1

• Support will receive an Email coming from any of the following Compliance Team Members

2

• Is the request coming from any of the members in list?

IF YES:

Go tostep 4

IF NOT:

Go tostep 3

3

• If the Blocking request is NOT coming from any of the parties in list:

4

• Confirm the following information was provided on the compliance Email received:

• Log in Engine as the Organization provided

• Head to “Organization Settings” and select the “Users” tab

• Then; Seach user by either

  • First Name

  • Last Name or

  • Email

• Select the desired user and click on “Block”

• A “Block User” window should come up

• Select “Other” (Unless otherwise specified in the request)

• Add in “Notes” the Email Interaction ID number

• Once the user is blocked; the Status will show “Inactive” and a note should appear

5

• Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been blocked”

1

• Support will receive an Email coming from any of the following Compliance Team Members

2

• Is the request coming from any of the members in list?

IF YES:

Go tostep 4

IF NOT:

Go to step 3

3

• If the Blocking request is NOT coming from any of the parties in list:

4

• Confirm the following information was provided on the compliance Email received:

5

• A “Block User” window should come up

• Select “Other” (Unless otherwise specified in the request)

• Add in “Notes” the Email Interaction ID number

6

• Head to “Organization Settings” and select the “Users” tab

• Then; Seach user by either

  • First Name

  • Last Name or

  • Email

7

• Click “Unblok”

8

• Click on “Edit” and Check the “Inactive checkbox

• It will show “Active” right after the click

• Then; Save

9

• Now the user is active on the platform

10

• Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been Un-blocked”

1

• Please remember that we will only proceed with blocking or unblocking a user if the request comes from compliance.

2

• If the request is not coming from any of the parties in list and is submitted through a Non-Email channel (phone or chat).

• Agent must gather the following information from both (Requestor and User that needs to be block/Unblock:

  • First and Last Name

  • Email

  • Organization

3

• Create a Case in SalesForce

• Add all the detailed information in the case feed

4

• Create a Case assignment to Compliance

5

• If Compliance Approves:

• Proceed with the applicable process

  • Blocking Engine Users

  • Un-Blocking Engine Users

6

• If Compliance Rejects

• Reply to the customer the following: “Thank you for reaching out to us and for your request. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

  Thank you for your understanding.

  Best regards,

• Then; Close the Case and Stop