Management systems
Name the two main management systems we do not integrate with and therefore require file imports from?
Applied Epic and EZLynx
What does NPS stand for?
Net Promoter Score
Which tab inside ClientCircle shows communications sent over text or web chat?
Conversations
Where can you find a history of uploaded reports from management systems we do not integrate with?
The data tab in admin OR the contacts tab > import history
Name the two account manager team reps.
Scott Eagleman (Saturn) and Maria Yepez (Atlas)
These two account managers can offer support and advice on handling customers, account issues, and minor coworker conflicts.
Name the four main management systems we have a direct integration with.
AMS360, HawkSoft, QQ Catalyst, Xanatek/IMS4
Name two reasons someone would get a review request.
Left a 9 or a 10 on an NPS survey, left a testimonial, made a referral
Which plan levels come with web chat included?
Premium and the Premium bundle
Where can you go to see if a customer was merged and unmerge them?
The contact profile > details > merge icon
Who should you first go to if you have questions/concerns about office policies, HR concerns, payroll, benefits, or PTO.
Carolyn Reed
(Carl and Torey are also available if needed)
Which management system do we have an integration with, but also can check the excel file for?
Xanatek/IMS4
How many days after a customer is new does the new customer follow-up card go out?
35 days
How much does it cost to add texting to an account?
$15/user
Which admin tool helps us identify why a contact did or did not receive a certain communication?
The communication debugger
Which slack channel is used for asking non-urgent questions about an account or ClientCircle in general if you can't find the answer on your own?
#am_answers
Which management systems do we have a two-way integration with, giving us the ability to add notes/tasks and activities/suspenses back into the management system?
AMS360 and HawkSoft
When do Client Connect articles generally go out to customers?
When they haven't been communicated with in a while (after at least 30 days)
We can add web chat to your web site. What other two platforms are we able to add an online chat to?
Facebook messenger and Google businesses
What is the difference between a ClientCircle contact ID and an external ID for a contact?
The ClientCircle contact ID is the string of numbers listed at the end of the URL for the contact in ClientCircle. The external ID is their customer ID from their management system.
Which slack channel is used for finding coverage if you are going to be out and to ask for additional assistance on an upcoming call if necessary?
#am_helping_hand
A ClientCircle account uses Epic and wants to send NPS surveys, review requests, and thank you cards. How many vendors do you need to set up in Epic?
2
How do you enable additional thank you cards to go out past the first two?
In admin, click edit company and enable additional thank you card config
What step (from the settings tab in ClientCircle) is a prerequisite before we are able to install web chat on your website?
Email domain verification
How can you see a list of all deleted contacts for a certain company?
In admin, go to accounts > contacts, enter the four digit company ID in the "Company" box (filter), change deleted to yes, filter.
Bonus: You can also download an excel file of deleted contacts by clicking CSV in the bottom left corner
If you need live support coverage, who should you talk to first?
The backup AM