SMS TROUBLESHOOTING
What code will the cust use to complete opt in process for AWN?
YES
Modified T or F. We can transfer the cust to PS if they are missing a subscription for their bundle.
F. Do change eligible publications.
What email list code will you add to decrease the marketing material for the cust?
NOPROMO
Name 4 subs status that would affect access to the website.
billing suspend, undeliverable and indefinite suspension, cancelled
What pub is associated with the report The “Bloody Wednesday” Survival Guide?
AWN
Modified T or F. Member should reply with the code JIM to sign up for sms text alerts for The Situation Report.
F. CROSS.
What is the correct action if sub status is Suspended Postal after updating the physical and email address on the acct?
Perform MOD RES.
Where would you navigate in ADV to stop all the marketing emails for the cust?
Free e-letters
What is the first step if cust cant login to the web and you verified that subs is active and cust has correct email and web login on file?
Direct cust to Forgot password section of the website.
Modified T or F. Member needs to purchase UNC to have access to the special report Goldbacks: An Alternative Currency To The U.S. Dollar.
F. AWN.
What keyword can the cust use to opt out for sms text alerts for ALN?
BYE
What is the easiest way to identify folded pubs?
The easiest way to identify a fold is to use the PROMO CODE. Fold promotion codes generally begin with a "V" and has the word fold or FLD in it.
What is the timeframe for mailed subscription to be rerouted to new address after updating it?
Mailed subscription issues reroute in 2-3 weeks
What is your next step if you tried to guide the cust to forgot password section and they still can't log in to the website.
Send reset password link using the web portal.
What info is required to search an acct (order or charge) using the credit card info?
card type, last 4 digits of card, card exp date
True or False. Ambassadors can login to the website and sign up for text alerts in behalf of the cust.
False.
What is the fix if cust can't log in to the website because the pub is in billing suspend?
Payoff the sub in billing suspend
What info is required to add a new cust in ADV?
Full name, full address, email, phone number
Where would you reset the website password in ADV?
Cust Activity > Website login tab
What is the whitelisting email address if cust is not receiving newsletters for TAC and you verified that subs is active, email is correct and valid?
info@mp.paradigmpressgroup.com
What info should be included in the task notes for SMS troubleshooting?
Customer’s phone number, mobile number and issue/troubleshooting attempted so that Tier 2 can reach out if needed
Name 3 things that should be done for deceased cust?
Change the name on the account to start with Estate of. Ex: John Q Public would become Estate of John Q Public
Change the Promote Customer to N (for No)
Change the Free E-letters to Inactive (I)
Where can you change the email address of the cust?
Cust Search
Cust Act > Email Add tab
Cust Act > Website logins tab
Free e-letters
What is the last step if you tried forgot password option and reset password link using web portal was not successful?
Reset the password to the customer's zip code in Advantage. This can take up to 30 minutes to take effect and customer may need to clear cache/cookies on their web browser.
Name 3 uses of Flying Cloud.