Prerequisites for Better Troubleshooting:

  • CEE Account Login Credentials
  • Domain Name

Initial Verification Steps to be Followed:

  1. Confirm Domain Details:
    • Ensure that the correct domain name and related details are correct.

Steps to be Followed:

  1. Step 1: Log in to the CEE Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Settings -> Email Domains.
    • Screenshot:



  2. Step 2: Add the Sender Domain:

    • Click on "Add Domain" and enter the sender domain name provided.
    • Screenshot:


  3. Step 3: Configure Domain Settings:

    • After adding the domain, follow the on-screen instructions to configure the necessary DNS settings.
    • The necessary DNS settings have to be done by the brand owning the domain.
    • Screenshot:


  4. Step 4: Verify Domain:

    • Once the settings are configured, verify the domain to ensure everything is set up correctly.
    • Once the domain is verified, follow the on-screen instructions to configure SSL.
    • Screenshot:



Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client of the resolution.
    • Provide Screenshot
  2. [Reason 2]:

    • If not resolved, escalate to Cross-functional teams to investigate further.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases

Escalation Path:

  1. Initial Verification:

  2. 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/SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

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