Trusted Advisor User Guide. inty CASCADE v 2.9.0

Transcription

1 Trusted Advisor User Guide inty CASCADE v 2.9.0

2 Table of Contents 1. Overview Logging in to inty CASCADE Forgotten Password Password Complexity Home Page Navigation Menu Navigation Bar Results Paging Filtering Results Using inty CASCADE as a Trusted Advisor Product Selections and Limitations Product Stores Creating a Product Store Customer Invitation Pending Customers Recommendations and Customer Management View Customer List View Customer Details Recommendations View Recommendations Manage Customers via delegated admin permission User Management View Users View User Details Add a New User Delete a User Notifications Reports Usage Report User Subscriptions Appendix- inty CASCADE Self-Sign Up Customer Guide Introduction... 1

3 2. Receiving Invite Confirmation of the Products in your Order Product Parameters Company Details Account Details Contact Details Address Details Your Security Questions Payment Details Credit/ Debit Card Direct Debit Paperless Direct Debit Direct Debit Download Checkout Order Confirmation Verification Signing in to the CASCADE Management Portal Overview inty CASCADE allows you to manage your customers and their services from a single, easy-to-use interface. As a Trusted Advisor, you can perform management tasks such as inviting new customers and adding new services for these customers. inty CASCADE also allows you to perform tasks on behalf of your customers to provide enhanced levels of support. 2. Logging in to inty CASCADE inty CASCADE can be accessed via the following URL: On first accessing the URL above, the login screen will be displayed. To gain access to the system, enter your login details.

4 Enter the address and Password supplied. Click Sign in. If login fails, an error message will be displayed. Correct any invalid data and re-submit. On your initial login, you will be asked to set and complete two security questions that will allow you to reset your password.

5 2.1 Forgotten Password If you have forgotten your password, you can reset it by clicking on Forgotten your password? Doing this will bring up a pop-up box where you can enter your address: Once entered a new pop up will appear, asking you to answer your two security questions:

6 If correctly answered, the following pop up will appear allowing you to reset your password: Should you incorrectly answer the security questions three times in succession, your account will be locked and a pop up will ask you to contact your system administrator who will then reset your password for you. If login is successful the Home Page will be displayed. 2.2 Password Complexity All passwords entered onto the system must conform to a set of password complexity rules. The rules can be viewed when the Password field is selected or by mouse-hovering over the? Help icon to the right of the Password field.

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8 3. Home Page On successfully logging in to inty CASCADE, the Home page will be displayed. This will show all the products available to you to offer to your Customers. You can return to the Home page at any point by selecting the Home menu item or the Home navigation link. Selecting the Details button shows details of the product and any portal URLs and documents valid for that product.

9 4. Navigation Use either the Menu or the Navigation Bar to navigate around inty CASCADE. 4.1 Menu The menu is always displayed to the left hand side of the screen to allow easy navigation of the portal. Notes: The menu is contextual and will vary depending on whether you are carrying out tasks at the Trusted Advisor, Customer or User level. 4.2 Navigation Bar A navigation bar is located near the top of the screen. This keeps track of where you are in the portal and allows you to navigate back to any of the previous screens associated with your current task by clicking on any of the links displayed.

10 4.3 Results Paging Throughout CASCADE, lists may be shown. This includes the Customers, and Users screens. If multiple pages of results are returned, use the page navigation at the bottom of the list to: View the first page, last page, next page or previous page Enter the number of a specific page to view. 4.4 Filtering Results To filter these lists or to search for a specific Customer or User, use the Search Box on the appropriate page.

11 Enter a keyword to match against in the Search Box. Click Go. A filtered list of results will then be displayed, depending on your search query and the page in which you have entered it. 5. Using inty CASCADE as a Trusted Advisor 5.1 Product Selections and Limitations Mandatory Products The products you have available to offer to your Customers are visible on the Home Page. These are the products as per your price list. NOTE: There are certain relationships between products which impose limitations on what can and must be ordered together. Mandatory Mandatory Option Optional Certain products MUST be sold together A mandatory restriction exists, however there is a range of options Products may be ordered together i.e. they are complementary For more information on restrictions please contact your account manager, the support team or the additional supporting materials.

