The Wizard of Pre-Sales
Gone with the Account Review
2001: A Sales Odyssey
A Streetcar Named Services
It’s a wonderful Escalation
100
This request type allows you engage technical support for technical questions on an active Opportunity.
What is a Pre-Sales Technical Request?
100
What team is excited and ready to help you understand customer trends and concerns?
What is Customer Support?
100
This is how new customers get their initial login codes.
What are Welcome Letters?
100
You can always contact this person for assistance scheduling services.
Who is your Resource Coordinator?
100
This email address can be used to escalate a customer issue to Customer Support.
What is Customer.Escalation@edmentum.com
200
A request should be submitted when these types ofuestions are being asked by customers.
What are technical questions?
200
This related list lets you see a case history on the Account page.
What is the Cases related list?
200
This email address can be used for order problems or PO questions.
What is Orders@edmentum.com?
200
This person can help you create an implementation plan for your customer.
Who is your Regional Service Director?
200
This team handles escalations from Tier I and Sales.
Who is Tier II?
300
The request should always be related and attached to this record in the customer’s account.
What is an Opportunity?
300
You can review these records to understand the type of issues your active customers are having.
What are Cases?
300
This process is used to get $0 approval for product add-ons.
What is DOA (Delegation of Authority)?
300
Customers have access to this resource to receive live or on-demand training.
What are Virtual Workshops?
300
This document contains a summary of the Escalation Process
What is the CS Escalation Process QRC?
400
These types of deals should always involve technical consultation.
What are large or strategic deals?
400
You can find every way to contact Customer Support on this page.
What is Edmentum.com/support?
400
This contact method is how Customer Support communicates with a Sales Rep through SFDC.
What is a Sales Task?
400
This document contains a summary of a service session.
What is a PSS (Professional Services Summary)?
400
This email address is good to use if you have a severely at risk renewal and is for internal use only.
What is supportmanagers@edmentum.com?
500
This type of integration allows Plato customers to automate user management AND get progress data.
What is API (Application Programming Interface)?
500
This case related list will let you see what Customer Support did to help resolve an issue/question or find up-sell opportunities.
What are Case Comments?
500
This is a request that cannot be handled by Customer Support due to the terms of the Lapse Fee.
What is reactivation of an expired account?
500
This report in SFDC can assist you in managing services for your territory.
What is Expiring Sessions, Unscheduled Sessions, or Scheduled Sessions reports?
500
This type of request should include the account name, existing support case number, contact information and description.
What is any email you send to customer.escalation@edmentum.com or supportmanagers@edmentum.com
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