Renee Spencer

CRSC Instructional Manual May 9th, 20XX CRSC Instructional Manual PROJECT WORKFLOW: Implementation ProcessT:\CSC Workspace\KS\Training Docs\Implementation process 110411.docx Project PlanT:\CSC Workspace\KS\Training Docs\Copy of Project Plan Outline.xlsx SOS: http://sos/ SOS is used in 2 ways: If you have an issue within the system that you are unable to resolve or you need access to something you don’t have, you can submit an SOS to request assistance from IT. Trouble tickets are called Incidents and can be submitted by going to the SOS link above, hovering over Incident and clicking Submit New Incident. To submit a non-trouble related ticket, you would hover over Incident and select Request IT Service. Other people in the company submit SOS tickets because they need something from our team. All of the tickets for the group are visible to everyone on the team. You can see these tickets by clicking the My Tickets section in SOS. You then have the option to sort the tickets different ways depending on how you want to look at them. It is good to sort by Due Date because tickets can’t be past their due date without an extenuating circumstance. pg. 2 CRSC Instructional Manual CRM: http://www.salesforce.com/ Campaign Design Profile – this is where you will go to locate information about the campaign. Some key things that you will use this for: ● ● ● ● ● ● SOW – contract Number of hours, attempts, deliverables, etc Who the campaign team is The objective of the campaign Details regarding data and campaign set up Reporting requirements pg. 3 CRSC Instructional Manual Explanation of Network Drives: U drive – this is your User drive and will house files/documents that are only for yourself. W drive – this is the client data drive. We house all data on this drive organized by client and then by project. An original copy of all data is saved in these drives as well as the final formatted sheet. The standard for these folders is: Folder – client name Folder – campaign name Formatted data sheet Folder – Data Data sheets in progress Folder – Original data sheets Untouched, original file T drive – this is the common drive and is also referred to as the S drive. The following is the information that most pertains to the CRSC role. ● ● ● SharePoint – CSC Workspace – this is a folder that can be accessed by most people – we all have folders within with our names on them where we can keep things and share work related information with others. Client Reports – Again this drive is organized by client name and is where we store all reports and reporting related documents. Project File Master – These files house project related materials such as the IDG, training decks, etc. this folder houses the report images for My Account. T:\SharePoint\SharePoint Files\ITG2 Report Images pg. 4 CRSC Instructional Manual SharePoint: Link - ​http://p/default.aspx There are SharePoint sites for individual campaigns, clients, and internal departments that you can browse around to see all of the information that is posted. Email Security: All emails going to and coming from remote locations are screened prior to reaching their intended recipient. The emails go into a “tank” for IT to review and release. This causes a delay between the time you send the email and the time the recipient receives it. All emails must be professional and work related. This includes internal and external emails. Infractions can result in termination. Views Views allow you to see data in campaigns. You can look at the records in the campaign as well as the calling activity. Custom fields will also be visible in the view. To create a view: In Excel, go to the Data tab. From the External data sources section, select From Other Sources, then From Microsoft Query. A window will pop up and ask you to choose a data source. From here you will select ITsite Views and click OK. From there, another box will pop up. This will allow you to select your campaign. If you highlight the first one and type a v it will take you to the list of ITsite campaigns. pg. 5 CRSC Instructional Manual You can then scroll down until you find the name of your campaign. There are several types of views. The name of the view identifies the information in it. Deliverable – this view shows approved deliverable information. Filter – this view shows what filter certain records are in. People or Sites – depending on the calling strategy, you will be able to look at organization and people information in the view. This is the most frequently used view. pg. 6 CRSC Instructional Manual Requalify – shows records in requalify status. Verify – shows records that have a deliverable waiting to be verified. You can click the plus sign next to the view you want and drag over all of the fields you would like to see in the view. You can choose all available fields, or just some. When you are done selecting your fields, keep hitting Next until the end and then hit Finish. The data will come into your Excel spreadsheet. pg. 7 CRSC Instructional Manual ITsite: ➢ Tabs of responsibility from campaign edit page: [Update Campaign] – to be used anytime changes are made to the campaign edit page. [Manage Import Rules] – import data or attach exclusion lists. [Manage IDG] – implement or change the script. [Manage Deliverable Criteria] – implement or change the deliverable criteria. [Manage Links] – insert links for agents. [Manage KPI] – set key performance indicators as requested by APM. [Manage Schedule] – set up or change filters/schedules. [Manage Emails] – we don’t use. [Manage Campaign Literature] – set up or change email triggers. [Manage Export Credentials] – put in credentials for marketo or sfdc integration. [Manage Exports] – complete the mappings for integrated campaigns. [Manage Event] – set up confirmation calls for events. [Manage SO Sales Rep Assignment] – complete