Solutions Inbox FAQ and Tips

We want to avoid any backlash for not complying with CAN-SPAM policy. They usually respond to an email that was sent to them directly, so you can just scroll to the bottom of the email and hit Unsubscribe for them because the link will be cookied to their email address. This should take you to the Preferences Center, where you can then click “OPT OUT FROM ALL EMAIL COMMUNICATIONS”.

If that is not possible for some reason (e.g., they sent this as a new email, and there’s no original email they are responding to), search for their record in SFDC and scroll to the “Additional Details” section, check the box for “B2B Do Not Email” and click Save. This will sync back to Pardot and mark them as Do Not Email.

This is a demo request—forward directly to Lead Ops (Meaghan and Jasmine) so they can route appropriately.
 

My first thought would likely be to send it to the account manager and see if it’s something they will handle or if we need to send it somewhere else.
  

If it’s SAAS (B2B) product (RLMS), forward that email to supportticket@relias.com  

If it’s a Marketplace (B2C) product (Nurse/Academy/Media/Woundcare), forward to marketplacesupport@relias.com -- you don’t always be able to tell the product, but as long as we at least forward to support they can get it to the right person. 

First, encourage them to fill out a form on any asset; even better if you can identify their vertical from their email signature or look up their email/account to see if they’re in SFDC:  

Response: “Thank you for your interest in our resources. The quickest way to be added to our email system would be to submit one of our forms. If you fill out your information on any of our assets, (internal note: you can use the resource link by default, but even better if you can link to their specific industry instead, e.g., https://www.relias.com/resource?_resource_industry=behavioral-health ) you should begin to receive emails from us within the week. We can also submit a request to add you to our system, but it will take longer than just filling out a form where you'll enter the system immediately!”

If the user doesn’t want to fill out a form, you can add them manually to Pardot. Navigate to Prospects > Add Prospect and fill out a new prospect profile. Ask the user for the basics., like first/last name, email address, company, and job title at a minimum.

Depending on what they’re saying/asking, the first thing to do is reach out to your DG/CM/PM manager to see where we might want to route this. You can also ask Chrissey or Jenna, and they might have some insight, too.