Customer Support Playbook

This page is your gateway to all Support resources. Please refer to the categories below to locate the information you are looking for.

If you encounter any issues with the links or content this article is linking to, please notify Lori Caminiti. 

Introductory Training 

1. Basic Call Handling and Process Flow 
2. HydroPoint Employee Handbook 
3. Company Overview and Organizational Structure on Oragami
4. Customer Support Service Level Definitions 
5. General Support Call Center Policies 
6. Glossary of Frequently Used Terms 
7. Irrigation Glossary of Terms 
8. Hardware Product Documents (via HydroPoint.com)
   1. WeatherTRAK
   2. Baseline
   3. WaterCompass
9. HydroPoint Distributor Locator 
10. HydroPoint Training Links
11. Messaging and Meeting apps: Microsoft Teams
    1. Using MS Teams: Best Practices for Individuals  
    2. Using MS Teams: Best Practices for Conferences
12. New Hire Playbook
13. Salesforce Open Case Monitoring Process
14. Talkdesk Call Handling  
15. WeatherTRAK General Overview 
    1. Water Compass overview
16. Platform Webpages
    1. WeatherTRAK (WeatherTRAK Central)
    2. Baseline (AppManager)
    3. WaterCompass (Dashboard)
17.  

Processes and Procedures 

1. Access and Permission levels 
   1. Differences with Associating Users with Account, Site, or Controller
2. Alert management 
3. Order Entry
4. Activation
5. RMA
6. Salesforce Cases: Escalation Process‍
7. Field Service Requests 
8. Hardware Reports in WeatherTRAK Central
9. LTE Antenna Upgrade Kits
10. No Charge sales order
11. OptiFlow configuration
12. OptiFlow Inspector report
13. OptiFlow 2.0 overview
14. OptiFlow Queue Messaging
15. Pro2 to Pro3 upgrade process
16. Submitting a Request to Data Services
17. Valve Alerts: CSS to CS and beyond
18. Viewing Reports 
19. Worry-Free Wireless Warranty Procedure
20. WC Install Base Records Email
21. HPM Alerts

Baseline 

1. Activating a Baseline SIM Card -Internal
2.  Adding Users Through AppManager 
3. How to Set-Up Your App Manager Account
4. Preparing a 3200 Programming Backup from BaseManager
5. Soil Moisture Sensor BL5315B Escalations

Troubleshooting Articles & Documents

1. WeatherTRAK Alerts (general/all - alphabetical order by alert code)
2. Offline or No ET Controller Protocol‍ 
   1. (OFL) Controller Offline
   2. OTA firmware updates
3. Quarantined Controller Overview‍ 
4. Troubleshooting 2-Wire
5. Blank display screen
6. C-39 Blown and popping fuses
7. Clearing alerts with the WeatherTRAK app
8. Flow alerts
9. FM200 device call support
10. Hardware (HW) Alert
11. Learning Flow 
12. Manual Irrigation
13. OptiFlow Inspector (OFI) alert
14. Programming in Auto Mode (Automated by WeatherTRAK)
15. Programming a station in "User no ET" mode
16. Why Aren't My Stations Coming On?
17. Valve alerts

Tips and Tricks (Internal Processes)

1. Distributor information
2. Sales and Company Contacts
3. Helpdesk: helpdesk@hydropoint.com
4. SalesForce reporting and dashboards: coming soon!
5.  Confluence
6. JIRA
7. Intro to Helpjuice

External Training Videos, Knowledge Base, and Forms

1. Access Request Forms
2. Activation Request Forms
3. HydroPoint Product Doc & Support Links 
4. HydroPoint Knowledge Base
   1. Helpjuice
   2. WeatherTRAK
   3. Baseline
   4. WaterCompass
5.  Online Training (LearnUpon)
   1. WeatherTRAK
   2. Baseline
6. Subscription Renewal
7. Update Request Forms
8. YouTube Page