Notes

(DNS- Domain name system )

DNS connecting domain with your website (use it part required to connect )anything that is connected to internet /wifi has its own IP address . Cache makes things smoother .
Any chnge in website can almost take 24-48 hrs for succesful updaye. It will sabe in cache memory which mak eit easy if you search the same thinh again.


DNS- It is fundamnetal back bone of internent that makes internet make wotk.
Dns helps visitors to rech at correct website.

Cache it is the tempooirty memery of the browser that helps to clear the memory.
ISP :internet service provider : ISP is th ecompany that people pay to visy the internet.
Any device that cvonnect to the interne thas an IP addrerss.

Propagation time : changing any change in DNS server can take 24- 48 hrs to change get implemented in the website.


< How DNS Work:>


first we thype the webiste name in browser ---our browser check the websitename in its Cache-----ISP----root server---TLD server---name server ( name server are the companies having domain name registered with ) ---

------DNS Zone file (here we get the A record of the domain at IP address )---Web Server----Browser--- Here the process end to seaarch any webiste in browser.


DNS Workflow : Browser--ISP---Root server--TLD Server--Nameserver--Webserver--Browser

Browser---Browser requestes to go to website,cheks the cache and does noit have the IP address
ISP --- Browser communicate with ISP to let it know that it needs the IP Address to pull up website.
Root Server--- ISP goes to rrot server to find which TLD server to go to.
TLD Server --- ISP goes toTLD server to find which name server to go to.
Name Serever --- ISP goes to names erver which looks in zone file and gives the ISP the IP address.
Web Server--- ISP goes to webserver which gives ISP the website files.
Browser--- ISP gives everything to browser to pull up website and it saves the IP address in computers cache.


If we have the cache memory of the old already searched website in our server then we directly transfered to the ISP ---Web Server---ISP (this is the cycle they follow to show website to us )

This all cycle completes with the help of DNS as we start serching for any website on internet. Cache memory make it easier for us to access any website and it vanishes withinh 20 to 24 hrs


( Control Panel -DNS & NS)


go to the go daddy ---login--click on domain name ---click on DNS--

Nameservers examples---- ns15.domaincontrol.com (We cant manage the Name server of other companies )(ns01 to ns99 are name eservers of go daddy and they are assigned randomly to anyone )

domasin name

(Domaindiagnosis.com )----Its accessible to everyone ,we and customers...to access the domaindiagnosis and anything information about the domain. here we get DNS updated records on the left side and WHOIS information on the right side.

( WHOIShostingthis.com ) ---- its accessible to everyone we and customers ..it tells us with which hosting provider the website was made .



How to find status codes : https://www.godaddy.com/help/domain-name-status-codes-2675




{{{{ Refund Policy : x.co/refund (everything related to refund policy is written here ) }} https://www.godaddy.com/legal/agreements/refund-policy



Only delete or cancel the product if the product is under the refund policy . If customer by mistake delete any product then we will take the charges for recovery of that deleted product.

refund is only given if the product is deleted .

We can cancel most of the products for our customers . We need to send the leagl disclaimer to customer before deleting the customer product . Untill or unless customer does ok dont delete the product.

cheatsheet----kiosk ----Refund template ( Here fill all the details then we will get receipt no after deleting the product )

Always refund money in INS in store credit , only if customer emphasis then refund the oney in their credut card .

cheatsheet ---KIOSk ---department (to get the deatil numbers etc of all the department )

We cannot cancel ": Premium domains , WDS Websites , SEO Services, Godaddy Socail . Anything money spent on service related thing will not be refunded. like if we made the website ,its a service so we will not refund the money.



{{{{STEP BY STEP GUIDE TO GENERATE REFUND FOR CUSTOMERS }}


1. First open Crm and validate customer customer account
2. Go to Links and open renewwals
3. Select the product and click cancel auto renewal.
4. Click on delete my product
5. Click on send email to send acknowledgement request and tell customer to acknowledge so we can delte their product
6. To create refund request
7. Go to orders -> Select product that has been deleted --> then click on refund request
8. Select 12 months duration
9. Do not add comments by your own instead create refund template
10 to create refund tremplate go to Cheatsheet and select Refund template (Home )
11 Fill the refund template- product name and reason for cancellation
12 Select ISC payment and ALWAYS SELECT DELETED PRODUCT YES
13 Copy auto generated refund comments and paste it into comments in 9th point
14 Now click on save to complete request/ paste refund id in slack channel




{{ RENEWALS }}


go to the renewals now---Validate account---Term--add to cart--Tell the customer iwth card no ---Copy Disclaimer---If customer agree only then proceed further..

