User Management Certification Part 1

Introduction 

About this course 

Welcome, Overview, and Eligibility Requirements 

Key Conversica Terms 

Video Dashboard Tour: Users, Profiles, and Teams 

Planning your Users, Profiles, and Teams 

Creating Users 

Introduction and Guidelines 

Adding a User 

Video Quick Tip: Adding a User 

Additional Resources: Creating Users 

End User Credential Management 

Introduction and Guidelines 

Password Reset and Login Assistance 

Additional Resources: End User Credential Management 

Creating Profiles 

Introduction and Guidelines 

Adding a Custom Profile 

Video Quick Tip: Creating a Custom Profile 

Additional Resources: Creating Profiles 

Creating Teams 

Introduction and Guidelines 

Adding a Team 

Video Quick Tip: Adding a Team 

Additional Resources: Creating Teams 

Advanced Settings 

Introduction and Guidelines 

Creating and Choosing the Default Rep 

Additional Resources: Advanced Settings 

Exam 

Exam Overview 

User Management Certification  Exam 1 of 2 

Training Survey 

Let us know what you think! 

Introduction 

Introduction  About this course 

Welcome to part one of Conversica’s User Management Certification! This two-part course is designed to cover everything you need to know to manage the Conversica users at your organization so that you and your team can work together in harmony. 

In this first course, you will learn how to: 

Add users 

Add custom profiles 

Add teams 

Create, choose, and edit a default rep 

Introduction  Welcome, Overview, and Eligibility 

Requirements 

Welcome 

Welcome to part one of Conversica’s User Management Certification! This two-part course is designed to provide you with the expertise needed to manage the Conversica users at your organization so that you and your team can work together in harmony. For the purpose of this course, “admin” will be defined as a user who has access to all of the features and tools in Conversica, and has the ability to manage other users and their access to Conversica. Overview 

This series is broken up into two parts. In this first course, you will learn all the basic tasks needed for getting started. The second course will go more in-depth on the ongoing maintenance of your users, profiles, and teams within Conversica. 

This course series includes a combination of written and video step-by-step guides to ensure you get a firm understanding of the functionality in the Users, Profiles & Teams settings in your dashboard. If possible, we recommend following along with each step for a more hands on learning experience. 

At the end of each course, there will be a brief, “open-book” exam covering the topics presented within the course. You will also be provided with a certificate that you can add to your Linkedin profile page to showcase your expertise in Conversica! 

Eligibility Requirements 

The following requirements outline eligibility to take and complete this series: 

User Management Permissions as a manager or administrator-level within Conversica 

At the completion of this program, you will be able to provide feedback to help us continually improve our offerings! 

Thank you and happy learning! 

Introduction  Key Conversica Terms 

Key Terms 

Prior to jumping into the certification program, let's take a moment to cover some of the commonly used words and phrases that you will encounter in future lessons. 

Introduction  Video Dashboard Tour: Users, Profiles, and Teams 

Introduction  Planning your Users, Profiles, and Teams 

Before getting started, plan out how you want to create your company's org in Conversica. Even creating something as simple as an excel sheet can keep you organized and make sure that future admins can remain consistent. Here are some simple planning steps and best practices to consider before you dive in. 

Now that you have planned how to set up your org, let’s walk through creating users. 

Creating Users 

Creating Users  Introduction and Guidelines 

As people come and go from your organization, it will be your responsibility as a Conversica admin to manage users. In your role, you have access to up-to-date information regarding your company’s team structure, role responsibilities as well as knowledge of employee movement. 

Luckily, Conversica makes user management easy! 

In this unit, you will learn about adding users. The second course of this series will dive deeper into the ongoing maintenance of your users within Conversica. Before we start, we’ll cover a number of our Guidelines to ensure successful user management. 

Guidelines for Managing Users 

While Conversica makes adding, editing, and deleting users easy, there are some guidelines to keep in mind when managing your users: 

Creating Users  Adding a User 

As your organization grows and hires more employees, your role as an admin makes you responsible for creating and providing these new users access to Conversica. The quicker you add your users, the sooner they can work their leads! 