12 5.2 Product Stores Product Stores are accessed from the left menu by clicking on Stores. Product stores serve two core purposes: Restrict customer view of available products When a customer is invited to purchase services, they will see the products you recommend prepopulated in their basket but will also see by default, all of your available products. If you create a store and use it as part of the invitation process, then the customer will only see those products available in that particular store and not your entire product range. Repeatable and simplified product offering selection Product stores allow you to create standard product offerings, allowing you to offer this restricted selection to multiple customers without the need to pick the constituent products from your product range each time. This may prove particularly useful where there are mandatory product options/combinations Creating a Product Store Click Add new on the left navigation menu under Stores. Drag and drop your chosen products into the area under My Store. Give your Store a Name and a Description. Click Submit when finished.

13 Your Store will then appear when you click on the Stores or View all link on the left. NOTE: At this time, when viewing Stores, the Name, Description and Product count is visible but they cannot be edited or deleted. The content of a store can be viewed by clicking on it. It is therefore recommended to provide a meaningful name and description. These details are NOT visible to customers.

14 You are now ready to invite a Customer to buy the selected products from your store. 5.3 Customer Invitation You are able to invite Customers to purchase products from their full product selection or a specific Store. Click Invite under Customers on the left navigation menu. You are now on Invite a customer page. All products as default will be available to the customer to add as they wish. (Note: Greyed product tiles mean that the product is incompatible with other selections you have made). To add products to your customer invite: Locate the product you wish to order. You can restrict the view of the products shown by using the Product categories on the left navigation menu. Once you have located your product you will need to set the desired quantity of licenses you wish to order; you can do this by clicking the + icon.

15 NOTE: Each product in this Invite a customer area has a Required tick box ticking this box makes the item mandatory for the customer to purchase and they will not be able to remove it from their basket. The Licence Count field, which is product appropriate, sets the suggested licence count if the Required tick box is left unchecked, or mandatory licence count if it is checked. Click Add to invitation. You can add an Order Reference as well as other additional details if you wish. To do this, click Edit additional customer details (situated under Customer address).

16 Input the Customer address which you would like the invite sending too. Click Send Invitation to complete the invitation. Upon success, Invitation was sent successfully will appear or upon failure, an error message detailing the incorrect elements will be displayed. Note: A copy of the Customer Self-Signup Guide is in the Appendix of this document Pending Customers A list of the current invitation s that you have sent out will be available to view by selecting View all under the Customer heading in the left hand menu, and then selecting the Pending Customers option.

17 There are 3 different stages the customer will appear in in this window depending on where they are with the sign up process: Invited: The customer has been sent the initial , but has not clicked through to the sign up page. Signup started: The customer has received the initial and has clicked through and started the signup processes. Pending verification: The customer has completed the steps in the signup process but has yet to confirm their address. Holding the cursor over the customers address will show a summary of the order that that invitation was in regards to. Resend Use this if you want to send the customer another , or to change the address to send the invitation to. If the customer is either in the 'Invited' or 'Sign up Aborted' states, the invitation will be resent. If the customer is in the 'Pending verification' state then another verification will be sent. A pop-up will then appear asking you to specify the address you want to resend the invitation to.

18 Deleting Invitation: Alternatively if the customer no longer wishes to sign up then you can cancel the invitation from the portal by clicking the Delete button associated with the relevant invite. Deleting the customer invitation will remove the invitation from the system. Any customer that either starts the invite or is currently halfway through an invite that is deleted will be unavailable to complete the sign up process if their invitation is deleted. 5.4 Recommendations and Customer Management The Customers area allows customer management related tasks to be performed including the following: View Customers - View a list of all your customers on the system. This also provides search facilities for locating a particular customer. View Customer Details - View the details of a specific customer. Recommend additional Products - This feature enables you to upsell additional products to your existing customers. Recommend licence increases or product upgrades - Manage your customers product subscriptions, with them only required to Accept or Decline your changes. View Pending Recommendation View recommendations that you have made to the customer that have not yet been accepted. 5.5 View Customer List To view a list of all your customers registered on the system select View all from the Customers menu item. The Customers List screen will then be displayed with a list of all customers as follows:

