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  • Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step

    • Use a canned email templates depending upon the need - use the SS field “Canned Responses” to select the appropriate one, or craft your own if the situation calls for it

    • Once all information has been gathered, or issues cleared up - proceed to the next step

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  1. The customer does not want to test the document on Onboard, so CS publishes it on Engine.

    1. Jira will automatically communicate to the customer that their request has been fulfilled.

    2. If you don't hear back from the customer within 24 hours, close the ticket.

  2. If the customer would like to test the document on Onboard before it goes live on Engine, the CS ticket will be placed in "On Hold" status when it is ready to be tested.

    1. Support sends the customer the canned response email template Onboard: Doc ready to test - first email  Email Templates for Common Requests

      1. The customer should confirm within 3 days that the document is ready for production.

        1. If they confirm it is ready, convey the comment in the internal notes of the CS ticket and move the workflow status to “ToDo”

        2. If they respond that there's an error or they have additional edits, convey these comments to the CS team on the CS ticket, internal comments, place the ticket back in "ToDo" status. Repeat steps until the customer confirms the document looks good. 

      2. If they don't respond in 3 days, send them nudge using using the canned response template Onboard: Doc ready to test - second email

        1. After one more day, comment on the CS ticket that they should put the document onto Engine. CS publishes it on Engine - (Follow the steps in part 1).

      3. On Mondays, for all customers with an outstanding Onboarding task, send the canned response email template called Onboard Reset - Release tonight

        1. Releases are now done weekly and Onboard gets reset Monday nights. Their document would become unavailable for review.

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