Technical Support Engineer TSE Round

Technical Support Engineer Report
Issue: Email Notifications Not Being Sent

- Product: Engage: Campaigns
- Campaign Name: Summer Career Fair - Virtual
- Campaign Type: Awareness Email
- Audience Count: 10,000
- Error Message: "Failed to send email notification."
Initial Analysis
The reported issue is related to email notifications not being sent when specific
events occur within
the application, such as the "Summer Career Fair - Virtual" campaign. This can
have a significant
impact on the user's experience and business processes, potentially leading to
missed
5
opportunities to engage with candidates and promote career fairs.
4
Troubleshooting
3
To reproduce the issue and gather information, I would follow
these steps:
2
. Check for any customisation from where the email notification is been
sent and check if the recipient names are been introduced correctly.
1
. I will check the article provided by Salesforce to match every step
configured correctly in his org:
>>https://help.salesforce.com/s/articleView?id=000386312&type=1
. Create a test campaign with the same configuration (Campaign Type,
Audience Count, etc.).
. Trigger the same event that should send email notifications.
. Monitor logs and collect error messages, if any, during the process.
While reproducing the issue, I would focus on:

– First we need to turn off the email deliverability as if the issue is in
production it might hamper the customer service.
– I have to setup a debug los and email logs to see which failed during
the transaction.
– Checking for any application logs or error messages related to email
sending failures.
– Verifying email configuration settings, including the SMTP server
details.
– Reviewing the server environment for any potential issues.
– Testing email provider settings to ensure they are working correctly.
Root Cause Identification
The information gathered during troubleshooting may point to
several potential root
causes:
1. Configuration Issue: There might be misconfigurations in the application
settings, such as SMTP
server details or email templates. I need to see the check where the email alert
is been sent and check every cause and resolve the issue accordingly.
.2. Server Environment Issue: The server environment might be experiencing
issues, causing email
sending failures.
3. Email Provider Issue: The email provider settings or integration could be
causing problems.
To identify the root cause, I would perform tests to isolate each potential cause,
such as sending
emails from the application using different email providers, checking server
logs for issues, and
reviewing the application's email settings.
Solution Proposal
Based on the root cause analysis, here are potential solutions:
1. Configuration Adjustment:
- Review and update email notification settings in the application.
- Verify the SMTP server configuration.
- Ensure the email templates are correctly configured.
- Test email sending functionality with correct settings.
-Check if the email template and the recipient is configured correctly and if
they have senders email correctly mentioned.
-Check the debug logs and rectify the issue .
2. Server Environment Check:
- Review server logs and address any server-related issues.
- Ensure the server is capable of sending emails (firewall rules, DNS resolution,
etc.).
- Check server resources like CPU and memory usage.
3. Email Provider Verification:
- Confirm the email provider is functioning correctly.
- Check for any issues or outages with the email provider.
- Verify the email integration settings within the application.
Each solution should be implemented step by step and thoroughly tested to
ensure its
effectiveness.
Risks and Benefits:
Configuration Adjustment:
Benefit: Likely a quick fix if misconfiguration is the issue.
Risk: If configuration isn't the problem, this won't resolve the issue.
Server Environment Check:
Benefit: Addresses regarding potential server-related issues.Risk: If the server
isn't the root cause, this won't resolve the issue.
Email Provider Verification:
Benefit: Ensures the email provider is working properly.
Risk: If the email provider isn't the issue, this won't resolve the problem.
Customer Communication
Initial Response:
Subject: Acknowledgement and Priority Assignment for Email Notification Issue
Hello XYZ,
Thank you for reporting the email notification issue related to the "Summer
Career Fair - Virtual"
campaign in Engage: Campaigns. We appreciate your patience and are
committed to resolving this
as soon as possible.
To better assist you, could you please provide us with more details about the
specific issues you are
facing? Additionally, could you let us know if you have already tried any
troubleshooting steps on
your end? This information will help us prioritize and address the issue more
effectively.
We understand the urgency of the matter, and we will work diligently to identify
and resolve the root
cause. Rest assured; we are here to support you.
Best regards,
Ankit Kumar Ojha
Technical Support Engineer
Response to Customer's Concerns:

Subject: Re: Re: Email Notification Issue Resolution
Hello XYZ,
Thank you for your response and for choosing one of the proposed solutions.
We understand your
concerns, and I'd like to address them:
1. Progress Delay: We apologize for any inconvenience caused by the delay.
We've
encountered some complexities while implementing the chosen solution, which
required
additional testing and fine-tuning to ensure a successful resolution. Our team is
working
diligently to expedite the process.2. Escalation to Exec: We understand the
importance of this matter, and we're actively
engaging with our executive team to ensure that the issue is resolved swiftly.
We appreciate your patience and will keep you updated on our progress. If you
have any further
questions or require additional information, please feel free to reach out.
Thank you for your understanding.
Best regards,
Ankit Kumar Ojha
Technical Support Engineer
Preventive Measures
To avoid similar issues in the future, the development and operations teams
should consider these
preventive measures:
1. Regular Testing: Implement regular testing of email notification functionality
to catch issues
early.
2. Automated Monitoring: Set up automated monitoring for email sending and
delivery to quickly
identify any disruptions.
3. Documentation: Maintain detailed documentation of email configuration and
integration
settings to facilitate troubleshooting.
4. Redundancy: Consider redundancy in email providers to mitigate potential
provider issues.
5. Best Practices: Follow industry best practices for email notification
configuration and handling
disruptions, including retry mechanisms and error handling.
By implementing these measures, you can reduce the likelihood of similar email
notification issues
in the future.
This report outlines the approach to troubleshoot and resolve the email
notification issue in the
Engage: Campaigns product. It includes initial analysis, troubleshooting steps,
root cause
identification, proposed solutions, customer communication drafts, and
preventive measures to
ensure a comprehensive resolution and prevent future occurrences of the
problem.

Technical Support Engineer TSE Round

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Technical Support Engineer Report

Issue: Email Notifications Not Being Sent

While reproducing the issue, I would focus on:

Response to Customer's Concerns:

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