Licensing Basics
Organizations work with what type of internal employee to place an order?
Account Managers
When gathering information, what question can we ask related to the who?
Who is experiencing the issue?
Who else is reporting the issue?
Is this the only user experiencing the issue?
If a license is already active, what could be a reason why a customer cannot access it?
Unsure how to login
Registered at the wrong account
The product needs to be added
What is the preferred system to verify if a license is active or expired?
SALT
In what system does Digital PO live?
Salesforce
Customer Service usually uses this tool to enter orders.
SAP
When gathering information, what question can we ask related to what?
What product are they working with?
What version?
What platform?
What would be the next step in resolving an issue if there is no order and a license is needed?
Account Manager will need to enter a new order/FWO
If a product is active but not on the customer's Realize account, what is one of the first steps to resolve the issue?
Walk customer through on how to add the program.
What button do you click on in Salesforce to view the Digital PO?
Digital PO Information
Our System automation will look at this number on an order to provision licenses.
Ship To Account Number
When gathering information, what question relates to the where?
Where was the license purchased?
Where was it provisioned?
Where was it supposed to be provisioned?
If an order was placed correctly but the license went to the wrong Org, what could be the cause?
SAP ID mismatch
In what system can you enter an SAP ID into to view the org info connected to that ID?
SALT
What does the Ship-To Customer column signify in Digital PO?
Where the physical items were sent/Where the licenses will provision.
What is one of the two most common causes of licensing issues?
Order Issue
Licensing System Issue
Provide one method on how customers can place an order for a license.
Account Manager
Savvas.com
Oasis
Depository
What chat room can agents submit requests to update an orgs address?
Org and SAP update request
What is a possible cause of a System issue related to Licensing?
License was canceled incorrectly.
End Date does not match
License is not active but order is correct
License extension showing expired
What does an order highlighted in yellow signify in Digital PO?
Order on Hold
If an order is placed in March, what date would the license expiration be set to?
July 31
When gathering information, what question relates to the when?
When was the license purchased?
When is the license expiring?
How long was the license supposed to last?
How long was the license provisioned for?
If an order was placed at the wrong location, what is something we can submit to resolve the issue?
License Move
If an org is integrated, what is a possible cause that the license did not go to the correct org?
License went to Basic org instead.
What does the Product Type column signify in Digital PO?
Type of Product:
Digital License
Bundle