19 Notes: Multiple pages of customers may be returned. 10 customers are displayed per page. You can also use the search function to find a customer account. There is also a section for Pending Customers (see Pending Customers) 5.6 View Customer Details To view the details of a customer: View the Customer List page (see View all Customers for more information). Locate the customer to view from the list (enter search criteria if required). Click anywhere on the customer row (it will be highlighted in grey when eligible for selection).

20 The Customer Details screen is then displayed as follows: Primary Domain is the domain entered for the customer.

21 Reference is the unique Customer reference. Enabled indicated whether or not the customer is currently enabled on the system. 5.7 Recommendations From the Customer Details screen you can perform two tasks related to Recommendations: Recommend New Products View Recommendations This feature is used to upsell additional products to your existing customers and uses the same familiar interface as Stores. Clicking on this link will load the following screen: Product Selection Allows you to restrict the view of products down to the contents of one of your pre-existing Stores. Available Products A view of all the products you can recommend to this customer. This may have been restricted by your selection of a store. Products can be added to a recommendation by either clicking on the Add button or dragging its product tile into the Recommended Products section.

22 Recommended Products A view of all the products you have selected to recommend to this customer. Here you must set the licence count for each product prior to sending the Recommendation. By selecting which products you wish to recommend, adding them to the Recommended Products section, setting the licence requirements and clicking Next, an is sent to your customer detailing the recommendation you have created. Once the user follows the link in the and logs into inty CASCADE, they are presented with a screen showing the recommendations which are currently waiting on their acceptance or rejection. Once accepted, the recommendation will automatically be provisioned. If the recommendation is rejected, it will simply be removed from the customer s recommendations list and will log as being rejected View Recommendations As a Trusted Advisor you can view your customer s recommendations which are currently waiting to be accepted or rejected, by clicking on the View Recommendations link: This brings up a screen which is identical to what the customers sees, without the Accept or Reject buttons:

23 6. Manage Customers via delegated admin permission Enter customer of agents have the ability to authorise their agents to manage their account; provision services, increase licenses etc. Customers who wish to do this must sign updated terms and conditions to authorise their agent to administer their account. To enable agent management NOTE: these steps can only be performed by the end customer s administrator. You should advise your customer to complete the following steps should they wish to delegate administrative permission to you as their agent. 1. Log into the customer s account using the administrator username and password. This will be in the form of: admin@[primarydomainoncascade] 2. Select My Account located in the top right of the screen. 3. Select Edit 4. Scroll down to the bottom and tick both the Allow Agent Management and I have read and agree to the terms & conditions tick boxes. NOTE: click the terms & conditions link to display them. 5. Click the Submit button 6. The following confirmation message should appear

24 Administering managed customers When viewing the customer details within CASCADE the Agent Managed value will now be set to Yes. As an agent you can now perform all administrative functions normally available to the end customer. You can also bypass the recommendation functionality by creating orders for new services directly using the Create Order link displayed when viewing the customer details page. Customers who have enabled the Agent Managed flag will show an edit link when the agent views all customers within CASCADE: Removing Agent Management as an agent Agents or end customers can remove the permission for agents to manage them via CASCADE. To disable the agent management function: 1. Log into CASCADE using your agent credentials 2. Select View all from the customers menu 3. Click the edit button next to the customer account 4. Scroll down and un-tick the Allow Agent Management tick box. 5. Ensure you tick to accept the terms & conditions 6. Click Submit

25 7. A confirmation message will appear 7. User Management The Users area allows user related tasks to be performed. This includes the following: View Users view a list of all users belonging to your own account. This can also be used to search for a specific User on the system. View User Details view the details of a specific User. Add a New User add a new User at the Trusted Advisor level. Edit an Existing User update the details of an existing User. Delete a User delete a User from the system. 7.1 View Users To view all users, select View all from the Users menu item. The User List page will then be displayed:

26 7.2 View User Details To view the details for a particular User: Go to the User List view (see View Users for more details). Locate the required user in the list (enter search criteria if required). Click anywhere on the user row. The User Details screen will then be displayed:

27 Roles- Lists which roles the User belongs to; Trusted Advisor Users all belong to the Agent role. Is active specifies whether the user is currently enabled on the system. Address- This is the User s logon address for the Cascade portal. Edit This links to the User Edit screen to allow the user s details to be updated.

