Account Managers Guide

As an Account Manager/Account Handler, it is your responsibility to keep track of project progress via the use of jobs, work items and tasks.

This article will detail the similarities and differences between the different workflows:

Creating Work Items
Tag the Resource Manager/Team Lead

After these initial processes the workflows begin to diverge:

Creative
Display and Email
Design Production
Press
Print and DM

Use the links to jump to the appropriate section.

Before creating work items, tasks and allocating them, a job must be created, this part of your workflow is covered in here: Creating a Job and Working with Jobs.

You can view the six workflow diagrams here{{Workflow Diagrams}} for more context.

Creating Work Items

Creating Work Items{nav}

The first step of any work flow is to create a work item and there are two ways to create works items:

  1. Hover over New in the tab bar at the top of the page and click New work item

Then in the corresponding window, select the business unit (e.g. NOW TV), the job number (e.g. 1032), enter a title and choose the type and click Save.

If you don't know the job number, learn how to find it in the Working with Jobs article.

  1. Click the Add work item button at the bottom of the page. This button appears on a number of screens throughout the Tasks module, always within a job.

Then fill out the information as before, however since you're already in a job, you don't need to enter a job number.

The available options for work item type are either the workflow type (Creative, Display, Email, Press, Print & DM or Design Production) or Scoping & Time which is created by default when a job is created.

Once the work item is created you’ll see the details tab, as below. From here you can assign account managers, stakeholders andand add any team leads or resource managers, as well as being able to edit the name, update the status and add any additional notes.

 

Wherever you see the WIP link you can click it to access your server folders e.g. smb://server/folder/NOW TV/

Enter Brief Details and Upload Docs
In the Brief tab for the Work Item, enter relevant details for that work item type which will act as instructions/specifications for the production teams working on the work item. The required details will differ from type to type. Here you can also set the work item sub-type.

You can also upload any required documents to the work item in the Documents tab. For example, the approved Sky Works brief in the Creative workflow. 

When switching between tabs, you must Save your work to avoid losing data input.

Next, click Add document in the bottom corner and then press the Select button to choose the relevant file from your computer's file picker (or drag and drop your files to this space).

Tag the Resource Manager/Team Lead

Tag the Resource Manager/Team Lead{nav}

After this, you must assign the work item to a Resource Manager (Creative, Email, Display or DOOH workflows) or a Print Lead (Press or Print & DM workflows), so they can appropriately allocate the work.

You can add more than one TL/RM to the work item if desired, allowing more visibility across the team.

Open the Details tab and use the TL/RM dropdown menu to choose the relevant user.

Next you must assign the work item or tasks:

1) Press and Print & DM  - using the Assigned to field in the Details tab, allocate the work item to either [Print] Unallocated or [Press] Unallocated.

2) Creative, Display, Email and Design Production - create a task{{Creating a Task}} and assign it accordingly.

These users will appear at the top of the Assigned to field:

Workflow Assigned to:
Creative [Design] Unallocated or [Copy] Unallocated
Display [Display] Unallocated
Email [Email] Unallocated
Design Production [Design] Unallocated or [Copy] Unallocated

Change the Work Item Status to Sent to Traffic and at this point in the project, the process moves on to the assigned Resource Manager or Print Lead. 

Creative

Creative{nav}

After tasks within the Creative work item have been created, the resource manager will assign them to specific team members. These team members will then start their tasks, changing the status of the task to In Progress.

At this point you will need to change the Work Item status to In Creative in the Details tab of the work item.

Changing work item statuses is a large part of process management. To see a list of all possible statuses and their meanings click here{/s}.

To change a work item status, open the Details tab and use the status dropdown menu.

At certain points in the process, some statuses will be greyed as they are not available to be used systematically.

To keep track of the status of the tasks, create Saved Searches for Tasks with the status In Progress and also for Tasks with the status Completed.

Once all tasks for the work item have reached status Completed, change the work item status to Creative Tasks Done.

Stakeholder Approval

Then, depending on the type of work, there will be two options for you to get the Creative approved:

File produced
If the creative has produced a file, you need to change the work item status to Sent for SH Approval which will automatically notify the Stakeholder of their required approval.

They will then approve or reject the file, automatically changing the work item status to either Rejected by SH or Approved by SH.

No file produced
If the creative work was done offline and does not require a file to be uploaded, you need to change the work item status to Out for SH Approval.

Then you have to manually change the work item status to reflect the approval decision to either Rejected by SH or Approved by SH.

Rejected
When the work item status is changed to Rejected by SH, the system will automatically generate a revision of the work item and sets the reason to External.

If the rejection happened offline,you must manually enter the details in the Response field of the Revisions tab. You can upload reference documents in the Documents tab.

Then you may create new task(s) for rework and assign it to unallocated (design) or unallocated (copy) as before.

If the rejection happened in the system, the comments from the Stakeholder will be copied over into the work item revision, so you must review these comments and add any further if required. You then can create new tasks as before.

This process then repeats until the work is approved.

Approved
Once approved, change the work item status to Creative Complete.

