Bronze
What's the first thing you should do when "arriving" at work each morning?
Give a morning greeting in the catalog_support slack channel.
How many Product ID values can a model have?
As many as needed!
Is there a limit on number of users that a distributor/vendor may have in their application & can they add them in themselves?
What would be your first steps if a customer requests to add in a new brand to their account?
Loop in our awesome sales team!
What are the protocols for communicating with Data team on a build/data request?
For all requests, you will be submitting or amending an existing Jira ticket. If it is urgent/high priority- you will also message the data team directly. (Slack)
An admin user requests to add a new catalog to their environment. What are the next steps to get this completed?
Offer to copy/clone an existing catalog or offer to begin building from scratch.
Yes; admin users are able to add custom resources under the 'Company > Custom Resource' trail. They can upload URLs or PDFs.
What is the maximum number of brands a customer can have in their environment? In a catalog?
Customers are not limited in the number of brands they can access to. Each brand will be an additional charge on their subscription. Customers are limited to the number of brands they are currently paying for.
Whenever you receive a customer request of any kind, what should be your first steps?
Info gather! Read through the entire request and then trust but verify the information given.
What is the main purpose of the 'Dealer Contacts' on a dealer record?
For emailing catalogs; either directly or through Catalog Connect. You cannot directly enter email addresses at these steps, they must already be entered as a dealer contact.
Can I get a matchup information Excel Flat file/export with pricing from our Pricebook Digital Application? If so, how can I get that?
Yes; it is a sales request as it will be an additional fee.
What is the purpose of product cross reference? Do all customers use it?
The product cross reference maps their system's product ID's with our database's model numbers. (Manufacturer's model number) Customers using either API/ERP connections or Mass Upload will use this feature.
What are the necessary information points to include in a Catalog Board Build Request ticket?
Labels, correct title, brand, specifics (model numbers, AHRI numbers, ect) attachments (when applicable)
When requesting accessory model builds; what information is necessary for data to complete the build?
To complete an accessory build; the client needs to give us a description as well as the model number.
After completing customization for a new catalog, an admin user writes in to say they are unable to generate it for a dealer. Once in the dealer record you don't see the catalog available to assign. Why?
They have not made the catalog 'active' yet. Direct the user to toggle on the 'Catalog Active' under Catalog Set Up.
A distributor is paying for Trane and American Standard at this time. Can they add these two Honeywell Thermostats, THX1200B6/U & THX1200W6, to their catalogs? If so; how much is the additional cost?
For third party IAQ brands, like Honeywell, we do not charge for an additional brand. We're happy to add those in!
A Daikin admin user is requesting a new Light Commercial catalog to be added into their application. Do we support this? If so; how would you find out if they are currently paying for Light Commercial?
Yes! Check the Catalog Team Status Update sheet on either the 'Onboarding Statuses' or 'PBD Distributor List'. We plan on moving this into HubSpot as well.
A TM with sales access has written in saying that they accidentally added in a dealer twice. They are asking you to remove the repeated record; what do you do?
We're happy to assist here, but we will need to loop in an admin user to approve the removal/change.
What would be the proper procedure for a request to make the catalog in a 'landscape' format? Can the customer do this themselves or do we need to complete this for them?
Currently we do not offer the option to put Catalogs into a 'landscape' format so we would thank them for the feedback and complete a feature request form. As we don't currently offer this feature; nobody can do this. :)
API/ERP connected distributors have the pricing for their dealer generated when? How does API/ERP pricing flow into a PB+ or PB Core connected dealer?
Pricing is pulled at time of catalog generation. For pricing to flow into our PB+ or PB Core environments; a pricelist must be generated.
You receive this support ticket;
"We pay for Trane, American Standard, Mitsubishi, Rheem, and Ruud Unitary offerings. Could we please get these Ruud models, RD16AZ, FPHMR, FAHMW, FAHSW, and UHC-TST550CMMS displayed in our Ruud Catalog?"
Guide this admin customer through displaying them in their catalog.
1. Access Catalog Setup & select 'Ruud Catalog'
2. Navigate to 'Models' tab
3. Select appropriate equipment type for model family
4. Search for model family & 'View Model Numbers'
5. Select all desired models to 'Displayed'
6. Repeat with all desired model families
When coming across a potential 'bug'; name three ways you could troubleshoot to confirm. At what point can you submit a bug report?
- Try in a different application/environment
- Try in a different browser
- Have another person test the same process
- Check that everything is set to work as expected
- Check UAT/Staging to see if the same issue is occurring
You can submit a bug report after a different coworker has confirmed the same issue as you. You should be completing initial troubleshooting before involving another person.
You receive a request to have the model 'GXV6SS3610A2' added into our database. Searching the web, you see that the 'GXV6SS' is a Goodman Condenser Line. How might you search for this within our database? Search it now. Do we have this model?
1. Use the Model Number Search under 'Equipment > Model List'.
2. In the same place, use the brand field to select Goodman. Search through the Condensers to find the 'GXV6SS' model family and examine the models found within.
Yes! Although our database has it as 'GXV6SS3610A*' (wildcarded)
A customer has reported that their 2026 Rheem catalog is not generating for one of their dealers. They seem frantic and mention that they are on a time crunch and need this now. What specifically would be your next step?
Confirm the dealer that the customer is trying to work in & attempt to generate the 2026 Rheem catalog.