RawlsGroupHelpDesk.com
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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!

Agent's Personal Devices
Unabridge Scope
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
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
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
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​FIRST ATLANTA |  ATLANTA NORTH  |  ATLANTA PERIMETER  |  PEACHTREE ROAD  | CITYSIDE  | DOUGLASVILLE
​Director of Technology:   Scott Hardy - 678-362-0316 - [email protected] - Core Coverage: Mon - Fri 9am - 5pm
Icon by contact us icons on freeicons.io
  • HELP DESK
    • Create a New Ticket
    • Schedule a Tech Session
    • Video Conference
  • DOWNLOADS
    • Market Center Logos
    • Market Center Print Drivers
    • MS Office 365
    • Tactical RMM
    • Hornet Security
    • SPLASHTOP
    • S3 Browser
    • Broker Metrics
    • Egnyte Desktop App
    • Crashplan >
      • Windows
      • macOS
      • Linux
    • iBackup
  • RESOURCES
    • Technician's Portal
    • Agent Search
    • KW Help Desk >
      • Generalized Info
      • MCA Info
      • Leadership Info
    • Market Centers >
      • KWFA - Sandy Springs
      • KWAN - East Cobb
      • KWAP - Dunwoody
      • KWPR - Peachtree Rd
      • KWSV - Cityside
    • Lobby Loops >
      • KWFA Sandy Springs
      • KWAN East Cobb
      • KWAP Dunwoody
      • KWPR Peachtree Rd
      • KWSV Cityside
      • KWSV Douglasville
    • System Status >
      • RGHD Systems
      • KW Systems
      • Data Breach Check
    • Local Services
  • TRAINING
    • Cybersecurity Awareness