Change account owner

When asked to change the account owner to a new person, first verify that the requestor is currently the account owner. [include inline link to instructions]

Verified account owner
  1. Ask for the name of the proposed account owner.
  2. Confirm the proposed account owner is an Admin. [include inline link to instructions].
    • If proposed user is an Admin
      • Update the account owner. [include inline link to instructions].
      • Inform requestor that update was made
      • Ask if caller needs help with anything else
    • If proposed user is not an Admin
      • "Hmmm... it doesn't look like that user is an Admin. I can only select a ScreenSteps Admin user to be the new account owner. Are you able to create a new Admin user account for that individual?"

      • If yes, "Excellent! Can you create an Admin user account with that person's name and then let me know?" 

      • If no, "Do you know anybody on your team who can do that?"
        • If yes, "Great! Can you ask them to create an Admin user account for that person? Once that account is created, let me know and I can assign that person to be the account owner."

        • If no, "Ok. Unfortunately, our policy is that we cannot create an Admin user account on behalf of somebody else. Is there anyone else on your team who has a ScreenSteps user account that can create a new Admin user account? If not, let me bring this up to my team."
          • How to escalate to team lead
Requestor is not verified account owner
  1. "Hi [name], for security reasons, our policy is that the current account owner needs to request a change in ownership. 
  2. Question: Is the current owner available?"
    1. Not sure who the account owner is
      • Your current account owner is [provide only the account owner's first name]
        1. If the requestor knows who the account owner is
          • "Great! Can you ask [account owner] to submit the request? Once I receive that, I'll be able to make that change."
            • The account owner is NOT available Jump below to 3. No, the current owner is not available
        2. If the requestor still does NOT know who the account owner is
          • "OK. For security reasons, we will need for you to confirm the name of the account owner. Is there anybody on your team who might know the name of the account owner?"
            1. Yes––"Great! Can you ask that team member to contact me with any questions?"
            2. No––"OK. Do you know [provide the first name of an Admin on the account]?" How to find Admins in the account
              1. Yes––"Great! Can you ask that team member to contact me with any questions?"
              2. No––"OK. Let me bring this up with a member of my team."
                • Escalate this ticket to your supervisor. How to escalate the ticket.
    2. Yes, the current owner is available
      • "Great! Can you ask that team member to contact me with any questions?"
    3. No, the current owner is not available (Doesn't work there anymore)
      • "OK. Do you or a team member have access to the previous account owner's email?"
        1. Yes––"Great! I'm going to send an email to that email address. Will you respond to the email with a confirmation?"
        2. No––"OK. I'm just going to confirm this request with the other Admins on the account." [include inline link to instructions].
          • Send email to all Admins on the account; copy/paste and personalize this script:

            Hi, there! My name is [your name] and I'm a support rep for ScreenSteps.

            I'm receiving a request from [name of requestor] to change the account owner to [name of proposed account owner]. Typically, we only allow the account owner to make this type of request; however, [Name of requestor] mentioned that [name of current account owner] is not available. So I want to confirm with you that this request is approved since you are one of the Admin on the ScreenSteps account.

            Thanks!

            [Your name]
            ScreenSteps Support
            1. You receive approval
              • Confirm the proposed account owner is an Admin. [include inline link to instructions].
                1. If proposed user is an Admin
                  1. Update the account owner
                  2. Inform caller that update was made
                  3. Ask if caller needs help with anything else
                2. If proposed user is not an Admin
                  • "Hmmm... it doesn't look like that user is an Admin. I can only select a ScreenSteps Admin user to be the new account owner. Are you able to create a new Admin user account for that individual?"
                    1. If yes, "Excellent! Can you create an Admin user account with that person's name and then let me know?" 
                    2. If no, "Do you know anybody on your team who can do that?"
                      1. If yes, "Great! Can you ask them to create an Admin user account for that person? Once that account is created, let me know and I can assign that person to be the account owner."
                      2. If no, "Ok. Unfortunately, our policy is that we cannot create an Admin user account on behalf of somebody else. Is there anyone else on your team who has a ScreenSteps user account that can create a new Admin user account? If not, let me bring this up to my team."
                        • [include inline link to instructions]
            2. You do not receive approval (or never hear back)
              • Create a task to follow up in 2 days to ask if they were able to get this resolved.

0 Comments

Add your comment

E-Mail me when someone replies to this comment