This can be completed by logging into the Conversica Dashboard and following these steps: 1. From the navigation bar, click Settings  Users, Profiles & Teams. 

2. Navigate to Users on the left side menu and click Add. 

     3. Complete the user's Basic Settings by filling out the required fields, and anything additional you want to include. 

      4. For full descriptions of the fields and settings, see the table following these instructions titled User Field Descriptions. 

To customize the user's alerts, click Alert Settings and make your selections. 

     5. If the new user is an Admin or Manager that will supervise a team, Team Settings will appear. You can navigate to those settings to select which teams this user should manage. 

     6. Click Save. The user will receive a confirmation email to confirm their user profile. The confirmation email is valid for 14 days. 

User Field Descriptions 

Miscellaneous Settings 

Creating Users  Video Quick Tip: Adding a User 

Creating Users  Additional Resources: Creating Users Want to learn more? 

Here are some additional resources on creating users. Don’t forget, the Conversica Help Center is also here to help. With access to hundreds of articles right at your fingertips, your answer is just a quick search away! 

How to resend the New User Confirmation Email: 

This article explains how to quickly and easily resend a new user confirmation email if they didn't receive it. 

Alert Settings: This article explains how to adjust Alert Settings for your team in 

Conversica's dashboard. 

Add or Delete a User: This article explains how to add or delete users. 

Frequently Asked Questions: This article includes answers for frequently asked 

questions on Users, Profiles, and Teams. 

End User Credential Management 

End User Credential Management  Introduction and 

Guidelines 

As a Conversica admin, you will be responsible for assisting new and existing users in your Conversica dashboard with logging in for the first time and helping them through any password resets that may arise. 

Here are some guidelines to keep in mind when aiding end users with setting up and maintaining their Conversica login credentials. 

End User Credential Management  Password Reset and Login Assistance 

As an admin, you will be called upon to assist end users with accessing the dashboard with new credentials or resetting their passwords. This lesson will walk through various password reset and login scenarios you may encounter. 

Please note that users must create and reset their own passwords. Admins and managers cannot have access to user passwords. 

Unable to Log In to Conversica 

1. Navigate to the Conversica Dashboard login screen: 

https://my.conversica.com/site/login/ 

2. Click Login Problems? Reset Your Password. 

3. Enter your username or email and click Submit. 

      4. Check your email inbox for the "Conversica: Password Recovery" email and click on the Password Reset Link to reset your password. 

      5. Enter a new password, and click Update. 

Admin Support for a User That is Having Issues with Accessing the 

Dashboard 

When a new user is added to Conversica, they will receive an email from Conversica to verify the user. The new user will not be able to log in to Conversica until they are verified. If you are an admin you have the ability to verify users in your organization's dashboard. The following steps are useful when a new user needs to access the dashboard, but is unable to locate the user verification email that was sent to them. 

1. From the dashboard, click Settings  Users, Profiles & Teams. 

2. Search for the user who is having issues. 

a. If they are not in the dashboard, you will need to add them and give them access to the dashboard. Continue to the following section in this lesson to learn more. 

3. After locating the user, if the dashboard column says Pending, hover your cursor over their name where you should see the option to Verify. This means they have been 

granted access to the dashboard but have not set up their credentials. 

4. Confirm their email address is correct and then select Verify. 

5. This will effectively send an email to the user to set up their credentials. 

6. This email will be labele d “Welcome to Conversica”, have your rep check their email and set up their credentials. 

If you are still having issues with having reps accessing the dashboard after following these steps, please contact support. 

Already logged in and want to update your password? 

1. Hover over your name in the top right corner of the dashboard. 

2. Click Change Password. 

3. Enter a new password in the Password field & Confirm Password field. 

4. Click Change Password. 

You will be able to log in with your new password the next time you sign in to the dashboard. Too many failed login attempts? 

