Overview
The New Social Tool requires an intentional approval and activation process due to its visibility and potential impact on vendor–partner workflows. The steps below outline how Support should handle incoming requests.
Process Steps
1. Requests From a CSM
If a Customer Success Manager submits a request to enable the New Social Tool for a vendor:
Open or update the ticket.
Copy Ben Somekh into the ticket.
Ask Ben to proceed with enabling the tool.
Ben will complete the activation and notify the team once it is finished.
2. Requests Directly From a Vendor
If a vendor contacts Support directly to request the tool:
Add their CSM and Ben Somekh into the ticket.
Ben and the CSM will determine next steps and confirm whether the tool should be enabled.
Why This Process Is Required
The New Social Tool is not automatically available to all vendors. Its activation must be carefully considered because:
Some vendors may not want it enabled.
Many vendors are not ready to release or disclose it to their partners.
Activating it prematurely can create confusion or misalignment with their go-to-market plans.
Therefore, all requests must be routed through both Ben and the CSM to ensure alignment and approval.
Questions
If you have any questions about this process or need clarification on a specific request, please reach out to Krista Staples.