We can give discount on renewals ..Dont commit to the customer for discount ..ask from your supervisor for discount and if he agrees only then give the discount to customer.


{{UPGRADING /DOWNGRADING }}

Go daddy.com --- Products --Click on product--Show plans--select plan--select renew also if want--duration --check out--tell them card no ends with ---send disclaimer to customer --We can downgrade and upgrade the account .
for downgrade the plan also customer needs to buy the downgrade plan .

Products that cant be upgarde : SSL Certificate .

We cant suggest microsft 365 to customerfor more that 3 years.
Dont recommend hosting for more that 5 years to customers.


https://notes.io/qQjRZ ---till 20-10-23


{{ ACCOUNT MAINTENANCE }}


CX asked "I need refund for this product I bought " -- Always ask the customer Why he/she wants refund ---check the refund policy ( x.co/refunds)-- Initiate the refund process by filling the form.

Standard refund policy for new product is 5 days

Standard Refund Terms :
Annual Plans+ - Within 30 days of the date of the transaction.

Monthly Plans*+ - Within 48 hours of the date of the transaction.


Can I cancle products for my customers USing the CRM :

GO to CRM---LInks---Renewals-- click on cancel renewals ...

What we cant not cancel : Premium domains, WDS Websites (Web design Services ), SEO Services, Go daddy Social

What We can cancel : Anything not set up , Auto renewed domains, Free add on products , Any product not listed in the "CANNOT cancel " section .

Product associated with the automatic domain renewal you just canceled.

If the hosting plan was bought within 45 days then we will not refund the amount ,it will be transfered into Store credit
but we will use that money to help him buying website + marketing plan.
In case if the hosting plan would be more that 45 days than we would give the cutomer soft denyl that he will not get any kind of refund.






{{EMAIL TOPIC }}



Intro to Email :


Free Email : Free & easy , Commonly offered online , Reliable , Web based and mobile clients .

Domain Based Email : More professional , build trust , promotes your brand , No ads or " spying " , Web based and mobile clients .

Customers are 9 times more likely to choose a company with professional email address.
72 % of customers or consumers prefer to comunnicate by email to keep the proof of written communication.


GO DADDY OFFERINGS OF EMAIL :

Open cheatsheet --open microsoft 365 ---to learn more about the microsoft product.

Seat limit is the number of plan you can purchase ..There is no seat limit for Email plus and Business enterprises plan.(e.g: If we have 400 employees in our organisation that means 400 seats)

Team software : Used for communication within the organisation .Like go daddy has slack .

Office 365 Add-ons weoffer to ccustomers :

1. Advanced email security : Virus doens not reach at email , no promotional emails received .
2. Email back ups : It same as emaila rchieve but Email back up happens at every 4 hrs .
3. Email Archive : If we by mistake delete the email still all our communications are saved in email archieve .


ANY QUERY RELATED TO EMAIL PLANS SHOULD BE CHECKED INTO CHEATSHEET --select particualr country to check email plans related to that country .



How to select the best suitable email plan for our customers :

1. Select the plan avialabelk in particular location (country ) of customer .

Email comaparission :

Professioanl Email :(OX) -----
1. Branded mail address
2. Email client connectivity
3. Web based email

Microsft 365 :

Calender , One drive , MS Teams , Office mobile , Business applications , Easy set up with auto discover , Branded email address, Webmail , Email client connectivirty
Device syncing , Contyact s, Office desktop , office online.


USING EMAIL :

email temporary : temporary Username for one of the assigned domain : @jamanikkei.com , Pass:same


Steps to set up new Email account _-- Cheatsheet ---Microsoft 365 --After the sale setup -- Click on help article of getting started .

Article to set up new email account: https://www.godaddy.com/help/set-up-my-microsoft-365-account-8901

It takes 24 hrs for email to start working .


How we can access the mail which we created :


1. Web mail( eg : gmail , yahoo etc )--- Our emails are stored on the server of Web mail . We can access our data and delete them also .

-- Webmail is self content ,everything is within webmail and it can be access easily .

If CX Webmailis not working that may be beacsueo f

2. Email Client : like Microsf 365 ,outlook ----- Alll emails are stored in email servers . Email servers are like post office where your email is tored , to send or receive email client should be connected to internet so that
it can send your email data , it is like your post carrier that provid eyour data to your home which you can check offline too.

FUnctionalitb :

POP : Does not sync the emails between webmail and email clients .
Transfers the message to the cx emails clients and removes the email from the server .