If you attempt to log into the dashboard with the wrong username and/or password too many times, your user account will be temporarily locked for 30 minutes. After 30 minutes you may attempt to reset your password. 

End User Credential Management  Additional Resources: End User Credential Management 

Want to learn more? 

Here are some additional resources. Don’t forget, the Conversica Help Center is also here to help. With access to hundreds of articles right at your fingertips, your answer is just a quick search away! 

Conversica Dashboard Registration for New Users: This article provides steps users need to take to confirm their information and register with Conversica. 

How to resend the New User Confirmation Email: 

This article explains how to quickly and easily resend a new user confirmation email if they didn't receive it. 

Reset your Password: This article walks through various password reset and login scenarios you may encounter. 

Creating Profiles 

Creating Profiles  Introduction and Guidelines 

As an admin, your task is to manage anywhere from a few to hundreds of users, and ensuring everyone has the correct permissions is a vital task. With User Profiles, it’s easy to efficiently manage your users by adding or removing permissions for all users associated with a given profile. 

Conversica comes with three unique Default User Roles to help with managing your users. Reps - can see and manage their own user settings, leads, and metrics 

Managers - can see and manage the user settings, leads, and metrics of themselves and any users assigned to a Team they manage 

Admins - can see and manage the user settings, leads, and metrics of all users in an account, as well as create, edit and delete users, teams, and custom profiles. 

While these Default User Roles cover a lot of territory in terms of employee responsibilities, what if you have a Team Leader who needs to be able to create new users? A Technical Admin who will not need access to lead or customer information? Or a Sales Rep that is currently serving as an interim manager? 

With custom Profiles, you can create unique and hybrid roles to fit any need within your organization. This removes any need for a single user swapping between multiple accounts with different permissions to work leads as well as manage other users. 

In this unit, you will learn how to create Profiles in Conversica and how this will affect your users. The second course of this series will dive deeper into managing your Profiles within Conversica. Before we jump into creating and managing custom profiles, let’s take a look at some of our suggested guidelines for effective profile management. 

Guidelines for Managing Profiles 

While Conversica makes adding, editing, and deleting users easy, there are some guidelines to keep in mind when managing your users: 

Creating Profiles  Adding a Custom Profile 

While it is suggested to utilize the Default User Profiles as often as possible, there are always cases that require the need for a custom profile. Your admin permissions allow you to make customizations to these default profiles so that every user has exactly the right visibility and permissions. 

For example, if your company has a number of employees performing both direct sales and managing a group of reps, or if you want to provide access for lead management but not allow a junior sales rep to see the team’s reporting. 

Creating custom profiles grants the flexibility to align your Conversica users functionally with the given needs of roles and permissions found at your company. 

From the Conversica Dashboard, follow these steps to create a custom profile: 

1. From the navigation bar, click Settings  Users, Profiles & Teams. 

2. Navigate to Profiles and click Add. 

     3. Select the default User Role that you would like to base the new profile on Rep, Manager, or Admin). 

     4. Name the Profile. 

5. Add or Remove permissions from Lead Management, Messaging, Conversations, and Settings. 

6. Click Save Changes. Your new Profile will be added immediately to your list of existing profiles and will be available for use with any new or current users. 

Creating Profiles  Video Quick Tip: Creating a Custom Profile 

Creating Profiles  Additional Resources: Creating Profiles

Want to learn more? 

Here are some additional resources on creating profiles. Don’t forget, the Conversica Help Center is also here to help. With access to hundreds of articles right at your fingertips, your answer is just a quick search away! 

Users, Profiles & Teams: Definitions: This article includes definitions on Users, Profiles & Teams. 

Sample Permissions: This article includes examples of some of the many ways in which a Profile can be customized to fit the needs of a given user or position. 

Custom User Profiles: This article includes more information on how to create custom user profiles. 

Create a New Profile: This article explains how to create a new profile. 

Editing User Profiles: This article explains how to edit user profiles. 

