Sales Acknowledgement
When is sales ack needed for Startup, Enterprise and Select accounts?
Always
Is Cloud Offline Buyer a product?
No, it is a billable service
Process eligible for partners/resellers?
No
Where to locate the sales POC?
1. Cartograph
2. Kerrigan
3. Ask OMPF through Vector ticket
2 type of warnings
Manual and Automatic (Dunning)
SMB/Corporate segment, GCP/Maps product, sales ack needed?
No, but minimum 1 warning communication is required
If there is no direct product name, what can agents check on the invoice to confirm end product?
SKU name
Name unsuspendable end products
Apigee, Mandiant Consulting, PSO
What if OMPF cannot locate an AM/FSR in their system?
Proceed with the suspension request and provide a screenshot and OMPF vector ticket number confirming there is no AM/FSR.
T/F: Accounts with no verified contacts will not receive automated warnings
True
SMB/Corporate segment, all other products, sales ack needed?
Yes
SO number and Order number location
Invoice 2nd page
Invoicing will stop generating once an account is suspended
No, customers are paying for resources that are being saved for them (stored files, data, computer memory) and invoicing continues
An account with an unresponsive AM cannot be suspended
No, we can escalate to AM Manager and if the manager is unresponsive the account can be submitted for suspension
When should Collections notify the customer of impending suspension?
Within the month of suspension
If segment is unknown is sales ack needed?
Yes
T/F: The end product will determine the respective AM to contact
True
Is Mandiant SaaS suspendable?
Yes, however Mandiant Consulting is NOT suspendable
Which field should AM Manager be in escalation email for sales acknowledgement?
To: field
Can the automated warnings in Collections Tool be used as confirmation of customer notification?
Yes per process, but will likely be rejected due to lack of account identifiers. It's better to use the manual warnings sent.
Only need to include the last screenshot from AM if AM says they are working with the customer
No, all screenshots need to be included to show the Collections full efforts in obtaining ack
What is the account identifier number to include in order form for suspension?
SO number on the invoice
When can you suspend a Critical account?
After suspension strategy has been adjusted from Soft to Extended
If it is found that the agent contacts the wrong AM, who is will take over contacting the correct AM?
OMPF, but suspension may will be delayed up to 2 weeks
T/F: Warnings from previous month are accepted
False