Prerequisites for Better Troubleshooting:

  • Account Name
  • Web Message Campaign ID

Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):


Verify List Addition in Content Section:

  • Ensure that the list is correctly added in the content section of the web message template.
  • Responses will only be tracked if the list is available here.

 


Note on Audience Section:

  • If the list is added to the audience section, those users will be targeted as recipients, but responses will not be tracked.


Resolution / Next Steps:


[Reason 1]:

  • Inform the client of the findings.
  • Provide clarity on why the problem occurred.
  • Provide Screenshot

[Reason 2]:

  • Escalate to Cross-functional teams to investigate further.
  • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases


Escalation Path:

Initial Verification by Business Teams (CRS/CSM/CSS/Onboarding):

  • If resolution is not found after initial verification:
    • Contact: Care/CEE Helpdesk
    • Email: care@netcorecloud.com (only for NA/US region), helpdesk@netcorecloud.com
    • Slack Channel (Only for escalation): [Your respective channel with Care / Helpdesk]

Further Investigation by Helpdesk:

  • If the issue is not resolved after initial & further investigation:
    • CAT Escalation:
      • Escalate to: SME
      • Contact: SME1 / SME2
      • Email: Ticket with internal note and investigation
      • Slack Channel: [Your respective channel within Support]
    • Cross-functional Escalation:
      • Escalate to: Cross-functional Teams
      • Contact: DE/Integration/PS/SRE
      • Email: Child ticket to the appropriate team
      • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]


Reference Ticket IDs:

Ticket 3881784


Feedback on Playbook:


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