Frequently Asked Questions: This article includes answers for frequently asked 

questions on Users, Profiles, and Teams. 

Creating Teams 

Creating Teams  Introduction and Guidelines 

Teams help you organize users in a way that works for your business. Maybe your company uses teams to work certain leads or customers and you want to mirror that structure in the Conversica Dashboard. Or perhaps you have a team lead that only manages certain reps and they only need to see their data, not everyone else's. With teams, you have the control to organize reps based on your preference so you can easily manage leads, receive alerts, and clearly report on the performance for the team(s) that matter most to you. 

When considering Team management, keep in mind that only the Default Roles of Manager and Admin have built-in permissions for Teams. Reps can not add, edit or delete Teams in Conversica. The below chart highlights the differences between Default Roles: 

In this unit, we will show you how to create Teams in Conversica and how Teams will help you monitor your Team’s contacts as well as your reps’ performance. The second course of this series will dive deeper into managing your Team within Conversica. Before we examine these processes, please review these guidelines for managing Teams in Conversica. 

Guidelines for Managing Teams 

While Conversica makes it easy to add, edit and delete Teams, here are some guidelines to keep in mind: 

Creating Teams  Adding a Team 

From the Conversica Dashboard, follow these steps to create and add users to a Team: 1. From the navigation bar, click Settings  Users, Profiles & Teams. 

2. Locate and click the Add button next to Teams. 

3. Create a Team Name and select the name of the Assistant assigned to this Team’s leads. 

4. Provide a description of the Team describing the type of leads worked as well as the Team’s role in the organization. 

5. Populate the Team by selecting which Reps belong to this Team. 

6. Click Assign a New Manager to choose the manager(s) to oversee this Team. 7. Click Save Team. Your new Team will be added immediately and will be available for use with any new or current users.

Creating Teams  Video Quick Tip: Adding a Team 

Creating Teams  Additional Resources: Creating Teams Want to learn more? 

Here are some additional resources on creating teams. Don’t forget, the Conversica Help Center is also here to help. With access to hundreds of articles right at your fingertips, your answer is just a quick search away! 

Using Teams: This article reviews user permissions, managing alerts for teams you 

monitor, team views, and reporting. 

Weekly Team Performance Report: This article explains the report details and how to manage bulk alert settings for the Weekly Team Performance Report. 

Conversica Reporting: This article provides more details on a series of new reports that are available as part of an open beta testing period. 

Frequently Asked Questions: This article includes answers for frequently asked 

questions on Users, Profiles, and Teams. 

Advanced Settings 

Advanced Settings  Introduction and Guidelines 

An important function of being a Conversica Admin is to assign all of your contacts to the appropriate user. There’s always the chance something could be missed, contacts could be assigned to a rep that hasn’t yet been added to Conversica or the assigned rep’s user profile doesn’t have the necessary permissions to work contacts despite having them assigned in your integrated system. Even a simple misspelling or use of a nickname could lead to a disconnect between systems resulting in a contact being missed. 

Advanced Settings 

In the Advanced Settings of Users, Profiles & Teams, you can find your Default Rep settings. Consider your Default Rep “engagement insurance”. This user profile aids your unassigned leads by ensuring they are engaged by your Intelligent Virtual Assistant. 

When you select a Default Rep, we recommend one of the following options: 

Choose a single user with the current permission to work leads that will be responsible for working any unassigned leads that are submitted to Conversica, in addition to their assigned leads. 

Round Robin all unassigned leads into a rotation amongst active users. 

Create a generic user that is monitored by a manager. 

This flexibility allows your organization to choose what’s right for you. If you change your mind due to a change in company structure or personnel, you have the ability to update your Default Rep from the Advanced Settings. 

Default Rep Guidelines 

Advanced Settings  Creating and Choosing the Default Rep 

Your role as the admin will require you to choose the best option for a default rep in your Conversica instance. 

