Prerequisites for Better Troubleshooting:
- Account Name
- Web Message Campaign ID
- Web Message must be live for debugging
Initial Verification Steps to be Followed by Business Teams (CRS/CSM/CSS/Onboarding/CAT):
Verify Site Selection:
- Ensure the correct site is selected for the web message.
- Screenshot:
Verify Rules Setup:
- Confirm that the rules set for the web message are correct when testing.
- Screenshot:
Troubleshooting Steps to be Followed by CAT:
Step 1: Re-verify CSM Checks:
- Assume no checks were done by CSM, re-verify all verifications with a deeper dive.
Step 2: Inspect Website for netcoresmartech:
- Visit the website and inspect the element to check if "netcoresmartech" is present.
- If not present, inform the client that JS integration is required for the web message to be shown.
- Screenshot:
Step 3: Check Network Tab for ADG:
- Go to the network tab and search for “ADG”.
- Click on it and preview to see if the web message rules are present.
- If the rules are not present, follow the Cross functional escalation procedure.
- Screenshot:
Step 4: Verify Activity-Based Web Message Trigger:
- For activity-based web message triggers, check if the event is getting fired by typing smartech('debug','1') in the console.
- Perform the activity and observe if the event is being fired.
- If all conditions are met and the web message is still not shown, follow the Cross functional escalation procedure.
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 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 issue is not resolved after initial & further investigation:
- CAT Escalation:
- Escalate to: SME
- Contact: SME1 / SME2
- Email: Ticket with internal note with 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]
- CAT Escalation:
Reference Ticket IDs:
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