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• Warm Sales Transfer SOP
  An Optimize Territory Sales Representative sells a new client on our services. The new client begins the Onboarding process. Onboarding Initial Call – Complete Onboarding chatters @Ann Dailey ...
• Where can I see all reviews marked as ‘Response Exception’?
  Use Filter dropdown -> Review Exceptions’   ...
• What is the difference between ‘Review’ Analytics and ‘Social Insight’ Analytics?
  The Review tab under Analytics shows how many reviews have been received on which attached social profiles, the ratings of those reviews, and view the ...
• Why do I only have the option of ‘compare to’ a date range for ‘social insights’ and not ‘reviews’? Can I change this in my settings?
  This is currently not a feature within Optimize HQ.   ...
• Why are the ‘Social Insight’ Analytics and the social profile analytics directly on the listings reflecting different numbers?
  Optimize HQ is a third-party software so we have the ability to provide information and insights as the platforms release them.   ...
• Why are some ‘social insights’ not showing any numbers?
  If not all social insights are pulling for all desired social profiles, the social profile may not be successfully attached to Optimize HQ.   ...
• What is the difference between ‘Schedule’ and ‘Deck’?
  Schedule - A post that is date and time specific, can be repeated. Deck – a group of content that is sent at selected intervals, ...
• What are the best practices when adding new message boxes?
  Click the Schedule or Deck options prior to creating new post messages.   ...
• What does the ‘{}’ do? 
  This is for our Channel Tag feature. Click the brackets for a dropdown of Channel Tags to appear to be used in posts.   ...
• What does the eye with the line through it do?
  The Hidden Post feature prevents the post from being viewable on the content calendar.   ...
• Why does it show ‘Original’ ‘Facebook’ ’Google’ etc when creating a new message?
  These are new post windows to view how the post will be formatted on different social profiles depending on each platform's posting restrictions.   ...
• What happens if I edit the message on one tab but not the other?
  The other social profile tabs will not be edited to match. ...
• What happens when I check the ‘recurring’ box?
  This causes the post to go out multiple times on the selected frequency rate. ...
• Where do I see posts that are ‘recurring’?
  Outbox tab -> Schedules  ...
• What is the ‘Status’ Tab?
  This shows the status of the messages being posted to the selected social profiles.   ...
• Why is a message showing a ‘Next Send Date’ that has passed?
  There was an error that caused the post to not be sent.   Check the Status tab under Outbox to identify the origin of the error for ...
• Where can I see what social profile my scheduled post is going to be posted to?
  Outbox tab -> Schedules -> click the Edit pencil button to view the current social profiles attached to the scheduled post and edit accordingly as ...
• What does the ‘recycle’ feature do?
  This causes your content to move to the bottom of the Deck after it has been posted to be posted again at a later date ...
• Will I be notified if a user ‘pauses’ a deck?
  No, Optimize HQ does not have a notification system enabled for this. ...
• Why would I need to use the import feature?
  The import feature can be used to mass upload social content.   ...
• Where can I find supported import documents?
  The document used to import social content would be provided by the Optimize HQ user. ...
• Where can I find what ‘social profile’ my draft is attached to?
  Click Edit to view the entire message and Social Profiles that are attached. ...
• What are local feeds?
  Articles and news stories from local sources and channels   ...
• What is the difference between ‘categories’ and ‘custom’?
  Custom is location based, categories is global and provided ...
• What are social profiles?
  This is the category where all your Social Media Pages and Service Groups are located.  ...
• What is the difference between Social Pages and Service Groups?
  Social Pages are the individual pages from each platform (Facebook, Google, Instagram, etc) Service Groups give you the ability to group individual Social Pages to post ...
• When should I avoid using a service group?
  When you send location/platform specific content.   ...
• What are HQ best practices for a multi-location business?
  If your Facebook business page is set up in Facebook Framework, only add the main page to your service group. (content should be set up ...
• What is the set-up fee for Epicor services?
  The Epicor set-up fee is typically $500, but our clients receive $500 off Epicor set-up due to our partnership. This means there is a $0 setup ...
• What can Epicor offer NAPA Auto Part stores?
  Epicor has a program called Eagle that is specific to NAPA Parts. This is currently not part of our partnership with Epicor. ...
• What if the client is already working with Epicor? Can we move that service over to Optimize?