Editing the Default Rep 

If you need to edit your Default Rep settings, follow these steps: 

1. From the navigation bar, click Settings  Users, Profiles & Teams. 

2. Click Advanced Settings. 

3. Choose your new Default Rep or *Round Robin* from the dropdown. Any user with the ability to have leads assigned to them is eligible to be the Default Rep. 

4. Click Submit. 

Advanced Settings  Additional Resources: Advanced Settings 

Want to learn more? 

Here are some additional resources on default reps. Don’t forget, the Conversica Help Center is also here to help. With access to hundreds of articles right at your fingertips, your answer is just a quick search away! 

Default Rep: This article explains the role of a Default Rep and how to change it. How to resend the New User Confirmation Email: 

This article explains how to quickly and easily resend a new user confirmation email if they didn't receive it. 

Add or Delete a User: This article explains how to add or delete users. 

Exam 

Exam  Exam Overview 

You’ve read the lessons, watched the videos, and reviewed your materials… Now you're ready to take the first exam to become certified in User Management with Conversica! 

A few things to note: 

This exam covers several areas related to your role in user management at Conversica. This is designed to assess your knowledge and understanding related to a number of features that you will be expected to manage and their associated Guidelines. 

The exam requires a passing grade of 70%. If you do not pass the exam, you will be able to retake it at your earliest convenience. 

Depending on your level of understanding, this exam should take about 3060 minutes to complete. 

This is NOT a test of your memorization skills. We encourage you to use the resources available to you including: 

Conversica Help Center 

Conversica Academy 

You will receive your score immediately after you complete your exam. 

If you are unable to complete or pass this exam, we encourage you to use the references included in this course - and mentioned above - to study up and give it another go! 

Exam  User Management Certification  Exam 1 of 2 

User Management Certification  Exam 1 of 2 

This is the first exam to become certified in User Management with Conversica! This assessment will test your knowledge of the key features covered in the course. You'll receive your score immediately after you complete the exam. 

How many Default User Roles are available as standard profile types? 

* 

A. One 1 

B. Two 2 

C. Three 3 

D. Five 5 

Which of the following are considered Default User Roles? Choose all 

that apply) * 

A. Rep 

B. Team Lead 

C. Manager 

D. Technical Admin 

After adding a new user, how many days does your new user have to 

complete their confirmation and registration with Conversica? * 

A. 7 Days 

B. 14 Days 

C. 30 Days 

D. 90 Days 

True or False: Any user-profile with access to managing users can 

demote someone with an Admin profile. * 

A. True 

B. False 

Cassie was recently promoted to manager, one of the items she was 

told to be on the lookout for was the Weekly Team Performance 

Report. On what day of the week is this delivered to Managers and 

Admins? * 

A. Monday 

B. Tuesday 

C. Wednesday 

D. Thursday 

E. Friday 

Jerry was asked by his manager Enrique to update the Default Rep for 

their organization, where is the option found to change the Default 

Rep? * 

A. User Settings 

B. Overview 

C. Advanced Settings 

D. He has to contact his CSM at Conversica 

True or False: Only Reps will be assigned customers when Round 

Robin is selected as the Default Rep. * 

A. True 

B. False  

True or False: When adding a user to Conversica, you should be sure 

to use their personal email address to make sure they get their alerts 

right away. * 

A. True 

B. False 

How many teams is a Manager allowed to be assigned to in 

Conversica? * 

A. One 1 

B. Two 2 

C. Five 5 

D. Unlimited 

True or False: Updating the Default Messaging Name will only update 

the name used for the Default Rep. * 

A. True 

B. False 

Which of the Default User Roles have the ability to remove users from 

Teams? Choose all that apply) * 

A. Rep 

B. Manager 

C. Admin 

What are some of the Default Reps that Conversica suggests? 

(Choose all that apply) * 

A. Use the “Round Robin” option 

B. Create a generic rep with a generic email (i.e. info@domain.com) 

C. Use an existing rep 

Training Survey 

Training Survey  Let us know what you think! 

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