mapping for sales reps for SO campaigns. [Manage GP Cost Codes] – set up GP cost codes. [Manage Target Roles] – APM uses to highlight certain roles. [Manage Campaign Archival] – we don’t use. [Manage Campaign Data Merge] – we don’t use. ➢ Other areas of responsibility from top menu: [Admin] ● ● ● Add Country – add a new country that is not available in the drop-down for country on the manage import rules page. Manage Dynamic Questions – create or edit dynamic questions. Workflow – start a new task for IDG’s (we really don’t use this anymore). [Organization] ● ● Manage OU – add a new organization to our main database. Mostly used to add new clients that do not exist. Search OU – to search for organizations in our main database – we would do this prior to adding a new one. [Campaigns] ● ● ● Campaign List – takes you to the list of campaigns in ITS. From here you can select the edit pencil to go to the campaign edit page, select the manage data button to go to the import dashboard, or go to manage users to add or remove users. Create Campaign – create a new ITS campaign. Manage Client – to manage or create new clients. Also used to add client contacts. ITsite Campaign Creation: pg. 8 CRSC Instructional Manual 1. Go to “manage client” under the “campaigns” section of the menu bar. Look to see if the client you are creating the campaign for is listed under the “current clients” section. If the client is there, proceed to step 6. If not, go to “organizations” then “search OU” from the menu bar. 2. Click “Add Search Criteria” button. Enter in the client name and click “search”. If you get a result, click on it and verify it is the correct location, etc. If so, go to step 4. If no result, go to “organizations” then “manage OU” from the menu bar. 3. From “manage OU”, enter in the organization name. Go to the address tab and fill in the address. Go to the phone tab and put in all phone numbers. Go back to the summary tab and hit the “save organization” button. Then go to the people tab and enter in the contact information. 4. Go to “campaigns” then “manage client”. Click “select” then “add search criteria”. Type in the client name and click “search”. Click on the appropriate organization from the results. Click “Add Client” button. 5. Look under “current clients” and select the client you just added. Go all the way to the bottom of the screen and pick the AE from the dropdown. Click “add client engagement”. If the AE is not an option, you must put in an SOS to have them added to the active directory. 6. Go to the IT admin site. http:ITadmin/ 7. If the client already exists, go to step 8. If the client does not exist, click on the “clients” tab, then “create new client”. Enter in the name of the client EXACTLY how it is in ITsite. Click “add” next to “language display”. Enter in the client name in the middle box. Click Add next to currencies then click save. 8. Go to the “Campaigns” tab. Select the client. Put the campaign name EXACTLY as it appears in the email under the “Add/Change Campaign Name” box and the “Display Name” box. Change the campaign name if it has symbols in it. Optional provider is always Company. Click Save. pg. 9 CRSC Instructional Manual Deliverable Criteria Go to the “Manage Deliverable Criteria” button from the campaign edit page of ITS and select the IDG for which you are implementing the DC and click Ok. Click the “Group Name” button. Enter in the following: ● Group Name: this can be anything you want that identifies the campaign and group. ● Rule Name: follow the standard for naming rules based on the workflow you have implemented. ● Lead Type: this information will show up on My Account and is the type of lead generated. pg. 17 CRSC Instructional Manual Enter in the lead type that has the most criteria. For example, if an A lead has 7 questions required, but a B lead has 5 of the same questions required, you would enter the A lead first. Whichever rule is on top will be the first evaluated. For each question that is part of the deliverable criteria, you click the edit pencil and select the appropriate criteria. When finished you hit save. Continue until all questions that need to be answered to make a deliverable have been identified. These questions will all turn blue. If you have more than one lead type, click Add Rule. This will allow you to start the process again and enter information for your second lead type. When you have finished entering all lead types, hit save criteria at the bottom of the screen. pg. 18 CRSC Instructional Manual EMAIL TRIGGERS​ ​– Client can have up to 4 per campaign for script and 1 for Deliverable A. Go to ITS: ● Campaign, Campaign List, Select [EDIT] ● [MANAGE CAMPAIGN LITERATURE] o Select literature Email to edit: ➢ From the drop down: Add new o Literature Email Name: Invite 1, 2, 3, 4 – 5​th​ has to be “Deliverable” o From: “Domain Name” – example –-o Subject: Subject line to appear in email o Body: What you want the body of the email to say o Make sure at bottom the “Please do not reply to this email” is posted o Attachments – Browse and upload applicable attachments. GP COST CODES – GP cost codes must be set up in ITS for performance based campaigns or if there is a price change between agreements. They also must be set up if using multiple GP IDs. A. Go to ITsite: o Campaign, Campaign List o {Edit} o [MANAGE GP COST CODES} ● ● ● ● ● ● ● Select GP CostCode = Select from Drop Down Begin Date = End Date = Cost = Select Campaign Deliverable = Select from Drop Down Select Cost Code = Select form DropDown [ADD] DATA FORMATTING ➢ Save a copy of the original data file in the W drive. ➢ Save non importable information in a separate workbook. ➢ Insert; ​Company organization, or Client Organization, Company Contact or Client Contact, RF fields if applicable and any other fields you want i.e. list source or import date) pg. 20