  As an Epicor partner, we are not able to move an existing Epicor client’s services underneath ODM. ...
• What does the postcard fee entail? ('Promotional postcards billed directly to customer')
  $1.19 per post card billed directly to our client from Epicor ...
• What is included with Epicor Service CRM?
  CRM Reminders Email - Unlimited Closed Loop Marketing Broadcast Texting 1000 per month Frequency Report OBD4 Business Dashboard (Epicor’s customer dashboard) Google Review Text - Unlimited Day of Service Text - ...
• Where do we fill out our internal lead form for clients who are interested in Epicor?
  Right click and open this link in a new tab: https://www.optimizegarage.com/epicor-sign-up ...
• Website Quarterly Update Examples/Suggestions
  Change out of hero image/video on homepage (video must be less than 15 seconds) - needs to be enticing/welcoming Change out Services CTA’s on home page ...
• Website Update Case Checklist
  Include all in one update case with appropriate heading – Q1 updates, February Updates, Spring Updates, Etc. Include images or graphic requests needed Include any copy to ...
• What are NAPA Gold Marketing Funds?
  NAPA Gold Marketing Funds are allocated funds to be redeemed, used, or foregone within the calendar year. ...
• What happens if a client claims the wrong product (e.g., rep management instead of ads)?
  If the wrong product is claimed, adjustments can be made internally only at the start of the product. Once the product is in service, it ...
• What should be done if a client accidentally claimed funds with another Gold Vendor or vice versa?
  The client needs to contact NAPA directly to resolve the issue. Notify the AC leadership team if this occurs and do not start providing the ...
• What options does a client have if they want to cancel services?
  If a client asks to cancel services, their gold fund product can be a stand-alone product. If the product is bundled, they can downgrade to ...
• What is the process for the Go Live for a new client?
  Please see Go Live SOP ...
• WHAT IS CO-OP?
  Funds earned by the dealer through their tire programs (Michelin/Bridgestone/Conti) that they can utilize through reimbursement. This is mostly used by Michelin customers as Bridgestone works ...
• WHAT IS ODM’S ROLE IN THE CO-OP PROCESS?
  Our role is to ensure the dealer’s pages/website meet any criteria needed to be approved for Co-Op, as well as help the dealer submit their ...
• WHO PAYS OUT THE FUNDS TO THE DEALER WHEN THEY CLAIM CO-OP?
  First, if a dealer doesn’t know where his reimbursement or funds come from, they should get in touch with their Rep for that brand, because ...
• WHAT ARE THE REQUIREMENTS FOR BRIDGESTONE CO-OP?
  50% Banners must be created by our graphics team to ensure that they meet the requirements. Banners on FB and TW(X) must be branded BSFS with ...
• WHAT ARE THE REQUIREMENTS FOR MICHELIN CO-OP?
  Important: Only dealers on the BDF Program at Michelin are accruing funds that can be reimbursed with services from ODM. If they are not actively ...
• WHAT IS THE TIMELINE FOR MICHELIN CO-OP SUBMISSION?
  If your question is “When do they get reimbursed for their funds?”, the answer is simply “There’s no way to know.” Channel Fusion processes claims ...
• WHAT IS THE TIMELINE FOR TIRE PROS CO-OP SUBMISSION?
  *Timeline always subject to change. As we all know, Tire Pros likes to switch things up. ODM receives an IO from Tire Pros for either a ...
• WHEN IS THE LAST DAY FOR A DEALER TO USE THE PREVIOUS YEAR’S FUNDS?
  Michelin funds are now “Use it or Lose it”. Funds are eligible from Jan 1-Dec 31 of the year they’re in as well as January ...
• WHAT IF THE DEALER DOESN’T HAVE ENOUGH FUNDS TO COVER THEIR SUBMISSION?
  If a dealer has only accumulated a certain amount of funds so far and wants to submit an invoice that is more than what they ...
• WHAT DO I NEED TO GET FROM MY DEALER AND WHAT ARE THE REQUIREMENTS FOR USING CO-OP FOR ONLY AN AD BUDGET?
  *Important* We cannot just slap a logo on a graphic to boost for Bridgestone and Michelin (or any other brand). These need to be created/approved ...
• What is Syndicated Content (Instagram)?
  Syndicated content is content that is republished on multiple websites or platforms. The goal is to increase the reach and visibility of the original content. ...