Prerequisites for Better Troubleshooting:

  • CPaaS Account Name
  • CEE Account Name
  • Domain Name


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


Identify the Associated CPaaS Panel:


Troubleshooting Steps to be Followed by CAT:


Step 1: Access CPaaS Panel Settings:

  • In the CPaaS panel, go to Settings -> General to view the domains: CPaaS Panel


Step 2: View Domain Details:

  • Click on the action button to be redirected to the domain details.


Step 3: Update DKIM in CEE Panel:

  • In the CEE panel under Email Domain, only update the DKIM.



    2. Ask the client to update the ‘elink’ record at their end as per the CEE panel because link tracking differs         between CPaaS and CEE panels. (Refer above screenshot)

 

Resolution / Next Steps:


[Reason 1]:

  • Inform the client of the findings.
  • Provide Screenshot


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 3883259


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