UI and Access Management

1. Personalize Billing Inquiry

Summary
Customers seeking billing clarification for Personalize may not receive cost or entitlement details through standard technical support channels. This delays financial planning for feature expansion or upgrades.

Root Cause
Billing, pricing models, and commercial entitlement discussions fall strictly under Customer Success Manager (CSM) ownership rather than technical support scopes.

Resolution

• Contact your assigned CSM directly for all billing, pricing, or contract entitlement clarifications.
• Request a usage report if you need to justify budget for additional seats or features.

Verification
Billing details and contract terms are confirmed and documented through the CSM.

2. Personalize Rate Limit Increase Request

Summary
When reviewing API traffic, customers may request an increase in Personalize rate limits to support higher throughput. This often occurs during peak traffic preparation or scalability planning.

Root Cause
Rate limit thresholds are tied to infrastructure costs and tier-based contracts; therefore, adjustments require commercial review and approval before technical implementation.

Resolution

• Review current usage metrics to determine the specific buffer required.
• Contact your CSM to discuss the necessary rate limit adjustments and any associated commercial implications or tier upgrades.
• Coordinate with technical support only after commercial approval is granted to finalize the configuration change.

Verification
Approved rate limit changes are applied to the stack, and API behavior reflects the higher throughput capacity.

3. Lytics Feature Request Tracking

Summary
Feature requests and product enhancements may require tracking in systems outside of Salesforce. Without a unified tracking process, visibility into the status of a request can be lost across different internal teams.

Root Cause
Current cross-system linking limitations between Salesforce and product engineering tools prevent automated status synchronization for specific Lytics feature tracks.

Resolution

• Log the feature request directly in Zendesk to ensure it enters the product feedback loop.
• Provide a specific tracking reference number to the customer for future follow-ups.
• Link the Zendesk ticket number back to the Salesforce case for cross-departmental visibility.

Verification
The feature request is clearly traceable in the appropriate system, and the customer has a reference ID for status updates.

4. Preview Link Not Interactive

Summary
Preview links may load the visual content successfully but fail to support interactive elements such as modals, dropdowns, or internal links. This prevents stakeholders from fully validating the user experience before publishing.

Root Cause
Typically a sandbox or environment configuration issue external to Contentstack, such as restrictive Content Security Policies (CSP), missing event listeners in the preview build, or iframe sandboxing conflicts.

Resolution

• Validate the preview environment configuration to ensure all necessary scripts are being loaded in the preview context.
• Check for Javascript errors in the browser console that might indicate why event listeners are not firing.
• Coordinate with the development team to ensure the preview build matches the interactivity of the production environment.

Verification
Interactive elements, including modals and navigational links, function correctly within the preview environment.

5. Lytics Data Deletion Duplicate

Summary
Duplicate data deletion requests may exist across multiple support systems simultaneously. This redundancy causes tracking inefficiency, potential confusion regarding compliance timelines, and fragmented communication with the customer.

Root Cause
The same request was logged across multiple platforms (e.g., Salesforce and Zendesk) or submitted by different stakeholders within the same organization.

Resolution

• Identify the primary record of truth for the deletion request (typically the Zendesk ticket).
• Close any duplicate cases in auxiliary systems to prevent split workstreams.
• Reference the active Zendesk ticket ID in all closed duplicates to ensure a clear audit trail for compliance.

Verification
A single, active tracking ticket remains, and all stakeholders are aligned on the primary communication channel.