This error message appears when there has been an error in setting up the customers account in Salesforce.
Please see below screen shots of this error message.
- Send the customer the below scripted response if you don't have access to Salesforce to confirm the problem:
The Customer Experience Manager who on-boarded you will be able to help with this issue as it is linked to the account creation. If your Customer Experience Manager is unavailable please let us know and we'll find an alternative contact.
- If you know the customers CXM (sometime they are copied into correspondence), please send them a note and alert them to this issue.
- Please confirm it will be one of the below 3 problems:
- No Virtual bundle added
- Entitlements not set to Active
- No studios created (NOTE: this shouldn’t be problem but worth checking)
- Include customer username, facility name and any other helpful information
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