FAQ
"Which carriers provide data to RailSight/Zenlinc?" "How many railroads does Zenlinc receive data from?"
In the instance that customers reach out in order to inquire about the total list of carriers (railroads) that report/submit data to Zenlinc, like in ZD #127303, we should inform them that "Zenlinc receives data from more than 580 carriers, including all seven Class I railroads. More information on RailSight can be found on the RailSight Product Page."
This information is direct from TransmetriQ's Product Page specific to RailSight. (https://transmetriq.com/products/railsight - which should be provided to the customer as well)
"Does my company have an existing RailSight Account or contract for RailSight?"
Sometimes there may be a question of if a company has an existing RailSight Service - the best method by which to determine if they do or not would be to utilize CAMs (if you have the access) or by searching Zendesk - look at the company in ZD to see if there are any previous tickets and to see if they were handled primarily by the Commercial Product Support Team. Search either CAMS or Zendesk by entering in the company name - for example, 'Coim USA'. By searching for Coim USA in ZD, you would find ZD Case #206730 which indicates that Coim USA has a contract for the Transmetriq Rail Management System. CAMS would return a similar entry that shows the Service Order Form / Master Services Agreement.
Alternatively, it is helpful to also search using the 'Advanced User Query' via SSO. By searching on either the employer or email extension for a given user. See the below two examples for RSI Logistics. When results are returned, it can be assumed that the company has an existing RailSight contract/service.
Searching based on RailSight & employer:
Searching based on RailSight & employer:
*Note: If both of the above SSO searches return no users with access, and you're unable to confirm if a contract exists via CAMS - reach out to the commercial team or assign the case to CSD. CSD will perform a second check via CAMS or our previous Billing Reports to determine if a contract/service exists
"Is this case a possible Sales Lead?"
CSC might receive a case that is inquiring about the capabilities or pricing of RailSight - any of these cases should be sent down to our Business Solutions Team via the 'Sales Lead' Macro. The Business Solutions Team will assign a specific Business Solutions Manager to the company based on region and that individual will reach out directly to the company/contact in question to further discuss our product offerings/prices.
Example sales lead cases:
#206141
#206162
#205643
*Note: Even more information on the Sales Lead Process can be found in the KB Article below https://Zenlinchelp.zendesk.com/hc/en-us/articles/360039348914-CSC-Sales-Lead-Solution-Support-Process
"Steelroads report not downloading as expected." "Steelroads report not downloading as a .csv"
If Steelroads returns something similar to the below as a CSV File, users can manually save this file and view the contents in the format they're expecting:
"Initial","Number","Location City","State","Month","Day","Hour","Minute","L or E","Event","Train ID","Destination City","State","Reporting RR","ETA City","ETA State","ETA Event","Month","Day","Hour"
GLNX,083008,WILLETT,IA,05,22,11,29,L,P,MALNP2,OMAHA,NE,UP,OMAHA,NE,Z,05,31,18,
GATX,213392,OMAHA,NE,09,21,12,55,L,Z,,OMAHA,NE,CN,,,,,,,
GATX,213436,OMAHA,NE,05,17,10,42,L,Z,,OMAHA,NE,CN,,,,,,,
GBRX,257407,OMAHA,NE,05,17,10,42,L,Z,,OMAHA,NE,CN,,,,,,,
GBRX,257586,OMAHA,NE,05,17,10,42,L,Z,,OMAHA,NE,CN,,,,,,,
GBRX,257588,OMAHA,NE,05,17,10,42,L,Z,,OMAHA,NE,CN,,,,,,,
GBRX,257613,OMAHA,NE,05,17,10,42,L,Z,,OMAHA,NE,CN,,,,,,,
Please review ZD Case #202577, 196777, or 208186 as an example of how to view the file in proper spreadsheet format.
"You are not authorized to see this data, you must be either Party to the Waybill, Party to the Mark or Party to the Route.
VS.
Not authorized to view shipment "
The example screenshot below outlines the message a customer would receive when tracing in the RailSight suite of applications when they are not authorized to receive the data. It states as mentioned above "You are not authorized to see this data, you must be either Party to the Waybill, Party to the Mark or Party to the Route." Customers may receive this via Demand Trace, or through a response message via FTP.
The below screenshot outlines what a Steelroads Trace report will say when a customer is missing the Security on their Steelroads Profile, or if there is not a Waybill submitted for the current trip. Paying attention to the verbiage is key to the ability to determine the product.
Reviewed: 8/14/24
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