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When recognizing a Network Product

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CharlieRosetta
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When recognizing a Network Product

Post by CharlieRosetta on Wed Apr 30, 2014 3:12 pm

Hi Team,

I would like to share this information especially for the new ones, since I noticed more Network Product issues coming in lately. You can find this information in the Training Document provided by RS Team as well.

When you identify an issue of a learner as a V3 network product issue, please refer them back to their respective admins. If the contact person is an admin, please document every information you can get to your case and escalate to Tier 2 (RS). Don't forget to complete all necessary information, such as which company/organization is the the admin calling from, of course his name and contact details (email and/or contact number), his issue and the name of his product, if available. I recommend to look up SalesForce for similar cases to check upon their issue and how it was solved.


Ways to Determine if a Customer has Network Software

If a customer has a CD labeled Rosetta Stone Network v3, Rosetta Stone Manager v3, and/or Rosetta Stone Manager v3 Server, then they have Network software.

If the customer does not have the CDs available, but does have the box available, and the box says Network or Classroom edition, then they have the Network software

If the customer does not have the CDs or the Box, but does have the software installed, then you can check under Add/Remove Programs (for Windows XP), Programs and Features (For Windows Vista or 7), or Applications (for Mac). If they have any programs labeled Rosetta Stone Network v3, Rosetta Stone Manager v3, or Rosetta Stone Manager v3 Server, then they have the Network software.

If a customer has no CDs, no box, and the software is currently not installed, but they do have their license code, or order number, you can ask a T2 agent to look up the code or number for you to determine what edition of the software they have.

The most current version of the Network software is v3.6.6, however you may also run into someone who has v3.7.0 of the Network software (v3.7.0 is essentially the same as v3.6.6).

    Current date/time is Wed Nov 14, 2018 1:30 am