WorksheetsPKT , Wk 3 Day 3
Total questions: 15
Worksheet time: 13mins
If a Managed client wants their Page removed from an owning Business Manager they do not have a role in, which escalation process can we follow?
BM Admin dispute
Hacked Pages
Disputed Page Admin Release
Page Admin Dispute
The advertisers contact you because they were blocked from using a feature. We cannot escalate the issue EXCEPT when:
Client experiences another temporary feature block
Feature block is running past the lift date
Status or screenshot shows a temporary feature block
Feature Limit: page_name_change or Feature Limit: page_merge
Eddie, an unmanaged client, wants to his Facebook Page released from its owning Business Manager. The Admin is no longer part of the company and was unable to add Eddie to the BM before leaving. After assisting Eddie, how should we close the case?
Done - Answered
Done - Not Policy Compliant
Done - Not Supported
Done - Duplicate
IG account handle @lovecristiano_ was disabled due to Intellectual Property rights infringement. The client reached out to us asking for help to get the account reactivated as soon as possible. What would be the best course of action to help the client?
Submit an appeal via escalation path: Organic Issues: Appeals > Instagram profile > Disabled
Ask client to file an appeal via self-service: https://www.facebook.com/help/instagram/contact/606967319425038
Empathize with the client and inform that the IG account can no longer be reactivated. Provide link to our Instagram Community Guidelines: https://www.facebook.com/help/instagram/477434105621119
Advise the client to reach out to the complaining party who filed the report against them to resolve the issue. If an agreement is reached, the complaining party should email Instagram support with their consent for the IG account to be reactivated.
Melanie is reaching out to us to have her Business Instagram profile verified since her Facebook page was recently verified. How can you assist Melanie in this case?
Let Melanie know that the verification for Instagram is a separate process and approval from Facebook Page verification. Inform her of the criteria and provide her the process to apply for verification.
Apologize and let Melanie know that there might be a bug that did not sync the verification properly. Advise Melanie to wait for 7 days for it to completely synchronize with the Facebook Page.
Help Melanie troubleshoot by uninstalling and reinstalling her app. Let her know the verified badge should be appearing instantaneously. Escalate if the problem persists.
Inform Melanie that she can only have one verification approved. If her Business Instagram is verified, her Facebook Page can no longer be verified.
"I could not connect my Facebook Page to my IG account @loveyourself because it keeps saying it's already connected to another IG account. Please help me." What KB article can we use?
Instagram Operations: Verification: Request Verification
Instagram Business Profile: Disabled Account: Disabled IG handle
Instagram Operations: Access: Hacked Admin
Instagram Operations: Access: Account Disabled/Deleted
What KB article can we use if the client's IG account was disabled due to a potential violation against Community Guidelines?
Instagram Operations: Verification: Request Verification
Instagram Operations: Access: Hacked Admin
Instagram Business Profile: Disabled Account: Disabled IG handle
Instagram Operations: Access: Account Disabled/Deleted
We can only support Managed clients regarding Instagram concerns if they meet the required spend and if they have a connection to the IG account.
TRUE
FALSE
Steph needs help with a feature limit (Inviting users to Like a Page) on her Page. Based on the screenshot of the restriction it is already past the lift date. Upon checking UBD, the Page is Banhammer. What will be the best advise you can give Steph?
Offer to submit an escalation to the Internal Team for the feature limit since it's past the lift date.
Advise to submit an appeal for the banhammer Page status and wait for the Page banhammer appeal result first before escalating for other limits.
Advise to click on the "Disagree with decision" button on the Page restriction notice to file an appeal for the feature limit.
Advise to just wait since the feature limit will roll off in 14 days.
Which Facebook Policy may have been violated if a client's website URL is blocked for sharing on our platform?
Community Standards
Advertising Policies
Community Guidelines
Commerce Policies
Your client needs help in getting added as admin in their Page. They used to have an employee manage the Page for them but they've since resigned, unable to provide them admin access before they cut all contact. You were able to provide the needed requirements to your client. The client says that they'll need some time to collate all the necessary documents. How will you close the case?
Let the client know that if they are unable to provide the documents to you within the chat then we will no longer be able to assist them.
Inform the client that they can take their time and chat back once they have the documents ready.
Go ahead and escalate the request to our Internal Team. When asked about the documents needed, put "to follow" in the description box.
Let the client know that the documents aren't really necessary so you will go ahead and escalate the request.
The Facebook Page is active, however, Sonja couldn't respond to comments nor publish posts as her Page. She gets an error message stating "Access to your Pages is temporarily restricted until you complete Publishing Authorization." How can we help Sonja?
Pull up Sonja's user ID and Page ID in UBD to check if has an Admin access to the Page.
Inform Sonja that she may have been added as an Admin less than 7 days ago and may not have full Admin privileges yet
Check the Page's reach/no. of followers and advise Sonja that Facebook is requiring people who manage high potential reach Pages to get authorized to publish as their Page.
Ask Sonja to perform basic troubleshooting steps such as clearing cache and cookies or use another browser to resolve the issue as this could be a potential bug.
Imran contacted us via email and is asking for help with converting to the new Page experience. How are we going to help Imram with his request?
Educate that the new Page experience is not available for all Pages yet. Provide the steps how to switch to the new Page experience to check if it is available.
Educate that the new Page experience is not available for all Pages yet. Close the case as Done – Not Supported.
Provide the steps on how to switch into the new Page and provide the Help Centre link: https://www.facebook.com/help/135275340210354#
Provide the steps on how to switch to the new Page experience and provide the Help Centre link: https://www.facebook.com/business/help/571062040244333
Which of the following can be the reason why an advertiser is not able to change the name of their Page? (Select all that applies)
Client has changed their Page name in the last 7 days
The client has an Advertiser role on the Page
The Page has feature limit for changing Page name
The new Page name on the advertiser's request represents what the business is about
Which of the following scenarios is NOT supported for the Page Admin dispute process?
Deceased member with death certificate
Global Root Pages qualify for disputed admin flow
Ex-Employee
Third party disputes without a court order
