Alexander Dade

All samples

Resolving a monetization issue

Help center article for support agents

Context

This project built a knowledge base of 100 help center articles for a new support team of 1,000 agents. I worked with engineers, UX developers, learning specialists, and change management to set the policies, best practices, and procedures, and defined the SLAs and acceptance criteria used to measure it.

This article walks agents through the structured transfer widget on the agent dashboard. In a second phase I ran a retrospective to find tools that would help agents serve a wider range of clients.

Internal tool and team names are generalized on this page.

Tools: Confluence, Jira, Markdown, XML, SQL

What to notice

  • Numbered lists carry sequences. Bullets carry supporting criteria.
  • Steps are in the second person, start with a verb, and stay short.
  • Interface objects are bold so the agent can find the control they need.
  • Each section has only a few steps, so the agent can read and act quickly.
  • Every article uses the same table and headers, so switching between articles costs nothing.
  • Sensitive policies live in reusable XML objects, so the wording stays uniform and is maintained in one place.

The document

Resolving a monetization issue

Client contacts the helpdesk, reporting issues with monetization.
Escalation availableCheck for signalsUse canned responsesOutbound calling
Yes, escalation formNoYesYes

Common scenarios

  • A client with a verified business account reports that their monetization application was rejected.
  • A client reports that they have not received payment for their content despite meeting the eligibility criteria.

Investigate the issue

Important: Use the structured transfer widget for all cases. The case is eligible for structured transfer if it is in English. If it is not eligible, use the escalation form.

  1. Go to the About tab and click the Client Info button.
  2. The widget shows whether the case is eligible for structured transfer.
    1. Do not check for additional signals to verify the username or page criteria.
  3. Enter the Asset ID and click the Continue button.
  4. Fill out the required case details and include as much information as possible.
  5. Click Transfer to send the case to the specialist team for resolution.

Escalation

If the case is not eligible for transfer, complete the following:

  1. Open the escalation form.
  2. Select individual or business.
  3. Fill out detailed information about the Asset ID and the monetization issue.
  4. Click Submit to escalate the case.

Note: Don't ask the client to submit screenshots. Use the monetization widget to confirm the asset criteria.

Related resources

  • Case statuses and definitions
  • Outbound calls
  • Agent support channel