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]


Reference Ticket IDs:


Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form