Membership
The client is saying they filled out a NMF but you can't find it in SFDC. Where should you look next?
PRN OMF Storage inbox
| A client is trying to enable SMS in OKTA and the client is located in Canada. What country code should they use? |
1
| Client calls and is upset about being charged an overage - what should you do? |
Waive it
| Client calls and is upset they can't get into the OMC. What's the first thing you should do? |
Empathize
| Which Multicurtal Newsline has it's own social post? |
Hispanic Newsline's
| How would you enter New Mexico as a state in SFDC? |
NM
| The client is saying they filled out the NMF but you can't find it in SFDC or PRN OMF Storage, what question should you ask the client to see what could have happened to the NMF? |
Ask what the address was on the NMF - if was international it was probably routed to another country.
| List the character specifications when a client is setting up a new password and security question in OKTA? |
Password no special characters, cannot include any part of your email address/username. Security question requires an answer of at least five characters or longer.
***This is changing later this year!
| Can you accept an account cancellation over the phone? |
YES
| What the three things you should be doing at the top of every call with clients? |
Client's name, Account identifier, repeat the question back
| Can you use African American influencer lists with other domestic newlines? |
YES
| When would you escalate to CCSManagers when assisting a client whose account manager is a NBD Oracle? |
If you cannot provide the general customer service yourself.
| A sales rep sends you the NMF template and there is an issue with the instructions - the client didn't fill out the actual NMF but a different lead form. It's Friday, the release needs to go out Monday, what do you do? |
Push back to the sales rep.
| How can you tell if a client has been migrated to Okta? |
At the account level in the UMT look at the column called "Account OKTA Status"
| How much in credits/discounts do you have the autonomy to waive on your own? |
$600
| What are two items on the Always List and Two items on the Never List? |
Always Listen, Empathize, Smile, Take ownership, Focus on what we can do.
Never - Say no without a solution, assume, show frustration on the floor, interrupt the client, make excuses.
| What are the four multicultural newlines? |
Hispanic,
African American,
North American Chinese
Native American/First Nations
| Who do you contact when a client needs help with ProfNet? Bonus - what are their hours? |
profnetsupport@cision.com
8-8ET
| A Sales rep asks you to set up a new PRN account with SSO but there is no SKU. Who should you escalate to? |
The sales rep - it's their responsibility to get that set up.
| What do we do if a client is trying to login into OKTA using Chrome but they are stuck in a "loop"? |
Help they check to see if cookies are being blocked.
| Does someone need to be authorized to cancel a photo archive renewal? |
No as long as they can provide the account number and invoice number.
| How can you show recognition to a colleague who is doing a great job - Not Caldwell Cash - |
Shout them out on Yammer
| Can you use regular basic photo with a Hispanic Newsline? |
No - you would have to add on Hispanic Basic Photo
| According to Glenn, when are the best times to send releases? |
:15 or :45
| You are setting up a new account but you see a Cision account and an old PRN account - what do you do? |
If the PRN account has not been used in the last couple years, convert the lead to the Cision account. When possible we want to try and consolidate account information as much as possible - even if it means generating a new account number.
| After getting the project completion what do you need to check before you send the Welcome Email? |
That the usernames have generated in the UMT and CIT is set up.
| "What are two things you need to check before you cancel an account? |
1.Last year’s spend (SFDC or oracle) 5K or under
2.Account is NOT on credit hold
3. No outstanding balance besides unused logos/membership fees (submit credit memo for these)
4. Subscription product 5.Is client on current Distribution contract) "
| You just helped a frustrated client get into OKTA - they had some problems with the verification code and their internal firewall. The client as also let you know that they are getting ready to go on leave and their assistant, who is authorized, will be taking over uploading releases and has an important release to upload soon. How can you provide excellent customer service for this account? |
Confirm that the new user has their own login and they are not sharing logins. Offer to help new user get into the OMC and walk them through the verification code process. Give them the email address to whitelist on their end so it does not get caught in firewalls. Also let Account manager know new user is uploading.
| Which of the multicultural newlines also include reach into Canada? |
First Nations and North American Chinese
| If a client requires a blanket PO# on their invoices, where in SFDC can we add that info? |
After the street in the billing address
How much does adding one photo to your text release increase visibility?
92%