Display and Email

Display and Email{nav}

Once the initial work item and tasks have been created by you, the process then moves on to the production of the display/email work. The Resource Manager will assign the work items and tasks to development team members, who in turn will create the work offline.

Once created, the development team member will send the work to the QA team by changing the work item status. It goes through a QA process and it is at this point that the account managers rejoin the process in a number of scenarios as follows:

QA Approval

QA Rejected/AM Queries
1)
In the situation where the QA team has rejected the work and has changed the work item status to AM Queries, you will receive an email notification (you can also proactively find these on the QA status job board).

2) You then must respond to these queries in the Response field of the Revisions tab of the work item.

3a) If you answer the queries and decide additional rework is not required, change the work item status to Sent for QA Approval and the QA team will pick it up again and the QA process will start again.
3b) If you respond to the queries and decide additional rework is required, you must create a task, then either:

  1. allocate it to unallocated design user if it’s a design task* and change the work item status to Sent to Traffic
  2. if it's a dev task, allocate it to the original developer who worked on the content and change the work item status to Allocated

*Once an assigned design task has been completed, that user will change the work item status to Creative Tasks Done. It’s up to you to use the QA Status job board to identify when this work is complete. You then must create a new task for dev rework, using the latest creative work.

QA Approved
Check the QA status job board or use your saved searches{/s} to find work items with the status - QA Approved. You must check the work and judge if any additional rework is required. 

If amends are required, then you must:

  1. manually create a revision by clicking the Revisions tab and the Add revision button.
  2. enter the details of the amends,
  3. create a new task and assign it to Unallocated (Email) or Unallocated (Display) which will then be picked up by the Resource Manager, as before.

If amends are not required, then you can send for Stakeholder Approval

Stakeholder Approval

Change the work item status to Out for SH Approval and then, dependant on the workflow:
• In the Email workflow, you need to send an email to the developer who will send test emails to the Stakeholder. You also need to add any Adobe information to the work item.
• In the Display workflow, you need to send the preview links directly to the Stakeholder for approval. 

In both cases, the approval process happens offline, so once a decision has been made, upload the Stakeholder’s response to Documents tab of the work item.

Then manually update the status to either Rejected by SH or Approve and Release.

If rejected, you must create a revision and add the rejection details. You then need to create a new task for rework and assign it to Unallocated (Email) or Unallocated (Display) which will then be picked up by the Resource Manager, as before.

Deployment - Email

Once the work item status is set to Approve and Release an Accenture user will perform the deployment offline and update the work item status to Deployed.

You must then update the work item status to Complete.

Deployment - Display

The deployment for Display is handled offline. You must email Mediacom with the details of the release and then, once notified of successful deployment, update the work item status to Complete.

Design Production

Design Production{nav}

Once the initial work item and tasks have been created by you for the Design Production workflow, the resource manager will assign them to specific team members. These team members will then start their tasks, changing the status of the task to In Progress.

At this point you will need to change the Work Item status to In Production in the Details tab of the work item.

To keep track of the status of the tasks, create Saved Searches{/s} for Tasks with the status In Progress and also for Tasks with the status Completed.

Once all tasks for the work item have reached status Completed, change the work item status to Creative Tasks Done.

The team members will upload files to the Files tab, then you must change the status of the work item to Sent for SH Approval.

If approved you must then update the work item status to Sent for QA Approval.
If rejected a revision of the work item is created, so after checking the rejection details, you must create a new task and assign it to Unallocated (Copy) or Unallocated (Design).

Once SH approval is acquired, the file goes through the QA process:

AM Queries
Since the files to be approved are uploaded directly to the system (unlike email or display, where links are used), QA team member can annotate on a file without approving/rejecting. This feature is used to send queries to account managers.

Once they’ve made annotations, they will change the work item status to AM Queries triggering  an email notifying you. Navigate to the work item in question (by clicking the link the email) and open the Files tab, where you can click on the Annotate button to see the QA annotations.

In the following screen:

  1. Click New Annotation
  2. Use Notes field to add any responses to the queries
  3. Close browser window to save responses
  4. Change the work item status to AM Queries Answered

QA Rejected
If the QA rejects the file, the work item will be changed to QA Rejected and a revision will be created with the QA’s comments marked against the revision.

You must then check these comments and add any of your own if necessary. Create a new task and tag it to Unallocated (Copy) or Unallocated (Design) accordingly for rework.

QA Approved
Once the file has passed QA approval, check that it is ready for release. If it is not, then create a revision, include the reasons for the revision and create a new task, tagging it to Unallocated (Copy) or Unallocated (Design) accordingly.

Delivery

If the file is ready for release and If the delivery is to happen offline, you must share the file with the Stakeholder offline.

If the file is ready for release and if the delivery is to happen through Adsend, then make sure you add the CCN number in the Brief tab and then change the work item status to Release.

If the Adsend delivery fails, the work item status will change to Delivery Failed.

You must then contact the supplier and amend any errors (e.g. wrong booking number), and change the work item status back to Release, triggering the Adsend delivery once more.

Once the delivery is complete the work item status will be changed to Complete, either by you manually in the case of offline delivery, or by Adsend.

