Products: Somethings new, something old, something blue
A customer has an updated company logo and wants to swap image files for their current logo archive. Is there a fee to do so, and what instruction do you give the client to make it happen?
No fee for archived image swaps! (As long as it’s not excessive, or the account isn't doing it too often to avoid buying new logos). Have the client email the file image and instructions to the appropriate xxhubs@cision.com directly.
You’re processing a reactivation for a PRN account that still is assigned to an active account rep. How do you handle the account rep assignment?
When you are reactivating an account and the current PRN Account Owner is a real person who still works here, KEEP the account in that person’s name. We never want to reassign reactivations unless it’s unmanaged like CRA or NBD Oracle.
Where should you direct content-only escalations?
GOsups or AQsups – not CSM. Only send escalations that involve content review to CSM if it’s a red flag on the NMF verification checklist.
A customer calls us asking for help with ProfNet. They seem to be having issues logging in, and also ask how to ‘send a query’ through the platform. How do you Proceed?
Offer to send an email to ProfnetSupport@cision.com for the customer and include the customer’s contact info, since that team operates out of an inbox. (It’s ok to provide their email address publicly as well.) Let the customer know a ProfNet Support rep should reach out within a few hours as long as the support request is received between 7am-7pm CT. If the request is received late in the day, the customer should expect to hear from ProfNet Support by midday, the next day.
Where in SFDC can you see if a survey was submitted by the customer?
Go to the related Case, scroll down to section called “Surveys Taken.”
Explain the protocol for this situation: A new customer fills out an NMF, and then calls us directly to confirm details. The lead hasn't been worked on yet, but is assigned to an iNBD. How do you proceed?
Don't just take verbal off the bat.
1. First, look up the iNBD in Skype to see if they're available or not. If they're here, ping them to see how soon they could take the call.
2. If the iNBD is not logged into Skype/isn't available, call the iNBD hotline to transfer the call.
3. If you attempted to transfer to the iNBD Hotline, the iNBDs are not available, and it is not urgent, send an email to iNBDLeads@cision.com letting the team know the client called. Tell the client a rep will follow up as soon as the team is available again. (It may be the following morning.)
4. If you attempted to transfer to the iNBD Hotline, the iNBDs are not available, and it is URGENT, go ahead and take verbal, and set up the account. (Pitching opportunity!)
We learned Government Influencer lists are actually made up of fax contacts, not email contacts. Currently, what does that mean for Visibility Reports when a customer uses them?
(Per Carrie Kaiden) Because these lists are essentially just a list of names and fax numbers, that info wouldn’t be able to be shared publicly in a VR. And because these lists are fairly new to the product offerings, we haven’t worked out all the parameters yet. But there isn’t a final decision on whether or not a list like this will be added to the VR platform. There are far more regulations to a Government related list and the additional layer of it being exclusively fax have presented some new challenges for reporting. At least for the near future, we can only offer manual PDFs for Government lists, per request
What is the only account setup that we do not put in the membership file?
Account updates – everything else, aka revers slash accounts, reverse slash accounts, sub account, reactivations and net new accounts go into the membership file. (If it generates a global customer ID or a new membership fee, in the file it goes.)
A customer contacts us to cancel their account. You see it's currently un-managed (assigned to NBD Oracle in SFDC) and their Prior YTD spend is pretty high - $17,500 How do you proceed?
Do not assume the account can be made inactive just because it isn't being managed. It doesn't hurt for you to review the activities to get a grasp on any sales interaction with the account. Email CSM this info. CSM will review and either confirm we'll make it inactive if we see evidence of it being a known loss, or reach out to sales to try and revive.
Name the team who manages content on our website (specifically how releases post to our own website) and RSS feeds, and how do you get a hold of them?
Online Content To connect with them: Send a Zendesk ticket if you’re escalating an issue with a press release posting on our website. Type “prnewswire.com” in the subject line. If you have a question or issues outside of press releases posting to the site correctly, you can email the group, OnlineContent@cision.com.
When an account manager emails PRNCS and asks to change the account manager on an account what do you do?
Direct them to send that request to CSM – never do it yourself. FYI, the rule is: if there is NO spend on the account yet, CSM can update the account owner in SFDC directly. If there is spend on the account already, the sales rep has to request the change on their end, via Sale’s transfer file.
Name as many states as possible that are included in our new Top Cannabis Markets newsline. (But if you name an incorrect state, you lose the question.)
Alaska, California, Colorado, Maine, Massachusetts, Michigan, Nevada, Oregon, Vermont, Washington, Washington D.C. [one sheet = https://bit.ly/2kg16vX]
What is the general rule of thumb about a verbal confirmation call or “HOLD” email confirmation when handling an Account Update?
