Visibility Reports
Billing/eDocs
NMF/Account Updates/Reactivations
SSO
IRIS for Support
Potpourri
Final Jeopardy
100
A client calls to point out that they’ve noticed a decrease in the number of Exact Match links in their Visibility Reports, as well as some broken links. How can you explain what caused this?
Both are due the fact that one of our syndication partners that operates a large network of U.S. local broadcast media websites (radio and TV stations) has experienced a drop in the number of sites they operate.
Reports generated after Dec. 5, 2018 should not have the broken-links issue, but it's possible that reports generated prior to Dec. 5, 2018 may contain a few broken links. The broken links were happening because our partner did not notify us that they had lost several sites, so we were unaware that we needed to remove the sites from our system. All of the impacted sites have now been removed from our system.
100
If an account wants to receive invoices via email, where are the TWO required places you have to profile that in SFDC?
At the contact level, and the account level (“Additional Information” section)
100
You pick up an NMF request from a sales rep, and the template is blank where the account manager assignment should be spelled out. How do you figure out how to assign?
If there’s no name, assign an NMR.
100
True or False: We now have a way to ghost into C3 to see the platform how clients see it?
True
100
You get a call from a client who wants to see a list of all releases and distributions they have used for the last five years. What do you do?
CCS Support can actually handle this task when we get it from the client. Pull a report from the awesome IRIS report tool which dates back to 2012.
100
What types of account setups do we add to the membership file?
Reactivations and Net new accounts. DO NOT add account updates.
100
You're handling an NMF setup start-to-finish, and you find an old PRN account that hasn't had any legitimate spend on it since 2016. You also see a current Cision account. What is our current stance on choosing which account to integrate for a new PRN membership?
Integrate the Cision account.
We actually want to use the same account for both Cision and PR Newswire **when we can.** As long as that Cision account doesn't have any PRWeb spend it, we can integrate it to add PRN Membership to it. (And make the old, dead PRN account inactive.) Sure, that customer will be given a new Global Customer ID #, but it actually makes it easier down the road for customers to use C3.
200
Where can you find ALL updates, rollouts, known issues, and talking points for our Visibility Reports?
The VR Index in Sharepoint. The VR team is ON TOP OF IT, and maintains their Index page with current and super helpful info. We are not using this resource enough. https://n0151c.sharepoint.com/sites/Products/reference/Wiki/visibilityreportsindex.aspx
200
A client says they can’t view invoices when logged into the OMC. Which email address do you use to escalate?
The window that opens when a user clicks on “View Invoices” is controlled completely by Oracle, so they’ll be the best ones to address any error messages. Escalate to Oracle via OraFin_Support@cision.com (there’s an underscore between “Fin” and “Support).
200
When reviewing an NMF lead, which specific field should you look at to see how the client filled out the Company Name verbatim?
“Contact Company” field
200
True or False: We still provide (complimentary!) PR Newswire Visibility Reports for C3 customers?
True. PRN VRs are one of the four “sub tabs” that dropdown when you click on “Distribute” in C3.
200
A client gives you the OMC reference number to look up an order in IRIS. What part of IRIS do you set your filters for?
(The Enquiry)
200
When can we change the account owner on an account?
We can only change the owner on new and reactivated accounts. NEVER change the PRN Owner on an account update.
300
Where in our VRs can you now see Associated Press Wire distro and Influencer List distro points listed?
Audience tab. A reminder that this should be explained as “reach data” not “pickup data.”
300
You just took a credit card payment over the phone, and the client says they want to profile that same credit card as CCA moving forward. You see Oracle has captured the credit card info from that payment. Do you still need to re-enter credit card info?
Yes. (Click “Create Credit Card Account” + “Account name” has to match how account name is spelled in SFDC, NOT the name on the credit card.) SEE PICTURE 
300
"List three ways you can determine if a PC that got pushed to our inbox is legit or not.
1. Who is listed as the approver - if it’s “n/a”, a person who doesn’t work here anymore, a person who isn’t even here today, or someone like Mary Johnson who is doing PRWeb setups, that’s a clue.
2. Look at the Account History or integration details on the account, and see who pushed to integrate. If it’s an SFDC person (Kevin McCracken, Armani Douglas) or an AcctMaintenace person (Alberto Vazquez, Gerardo Perez, James Jackson), then likely not related to an actual account setup.