Press

Press{nav}

In Press tasks are not used so once the initial work item has been created by you, assign it to Unallocated (Press) user.

The Resource Manager will assign the work item to a team member, who in turn will create the work offline.

Once created, the development team member will send the work through a pre-flight process and then to the QA team by changing the work item status.

It goes through a QA process and it is at this point that the account managers rejoin the process in a number of scenarios as follows:

AM Queries
Since the files to be approved are uploaded directly to the system (unlike email or display, where links are used), QA team member can annotate on a file without approving/rejecting. This feature is used to send queries to account managers.

Once they’ve made annotations, they will change the work item status to AM Queries triggering  an email notifying you. Navigate to the work item in question (by clicking the link the email) and open the Files tab, where you can click on the Annotate button to see the QA annotations.

In the following screen:

  1. Click New Annotation
  2. Use Notes field to add any responses to the queries
  3. Close browser window to save responses
  4. Change the work item status to AM Queries Answered

QA Rejected
If the QA rejects the file, the work item will be changed to QA Rejected and a revision will be created with the QA’s comments marked against the revision.

You must then check these comments and add any of your own if necessary. Then change the work item status to Sent to Traffic to repeat the process.

QA Approved
Once the file has passed QA approval, check that it is ready for Stakeholder approval. If it is not, then create a revision by clicking New Revision in the Revisions tab. Include the reasons for the revision and change the work item status to Sent to Traffic.

Stakeholder Approval

Once ready for Stakeholder approval, change the status of the work item to Sent for SH Approval.

If rejected a revision of the work item is created, so after checking the rejection details, you must change the work item status to Sent to Traffic.

If approved the work item status will automatically change to Approved by SH. You must then change it to Release, which informs Adsend.

Delivery

If the Adsend delivery fails, the work item status will change to Delivery Failed.

You must then contact the supplier and amend any errors, and change the work item status back to Release, triggering the Adsend delivery once more.

If the delivery is rejected an email notification is sent to you and the status Delivery Rejected.

Contact the supplier and amend any errors, and change the work item status back to Release, triggering the Adsend delivery once more.

Once the delivery is complete, change work item status will be changed to Complete.

Print & DM

Print & DM{nav}

In Press tasks are not used so once the initial work item has been created by you, assign it to Unallocated (Print) user.

The Resource Manager will assign the work item to a team member, who in turn will create the work offline.

Once created, the development team member will send the work through a pre-flight process and then to the QA team by changing the work item status.

It goes through a QA process and it is at this point that the account managers rejoin the process in a number of scenarios as follows:

AM Queries
Since the files to be approved are uploaded directly to the system (unlike email or display, where links are used), QA team member can annotate on a file without approving/rejecting. This feature is used to send queries to account managers.

Once they’ve made annotations, they will change the work item status to AM Queries triggering  an email notifying you. Navigate to the work item in question (by clicking the link the email) and open the Files tab, where you can click on the Annotate button to see the QA annotations.

In the following screen:

  1. Click New Annotation
  2. Use Notes field to add any responses to the queries
  3. Close browser window to save responses
  4. Change the work item status to AM Queries Answered

QA Rejected
If the QA rejects the file, the work item will be changed to QA Rejected and a revision will be created with the QA’s comments marked against the revision.

You must then check these comments and add any of your own if necessary. Then change the work item status to Sent to Traffic to repeat the process.

QA Approved
Once the file has passed QA approval, check that it is ready for Stakeholder approval. If it is not, then create a revision by clicking New Revision in the Revisions tab. Include the reasons for the revision and change the work item status to Sent to Traffic.

Stakeholder Approval

Once ready for Stakeholder approval, change the status of the work item to Sent for SH Approval.

If rejected a revision of the work item is created, so after checking the rejection details, you must change the work item status to Sent to Traffic.

If approved the work item status will automatically change to Approved by SH. You must then add the Crystal Code to the Brief tab and change the work item status to Release to Printer, which informs Adsend.

Delivery

If the Adsend delivery fails, the work item status will change to Delivery Failed.

You must then contact the supplier and amend any errors, and change the work item status back to Release to Printer, triggering the Adsend delivery once more.

Once the delivery is complete, change work item status will be changed to Complete.

HelpScreen_Shot_2018-07-25_at_10.24.18.png

Help{nav}

You can access training and help directly within the platform, by clicking the blue Help icon on the right side of the page.  We've set up training tasks tailored to your role. 
Access these from the training tab of the Help menu and you will be guided step by step through different tasks. These tasks will get crossed off as you complete them. You can replay them whenever you need to as well as access other content from the Help Menu.

Key
Screen_Shot_2018-07-25_at_14.28.36.png Walkthroughs: step by step guides
Screen_Shot_2018-07-25_at_14.28.28.png Articles: Clicking on one of these will open a help article in a new browser window/tab
Screen_Shot_2018-07-25_at_14.28.44.png Videos: will play in a pop up window in the system

Lastly wherever you see this Screen_Shot_2018-07-25_at_14.31.51.png in the system you can hover over it for more information.

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