Account updates DO NOT require verbal confirmation unless you deem it necessary. If the salesperson has provided you with everything you need, you do not need to speak to the customer. (A reminder there’s a current, very helpful SOP guide for all-things-account-updates in SharePoint: https://bit.ly/2kB01Pi)
When a customer is threatening legal action against PRN via a call or email through CCS, what actions should you take?
Tell them to put their request in writing and email helpdesk/prncs, then escalate to CSM. Glenn mostly manages those directly, and will go to Legal himself if he needs further help.
Name the team who manages our actual distribution feeds (not the products, but the technology we use to deliver press releases to our media points). And how do you get a hold of them?
Data Feed Support, and DataFeedSupport@cision [dot] com
For all accounts that were integrated in [what year] a newer, account and user info should sync automatically to the OMC.
2012
What are the three new election newslines that cater to the 2020 Election news cycle?
1. Battleground Newsline (bill code: USE)
2. Blue Newsline (BSC)
3. Red Newsline (RSE) [one sheet = https://bit.ly/2lvs172]
You’re processing an NMF that came over from an NBD (enterprise new biz). They aren’t certain yet which enterprise account rep this account should be assigned to, which isn’t actually an error. If that’s the case, who is the placeholder we assign to in SFDC and do we include their contact info in the welcome email?
Jenni Rumer, and no; send a “generic welcome email."
A non-customer contacts us because they want a release taken down or have an issue with something written in a release. You see that the release went out through a re-seller account. what actions should we take?
We would reach out to the re-seller ourselves, and act as a middle man. We can’t give the person asking any info about the account that sent out the release or is being billed for the release. We treat re-sellers just like our agency or regular clients, so we wouldn’t disclose to the non-customer that the release went out through a re-seller account either. Along with that, we should not have the non-customer reach out to the re-seller themselves.
The Rooms team handles our Media Rooms and IR Rooms. List who we contact when a customer needs to make a change to a press release that has posted to their room, and give an example when we’d contact the Rooms team directly.
MultiMedia Desk handles changes to press releases posted in a customer’s media room or IR room; contact Rooms Team directly when a customer needs to change something about the design of their room or is reporting an actual tech issue with the room.
In June there was a Trendkite Access button/link added to the UMT for all users when you click into their registration profile. DO NOT CLICK THIS LINK. What happens if you do?
Clicking this link marks the user as a TrendKite user and all of the emails that are sent to them will include a link to the new platform login instead of OMC. This of course will cause a problem if they haven’t actually been set up yet for the platform.
Placed Media Activation product:
a. What is it and how many press release “views” does the product cover?
b. Cost:
c. And what must the press release have in order to use the product?
a. 500 targeted views to the customer's release on PRNewswire.com. Display ads will drive traffic back to the release on prnewswire.com.
b. $400
c. The press release distribution must include a new image—not an archived logo or video. [Sharepoint = https://n0151c.sharepoint.com/sites/Products/reference/Pages/Boost.aspx]"
Describe and interpret where you currently look in SFDC to see the Cision account status vs. the PRN account status.
Cision account status is listed in the “Customer Account Information” area, there’s a field simply named “Type” on the left side of the layout. If “Customer” is listed the account is a ‘current, active Cision account.’ (“Prospect” = they are in the process of becoming a Cision client. “Lapsed Customer” = they are inactive on the Cision side.”) PRN account status is listed in the “Distribution Account Details” area, there’s a field simply named “Status” on the right side of the layout. PRN status will be listed as either “Active” or “Inactive.”
You grab an email in the CRA from a sales rep, who explains they are traveling to a bunch of meetings today. They're asking CCS Support to check if one of their clients has a login to the OMC and to set one up if they don't. How do you proceed?
Push back! I repeat, push back! In a professional manner, of course. Let the sales rep know CCS Support doesn't Support sales, and to go to SalesStratgey directly. (Do not forward the request to SalesStrategy from PRNCS.) If you're uncomfortable with pushing back yourself, or get push back to your push back - let a manager know.
A client asks if we send to this one specific media outlet in [blank] newsline. Rather than research the distribution pdf, what team can you reach out to?
DistributionProducts (specifically, Alexa Hoffman). Alexa can usually also tell you if we send to that media points via the satellite feed (aka a wire distro point), through an online widgit (aka an online media point), or if the media outlet has journalists in the PRNJ network.
Based on the FAQ for CCS Surveys Carrie shared in an email with all of us, name at least two types of Cases that will not generate a customer survey?
If Case Reason = COP Outreach, Survey = NO
If Case Origin = Chat, Survey = NO
If Case Origin = Internal, Survey = NO
If Case Origin = NMF Form Setup, Survey = NO
If Case Reason = CCS Support, Survey = NO for the following: New Member Setup Support for Sales SEOCertified