This process document outlines the steps to follow when we have a problem with a CRM login or the permissions that were granted to us.  These issues usually prevent us from pulling the dealer's Leads and/or Sales data.

Scraper Login Issues DURING ONBOARDING INTEGRATION

All Onboarding communication is to be done through Rocketlane.

1. Locate the Rocketlane project and CRM login task.
2. Tag the dealer in the task conversation and explain the issue.
3. Ensure the task status is set to In Progress and assign the task to the customer and Ops Team.
4. Dealer must fix the login and reply to CS Specialist through Rocketlane.
5. If the dealer resolves the issue, continue with the task following normal processes.

Scraper Login Issues AFTER ONBOARDING

If there is an issue with Wall-E pulling a dealer's data due to a failed login:

1. Set either the CRM Leads Received or Sales Received column to Scraper Login Issues.
   1. 🚨 Monday automations will ensure both are set to Scraper Login Issues when you change one of them.
   2. If the issue is only regarding permissions to pull 1 of the file types, then change the status for the non-issue to [DATATYPE] Done. 
      For example, if we have correct reporting permissions in VinSolutions to pull CRM Leads, but do not have CRM permissions to access the Sold Log to pull Sales, then set CRM Leads Received to Done. Leave Sales Received to Scraper Login Issues.
   3. 🚨 Monday automations will set the Monthly Processing Status to Dealer Stuck.
2. A Make.com scenario (Monthly Tasks - Email Dealer File Problems) will:
   1. 🚦 Create a draft in the Datateam email box in the Drafts folder, addressed to the dealer, with a template for addressing a login issue. The template will have the following information filled in:
      1. To: Main POC Email
      2. CC: The Monday board item's pulse
      3. Subject: Clarivoy Source Reports - [CRMNAME] login issues ([DEALERNAME])
      4. Body: Addressed to Main POC First Name
   2. 🚦 Set the data column (either CRM Leads Received or Sales Received) back to "Waiting On..."
3. Go to the Drafts folder in the Datateam email box and locate the draft.
4. Fill in the template blanks, explaining the issue. Include:
   1. The specific error message (screenshots are helpful)
   2. Our username
5. Send the email.
6. If the dealer resolves the issue, see "Login Issue Fixed" below.
   If the dealer responds and wishes to cancel, follow the steps for Immediate Cancellation

Login Issue Fixed

Ops Team - If the dealer resolves a login issue and responds to us:

1. Login and verify the issue has been fixed.
2. If necessary, enter new credentials in scraper login repository.
3. Check Looker QA board to determine which days of data are missing.
4. Ensure the missing data is pulled by following one of these processes:
   1. If the login worked before and we are missing >5 days of data - Manually pulling the missing data and loading it through Dropbox.
   2. If the login worked before and we are missing <=5 days of data - Set scraper to continue Daily data pulls ("Create Daily Config"). The scraper pulls the previous 5 days of data every day.
   3. If the login did not work before - Set the scraper config, checking all of these boxes: "Create Init Config", "Create Daily Config", "Pull Backadata", "Skip Warnings"
5. If the dealer responded prior to the Monday board item being moved to Inactive:
   1. Set Sales Received to Waiting on Scraper Sales and CRM Leads Received to Waiting on Scraper Leads.
      1. 🚨 Monday Automations will set Monthly Processing Status to Waiting on Data
         1. 🚨 When Monthly Processing Status changes from Scraper Login Issues -> Waiting on Data, Monday Automations will clear the Final Reporting Date (ensuring the dealer does not get deactivated).
   2. Verify that the Final Reporting Date was automatically cleared by Monday Automations. If, for some reason, it was not, clear it so the dealer does not get deactivated.
   3. Continue to step 7 Verify Data
6. If the dealer responded after the Monday board item was already moved to Inactive:
   1. INSERT LINK HERE TO REACTIVATING PROCESSING
   2. Set Sales Received to Waiting on Scraper Sales and CRM Leads Received to Waiting on Scraper Leads.
      1. 🚨 Monday Automations will set Monthly Processing Status to Waiting on Data
   3. Continue to step 7 Verify Data
7. Verify Data
   1. Two days later, verify the data using the CRM Processing Link and Sales Processing Link.
   2. If the data appears correct, set Sales Received to DMS Done and CRM Leads Received to Done.

Dealer Wishes to Cancel

Follow the steps for Immediate Cancellation.