---
name: strata-campaign-support
description: "Support STRATA campaign workflows, status, and delivery issues."
version: 2.0.0
author: Hermes Agent (rebuild)
license: Proprietary site content
platforms: [linux, macos, windows]
metadata:
  hermes:
    tags: [STRATA, Cross-Platform, Operations, Verification]
    related_skills: []
---

# STRATA Campaign Support

Use for supporting STRATA campaign workflow across Eleven, VIEW, AEInbox, OneTIM, SBMS, and OneStrata.

## Core Resources

- **Knowledge Hub:** https://hub.freewheel.tv/
- **Quick Explainer Videos:** https://freewheel.zendesk.com/hc/en-us/articles/33524389239309
- **AEInbox Support:** https://freewheel.zendesk.com/hc/en-us/sections/33524173628301
- **SBMS Media Billing:** https://freewheel.zendesk.com/hc/en-us/sections/33524213202189
- **OneStrata Navigation:** https://hub.freewheel.tv/display/OSUG/Navigate+OneStrata

## Programs & Modules

- **Eleven:** Order management hub — schedules, deals, status tracking
- **VIEW:** Programmatic inventory and deal activation
- **AEInbox:** Agency order inbox — order receipt, traffic, redirecting
- **OneTIM:** TIM/traffic management — schedule coordination
- **SBMS:** Scheduling & billing — **Modules:** SPOT, Network, Print/Outdoor, Digital, Media Billing
- **OneStrata:** Unified platform — cross-media planning, activation, optimization

## Campaign Workflow by Program

### SBMS → Eleven → AEInbox (Comcast Spotlight pattern)

1. **SBMS:** Buyer selects schedules → clicks "Send to Eleven" → Status changes to "Sent"
2. **Eleven:** Buyer reviews schedules → Status shows "Unsent" (not yet released)
3. **Eleven:** Buyer releases schedules → Status changes to "Sent" to AEInbox
4. **AEInbox:** Order receipt, traffic, printing, redirecting

### General Workflow

1. **Pre-buy:** SBMS scheduling (SPOT/Network/Print/Outdoor/Digital), Eleven order creation
2. **Activation:** VIEW deal activation, Eleven schedule release
3. **Traffic:** AEInbox order traffic, OneTIM coordination
4. **Billing:** SBMS Media Billing — client bills, invoice format, reports

## Support Workflow

1. **Identify the program/module:** Eleven, VIEW, AEInbox, OneTIM, SBMS (SPOT/Network/Print/Outdoor/Digital/Media Billing), OneStrata
2. **Gather details:**
   - Client/agency, campaign IDs
   - Media types (TV, digital, OOH, print)
   - Deal types and partners
   - Budget and pacing status
3. **Check platform data:**
   - Schedule status (SBMS → Eleven transitions)
   - Inventory availability (VIEW)
   - Order status in AEInbox
   - Billing data (SBMS Media Billing)
4. **Identify blockers:**
   - Schedule export failures (SBMS → Eleven)
   - Inventory constraints (VIEW)
   - Order traffic issues (AEInbox)
   - Billing setup errors (SBMS Media Billing)
   - OneStrata module access/navigation
5. **Remediate:**
   - Fix schedule export configuration
   - Adjust inventory/deal parameters
   - Correct order traffic routing
   - Update billing setup
   - Navigate OneStrata module issues

## Common Campaign Issues

- **SBMS SPOT:** Station scheduling, Hiatus Week/Day info, Send to Eleven status
- **SBMS Network:** Network schedule conflicts, cross-market issues
- **SBMS Print/Outdoor:** OOH schedule format, inventory availability
- **SBMS Digital:** Digital rate mismatches, inventory allocation
- **SBMS Media Billing:** Client setup, invoice format, draft save, billing reports
- **Eleven:** Schedule status transitions, order creation errors
- **AEInbox:** Order printing, redirecting (AEInbox ↔ OneCONNECT), rejection, .scx/.xml save
- **VIEW:** Inventory availability, deal activation, partner connectivity
- **OneStrata:** Module navigation, unified data access, cross-media sync

## Output

Provide: program/module identified, issue analysis, remediation steps, and impact assessment on campaign performance.

## Inputs and Boundaries

- Require the account, environment, platform scope, identifiers, date range, requested operation, and source-system definitions.
- Establish the authoritative source, schema, timezone, currency, attribution window, and aggregation grain before comparison.
- Default to read-only inspection. Require explicit approval before changing campaign state, billing records, identities, routing, or integrations.
- Protect credentials, client data, audience data, financial data, and partner information.

## Failure Handling

- Record target, operation, timestamp, response status, error, source, and correlation ID when available.
- Distinguish authentication, permission, schema, identity, stale-data, dependency, timeout, and platform failures.
- Do not retry mutations blindly. Check current state and partial completion before retrying.
- Escalate critical incidents with customer impact, revenue risk, privacy risk, owner, and safe fallback.

## Verification

- Confirm every requested platform, record, period, and reconciliation dimension was checked.
- Preserve source totals and compare them with normalized or corrected totals.
- Read back approved changes from the authoritative system and verify downstream propagation.
- Report status, evidence, exceptions, assumptions, confidence, approvals, unresolved risks, and next actions.