Hep Desk |
| YES |
Setup
Microsoft Security Essentials (antivirus) on Agent computers |
Rawls Group Hep Desk |
| YES |
Setup
Adobe Flash & Adobe Reader on Agent owned computers |
Rawls Group Hep Desk |
| YES |
Setup
Java on Agent owned computers |
Rawls Group Hep Desk |
| YES |
Setup
Microsoft Silverlight on Agent owned computers |
Rawls Group Hep Desk |
| YES |
Connect
Agent's computer or mobile device to Market Center's Apple TV or
Chromecast services (locations vary) |
Rawls Group Hep Desk |
| UN-SUPPORTED |
Remove
virus from Agent's Computer |
Microsoft
Store (FREE) Local Service Provider Retail Service Provider |
| UN-SUPPORTED |
Install
or Un-install Agent owned software (Microsoft Office, Non-Microsoft Antivirus) |
Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
Troubleshooting
Agent owned Printer / Scanner / MFP equipment |
Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
Optimize
or perform maintenance on Agent owned computers |
Microsoft
Store (FREE) Local Service Provider Retail Service Provider |
| UN-SUPPORTED |
Setup
backup software equipment or services |
Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
Troubleshooting Agent owned computers for issues not related to the Market Center infrastructure (Office Printers, WiFi Network, etc) | Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
Advanced Setup Agent's KW Email (Google for Work Apps Sync) | Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
Troubleshooting
hardware issues such as failing hard drive, video cards, motherboards,
optical drives, memory (In-Warranty) |
OEM
(Original Equipment Mfr) Local Service Provider Retail Service Provider |
| UN-SUPPORTED |
Troubleshooting hardware issues such as failing hard drive, video cards, motherboards, optical drives, memory (Out-of-Warranty) | Local
Service Provider Retail Service Provider |
| UN-SUPPORTED |
FMLS will no
print correctly from Agent owned computer |
Local
Service Provider Retail Service Provider FMLS Tech Support |
| UN-SUPPORTED |
GAMLS will not
print correctly from Agent owned computer |
Local
Service Provider Retail Service Provider GAMLS Tech Support |
eEdge & eAgentc
| SUPPORTED? |
DESCRIPTION |
RESOURCE |
| YES |
Basic
setup/activation of eAgentc & eEdge Agent Websites |
Rawls
Group Hep Desk (Training) |
| YES |
Basic
setup/activation of KW myMobile App |
Rawls Group Hep Desk (Training) |
| YES |
Basic
Wolfnet IDX / Market Leader IDX activation |
Rawls
Group Hep Desk (Training) Agent Service Coordinator |
| YES |
Agent
Profile 100% Completion |
Rawls Group Hep Desk (Training) |
| YES |
Basic
myTransactions (Dot Loop) setup |
Rawls Group Hep Desk (Training) |
| YES |
Configure domain CNAME and forwarding for eAgentc websites | Rawls Group Hep Desk |
| YES |
Configure domain masked URL forwarding for eEdge websites | Rawls Group Hep Desk |
| YES |
Assist with GREC Complaint KW Logos with Market Center Designations | Rawls Group Hep Desk |
| UN-SUPPORTED |
Customize Agent's eAgentc Website | BrandCo.com |
| UN-SUPPORTED |
Provide
one-on-one training / consulting beyond contents of group training
sessions |
Scott
Le Roy Marketing Michael Lewis Marking Suite |
| UN-SUPPORTED |
Set
up/customize eEdge/eAgentC websites for agents. |
Scott Le Roy Marketing |
| UN-SUPPORTED |
Export/clean up contact databases from other sources (such as previous brokerages/businesses, phone contacts, etc.). | Scott
Le Roy Marketing Market Leader Support |
| UN-SUPPORTED |
Import contacts into eEdge for agents. | Scott
Le Roy Marketing Market Leader Support |
| UN-SUPPORTED |
Troubleshoot
custom navigation, layout, java errors |
KWRI
Support |
| UN-SUPPORTED |
Resolve
missing KW myMobile App QR code |
KWRI
Support |
| UN-SUPPORTED |
Troubleshoot
KW myMobile App download/installation errors or problems |
KWRI Support |
| UN-SUPPORTED |
Troubleshoot
KW myTransaction issues |
Dot Loop Support |
| UN-SUPPORTED |
Troubleshooting
myListings myLeads Protocol |
KWRI Support |
| UN-SUPPORTED |
Troubleshooting
lead capture systems (inbound failures, distribution errors) |
KWRI
Support Market Leader Support |
Marketing
| SUPPORTED? |
DESCRIPTION |
RESOURCE |
| YES |
Training
on eEdge Marketing Campaigns and Materials |
Rawls Group Hep Desk (Training) |
| YES |
Training
on Basic online/social media marketing |
Rawls Group Hep Desk (Training) |
| YES |
Assist
Agents in obtaining The Rawls Group Market Center logos |
Rawls Group Hep Desk (Download) |
| YES |
Assist
Agents in obtaining access to quarterly stats (Chartmasters) |
Rawls
Group Hep Desk Agent Service Coordinator |
| UN-SUPPORTED |
Create,
order, and/or send marketing materials such as postcards, announcement
letters, etc for Agents |
Scott
Le Roy Marketing Michael Lewis Marking Suite |
| UN-SUPPORTED |
Create
custom designs (business cards, Facebook cover photos, branded photos) |
Scott
Le Roy Marketing Michael Lewis Marking Suite |
| UN-SUPPORTED |
Assist
Agents with business card, marketing flyers, and marketing designs
through KW Approved Vendors |
Scott
Le Roy Marketing Michael Lewis Marking Suite |
| UN-SUPPORTED |
Development
of Agent brand, niche, service geography |
BrandCo.com |
| UN-SUPPORTED |
Use
of Chartmasters within custom marketing, designing listing
presentations, etc |
Chartmasters.com |
Feedback, Suggestions, or Corrections?
Did you find this page helpful? Is there anything that would make it better? Do you have a suggestion or your own tip that you would like to share? Did I get anything wrong, or is there spelling/grammatical/technical error that needs correcting? Please let me know! Leave a detailed message for me below. Your name and website might even get featured on this site!
Did you find this page helpful? Is there anything that would make it better? Do you have a suggestion or your own tip that you would like to share? Did I get anything wrong, or is there spelling/grammatical/technical error that needs correcting? Please let me know! Leave a detailed message for me below. Your name and website might even get featured on this site!