IMAP : Sync mails between webmail and email clients .
Does not sync contacts , calenders etc .
Also ,server as the incoming mail server settings for the email clients .

SMTP : Serves as the outgoing server settings for email clients not using exchange .
If not set up correctly , you will not be able to send email.

Exchange : Syncs emails , contacts , calenders , notes , and everything else microsoft works with.
Serves as the incomimg and outgoing server settings for email clients .

Client Settings :

cheatsheet --kiosk ---clck on email icon----click on email settings --click on professional settings in drop down to check the deatils about the mail

eg: incoming server address , outgoing server address , incoming ports , outgoing ports


TROUBLESHOOTING :

user name should be emailadree not customer name.

Scenario 1: "I cant seem to receive email on my phone . The Weird thing is I can send fine "

x.co / help workspace related articles to hget the detail of all workspace related things.


RECAP :

A Email Protocals :

EXCHANGE : Microsoft protocal for sync contacts , calenders , email etc .
IMAP: Sync messages between servers.
POP 3: Downloads messages from the server .
SMTP : Outgoing mail protocal .


B---- Email client : A program installed on a device , like computer of phone , that pulls email from mail server to email client .

C--- Webmail : Email accessed directly from internet by going to website to access the mailbox.


DNS for Email : MX records are helpful to connect our domains with the DNS for email.

MX records and TXT records (used for spf) are imp to run any email.



EMAIL TROUBLESHOOTING :

Scenario : I changed email providers and now my email is not working : Always know in this case the problem is with DNS and the changes can take upto 24-48 hours.

Always cjeck the zone file in this case . First thingto check is the MX Records . MX Records are the key part of DNS services.

MX records for C panel email : mail.abc.com .... SOme companies uses 5 MX records , Some uses 7 or 10 MX records.


For Microsoft 365 there are few records : CNAME , MX , NS , SOA , SRV , TXT


How to find DNS record of customers :

myproducts > email office > manage M365 plan > Set mail destination .

CRM ---Click on diagnostic --click on the domain name ---Here we can get the MX record .

email.jamanikkei.com -----to directly open the email of that account.


How to help :M 365

x.co/help --go to set mail article to find the article on how to set email.


WOPR TOOL (Check it for any problem related to Microsft 365 issue of customer ) IF query is not resolved then we can send it to ATS Team .


Microsoft 365 Tool (AKA WOPR ) tool: Type the domain name of the customer to get the information of that account. -----clcik on the i button infront of domain name .

How to open open WOPR tool--- Cheatsheet --kiosk ---Email---WOPER also can open by x.co/WOPR



example :Mailbox Detail ([email protected]) ...At B2active


SARA TOOL (Tool made by microsft for its apps ,MS office ,Outlook etc . help to resolve the issues ) If still problem is not resolved then forward the query to ATS Department .

x.co/saratool


WHAT is MX Records :

An MX record, or mail exchange record, is a DNS record that routes emails to specified mail servers. MX records essentially point to the IP addresses of a mail server's domain.
MX records are especially useful for users who host or lease an email because it differentiates web and email servers.




HOW to find the MX Records for customers :


To find MX Records : cheatsheet --kiosk--Email ---selct the product --we will seeing the MX record of that product.


ALways ask the customer for PSR ( problem steps recording ) , we can send that recording to ATS department to resolve the problem related to Email if its not solved from our end.

x.co/PSR


How do we know whose MX records to use :


MX record provided by Email provider .

MX records updated at Zone file

Zone file giving by name server (DNS enteries are called zone files )

Name server given by Hosting provider

Name server updated at domain registrar only



Name servers are always available with the registrar where we buy the domain.

MX Record setting then Zone file / Active DNS ( Name server settings ) We will update the name server where website was made.



BOUNCEBACK : Everytime we sent an email but it comes back is called bounce back ( e.g : suspended email , email service is banned by service provider )

For any bounceback related query reaach out to SME or seniors as its a very vast topic and will learn slowly .



HOW TO FIX EMAIL ISSSUE :


1. Clarify ,Duplicate , Statement of support ,investigate .
2. Make sure the DNS is correct an dnot missing any necessary records. ( A records, CNAMES s, etc )
3. If the customer is using an email client , ahve them try the wembail.
4. if the customer is still having Outlook issue , have them download SARA (M365 only )
5. If that doesnot work , grab a screenshot or a PSR ( Problem Steps recorder ), or detailed information of steps taken .


Four diff ways to access the emails:

email.godaddy.com
email.domain.ltd
outlook.office.com
outlook.office365.com