Prerequisites for Better Resolution:

  • CEE Account Login Credentials

Initial Verification Steps to be Followed:

  1. Confirm Request for Preferred Channel Activation:
    • Ensure that the request to enable Preferred Channel has been confirmed by the client.

Troubleshooting 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 Profile -> Account Configuration.
    • Screenshot:


  2. Step 2: Search for Preferred Channel Option:

    • In the Account Configuration section, search for the "Preferred Channel" option.
    • Screenshot:


  3. Step 3: Enable Preferred Channel:

    • Click on "Enable" to activate the Preferred Channel for the account.

Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that the Preferred Channel has been successfully enabled.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with enabling the Preferred Channel, 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 persists after enabling the Preferred Channel:

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

Feedback on Playbook:

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