Prerequisites for Better Resolution:

  • CEE Account Login Credentials (Can be performed only through Netcore Cloud login)
  • Access to the Audience section
  • List ID / List Name

Initial Verification Steps to be Followed by CRS/CSM/CSS/Onboarding/CAT:

  1. Confirm Access to the Mailscore Feature:
    • Ensure that the user has the necessary access to use the Mailscore feature in the CEE Account.

Troubleshooting Steps to be Followed by CRS/CSM/CSS/Onboarding/CAT:

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

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Audience -> Lists.
    • Screenshot:


  2. Step 2: Select the List:

    • Choose the list for which you want to calculate the Mailscore.
    • Click on the three dots next to the list.
    • Screenshot:


  3. Step 3: Calculate Mailscore:

    • Click on "Mailscore" and follow the instructions.
    • Use your Netcore email ID when prompted.
    • Screenshot:

Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that the Mailscore has been successfully calculated.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with calculating the Mailscore, 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 calculating the Mailscore:

      • 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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