MyBiz Support - Franchisees

If Franchisees or their staff enquire about MyBiz, utilize the following micro-runbook. THIS IS NOT INTENDED FOR QUOTING DIRECTLY OR COPY/PASTING. These are quick notes to help with taking calls/emails, and are not polished answers.

- If they say they can't find an article, the likely answer is they're logged in as the wrong kind of user. They won't necessarily understand this but you should be aware of it. Ask them what "Viewing mybiz customized for your role as.." says next. It'll say 'mybiz admin' or 'front office' etc.

- No, they cannot use their login for everyone in their office anymore. They can go into 'Staff' and create a username/password for each staff member in their company.

- If the franchisee owner has forgotten their password, we use the same SSO that runs my.miraclemethod.com. If they still don't remember their password, send them to mymm to reset. If they still can't figure it out, reset it for them using manual user management in Portal.

- If a franchisee staff member doesn't know their login, go into mybiz and click on 'staff', navigate to the location in question, and reset the password for that staff member.

- If you're told "we all just use one login", strongly encourage them to setup a login for each person. It's free and makes it far easier on everyone. 

- Bug reports? Create ticket and assign to William for triage.

- Feature requests / "doesn't it do xxx"? Same as a bug report.

- "Where's the media portal gone?" - "The Media Portal is now a fit-for-purpose web portal. You can still access it via MyBiz but you'll see it looks quite different from regular MyBiz. This is because the Media Portal is designed to make it easy to download print and digital ads.. whereas the MyBiz system is for text pages. Don't worry, you can access both interchangeably and your login automatically works with both. 

- "What's the password" - "Everyone gets their own login now.. there is no single user/pass we can share for you, even if that's how its been done in the past"

Biggest likely complaints:

1) "I can't find xxx" - the answer is use search, or failing that navigate around - the department heads made the new categories simpler, so its easy to find now!.

2) "Its different" - encourage them to try it for a few days and let it grow on them.

- "Make me an admin" -  refer to william only

- Anything that falls outside of 'wheres the content' or 'i cant login' - refer to William for triage.