Netcore Cloud

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:

Re-verify CSM Checks:

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:

Check Network Tab for ADG:

• Go to the network tab and search for “ADG”.
• Click on it and preview the web message. The size and other rules should be present here.
• Example: If the banner size from DIY shows a width of 600 but appears as 300, advise the client to enable the "Do not stack on mobile" option in the DIY.
• Screenshot:

Check for Full-Page Coverage by Web Message:

• If the web message is covering the entire page, inspect the element (Ctrl+Shift+C), then click on the element that is covering the page.
• There might be an iframe class loaded with a background image causing the issue. This class may have been added by the client. If disabling the background overlay solves the issue, inform the client to adjust this setting.
• Screenshot:

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:

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