The DS DigMS Outreach dashboardcontains reports for the DS/ARI DigMS Operations queue. These reports are separated by service: Facebook, Premium Directory Management, and Reputation Management.
The Goal
Your only goal is to close out/update the Fulfillment Task. You do not need to update statuses for Fulfillment Requests, as these types of objects contain many tasks that are assigned to different queues. The FR number is only there for quick reference to the Fulfillment Request, and it is only to be utilized when you need to send a notification to the account manager or rep regarding this particular request.
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To work on the request, you may click the Fulfillment Task Name, or click the Fulfillment Request Name and scroll down to Fulfillment Tasks, then clicking the DigiMS Ops Team Obtain Facebook Access task.
Step 1
Update the Status by clicking the pencil on the Status line. Change the Status to In Progress, then click SAVE at the bottom.
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Step 2
Now it’s time to log your email and call activities. This step applies to RM and PDM as well for relevant tasks.
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The default priority is normal unless you have been asked to escalate.
An email’s status is Completed once you have sent the email, but a call attempt might have different outcomes. Use the drop-down to select the most representative outcome.
The Category field for Facebook products is always Digital Advertising. You will select SEO Work for Reputation Management and Premium Directory Management products.
Click Save.
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4
You can now record the outcome of your efforts.
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Then give the account manager some details of why you couldn’t obtain access in the Actions Taken field.
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Click Save to update this task.
Step 5
After you have logged the call or email in the task, you will need to go to the Fulfillment Request level and update the Fulfillment Description with the updated outreach attempts. Example:
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Keeping the Fulfillment Description up to date is important for us to see in a list view which clients will need to be escalated to cancel services that we cannot fulfill without the intake info. For PDM and RM outreach, you should try to email the dealer three times, then also call once to reach the dealer. Then after that, they will be escalated to have the CSM reach out to cancel services. Outreach attempts should be completed weekly until we either get information back from the dealer or escalate for cancellation due to non-response.
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6
Sometimes, the client wants to move their budget to Google advertising instead. Other times, they may want to cancel. Either way, you’ll need to let the account manager know. This is where you’ll use the Fulfillment Request’s Chatter to let the account manager (or digital marketing reps, or both) know.
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