3. Is there a date in PC? This is why we should date our PCs! Include the month, day AND YEAR.
4. The actual notes in the PC – look for a disregard notice. ) "
300
Where in SFDC do you look to confirm if a SKU have been provisioned for SSO?
2 locations:
1. Find the correct Opportunity, scroll down to products. You should see a line item for "PRODUCT: Cision Comms Cloud - PRN Integration with Single Sign On; PRODUCT CODE: P-CIS-C3PRNSSO";
2. You can also look under Quotes, If there is a $0 Quote, that may be the SSO SKU, so look at that one first. If there is no $0 SKU, it’s probably built into the C3 quote. You may have to click into a couple of Quotes to find it. Once you click into the Quote, scroll down to the “Quote Lines” section.)
300
Where in IRIS can you look to see the both the products AND billcodes used on an order?
The Task, scroll down to distribution, aka, scroll down to where you see products box
300
How do you edit an opp that's already been closed?
1. Change the Sales Stage from Closed Won back to Identify and save.
2. Make any updates to products or description, etc. and save.
3. Flip Sales Stage back to Closed Won.
4. Double check that the ""Close Date"" updated to something current - i.e. so it will pulled in Carrie's report for that month.)"
400
When a client searches for their release on a specific news site they saw on the VR report, but can't find it, what do you tell them?
1. For media websites, the star of the show is their own original content.
2. Volume of Content vs. Server Load & Resources
3. Most websites that post our content post only a certain number of headlines at any given time. Info scrolls off quickly.)
400
A client wants to cancel their account. They haven’t used us for services in a couple years, and Oracle shows no open invoices. But they’re on Credit Hold. What’s your next move?
Reach out to credit.
There’s a good chance they’ve been sent to collections, which will clear their balance in our billing system because they now owe it to the Collections company. Credit will keep an account open on our end until that debt is resolved with Collections.
400
You’re processing a custom NMF (Fishman PR, Jaymie Scotto & Associates) and they forgot to fill out the CIT. What is the best way to handle?
We should NOT be adding editorial notes to ask on first release. If something is missing on a custom form, email the contact who sent it and ask for that missing information.
400
Can SSO be used for a company who uses both PRWeb and PRN? Explain why or why not.
No.
Customers actively using both PRN and PR Web cannot be offered SSO for the PRN. Since only one distribution connection can be established in C3, it must be for PRWeb since there is no alternative upload portal. For PRN, they will have to use the OMC.
400
A client calls wanting to know the final cost of press release, but the invoice hasn't generated yet. Where do you look to see this?
The Order Part Pricing section, aka, look for the purple text. This is actually available in IRIS once the release has been processed.
400
You are doing a credit memo to make an account inactive. The account is assigned to Cory Montoya. What do you choose in the service location dropdown?
ISR C - Not CCS Managers
500
Where in the VR can clients find AP and influencer lists reach info?
Audience Tab
500
You’re handling an issue where an account was billed for and profiled for multiple memberships. Aside from doing a credit memo to make sure the extraneous charges get voided, who do you email to remove the duplicate membership profiling's?
James Jackson
500
A direct bill/slash account just broke up with their agency, and want to use their PRN newswire account on their own, or swap for a different agency. Do they need to fill out an NMF?
No.
The company who originally signed our T&Cs isn’t actually changing. We should treat these similar to authorization request – the company contact who is authorized on the account should email us to remove agency contacts and agency name from the account. They’re also going to lose any profiled agency discounts, so we may need to email ContractAdmin.
However, Sales people are so conditioned to have their accounts fill out an NMF for changes, it’s very possible they’ll counsel their account to do so just to drop the agency connection. If you’re handling an NMF request for this just roll with it. Since the account filled out an NMF, we don’t need to make them also email us confirming the changes. Do a basic confirmation call to confirm what the changes are.
500
The SKU for SSO with PRN is present in SFDC on a quote for the account, but the quote's status isn't at "Approved" yet. What do you do?
If the SKU is present but not yet approved, tell the salesperson we can’t connect the SSO until that SKU is provisioned. Once it’s approved, they’ll need to submit the request to psprojects@cision.com. In the meantime, set up the client for the OMC and send a welcome email as usual.
500
How do you filter in IRIS to see either WestOps or EastOps' current inbox?
Enquires + Open; Operating Bureau = WestOps/DCOps or EastOps; click "Show One Day Only"
500
How many handles are included in the Social Post product?
Two