28 7.3 Add a New User To add a new user select Add new from the Users menu item. The Add a new User screen is displayed: Enter the required details: First Name / Last Name (required) this is the user s full name. address (required) this is the user s address. This is used when logging in to the system. Password (required) this is the password for the user. A password is automatically generated by the system but may be updated by the operator. Any password entered must conform to the Password Complexity rules. If you manually enter a password the security requirements will automatically update to tell you if you have not currently met one of the requirements.

29 Reference - Each user can be given their own reference, or multiple users the same reference to help identify them when producing reports. (See section 8.2) Click Submit. If any of the details entered are invalid, a summary will be displayed. Correct the invalid data and resubmit. If there is a mandatory service set up for this customer, there must be at least one additional license available. If the user is successfully created, the User screen will be displayed with a User added successfully message.

30 7.4 Delete a User To delete a user click the Delete button within the Edit User screen. A confirmation dialogue is displayed to ensure that the deletion was intended: User Edit page with Confirm Deletion dialog box displayed. Click Confirm (OR Cancel to abort the delete). If the User is successfully deleted, the User List will be displayed with a User <username> deleted successfully message. The User will no longer appear in the list.

31 Notes: The Customer s default Administrator cannot be deleted. A User cannot delete themselves. 8. Notifications inty CASCADE sends out a number of notifications, which can be customised, based on event triggers. Such triggers are: A subscription is successfully provisioned. A subscription fails to be provisioned. A user is created or user details are requested. A customer is created or customer details are requested. A Recommendation for a Product/ Licence increase has been made. By default these notifications are prefilled upon the creation of any account. To customise the notifications, choose Manage from the Notifications menu and select the type of notification you wish to customise.

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33 Information that can typically be customised for a given Notification type can be seen below: Recipients allows the specification of your organisation s recipients for subscription provisioning success and failure s. If more than one recipient is required, each address should be separated by a semi-colon (;). Customers can also specify the recipients of these notifications. If you would like to prevent customers from receiving these notifications see Send To. From Address the address which the notification is sent from. From Name the friendly plain text name of the notifications sender. Reply To the address to which the recipient of a notification should reply. Subject the subject line of the notification. Recipients specifies if subscription provisioned success and failure s should be sent to the recipients specified by you, your customers, or both.

34 Body the main content of the notification. The body can contain any of the placeholders in the Placeholders list. The placeholder will be automatically substituted with the pertinent data when the notification is sent. In order to insert a placeholder, click in the Body where the placeholder should be inserted and then single left click the desired placeholder. Alternatively, the placeholder can be typed directly into the Body. Once you have composed the customised notification, it can be previewed by sending a test mail. Once you are happy that the notification appears as desired, click Save to complete the customisation. Alternatively, click Back to make further changes. 9. Reports 9.1 Usage Report The Usage Report area allows the Trusted Advisor to download usage information for their customers. The usage information is downloaded for a particular date range in CSV format. Select Usage Information from the navigation menu. Select a Start Date. Select an End Date

35 Click 'Download CSV' to view the usage information. The option to download or open the CSV will be presented. The CSV file will contain the following data: 9.2 User Subscriptions The User subscription report allows Trusted Advisors to show all of the users for a customer and which services each of those users has been assigned. The report automatically exports as a csv to your computer and will contain the following information:

36 10. Appendix- inty CASCADE Self-Sign Up Customer Guide 2.5 Customer Self-Sign Up Guide inty CASCADE v 2.9.0

37 Table of Contents 1. Introduction Receiving Invite Confirmation of the Products in your Order Product Parameters Company Details Account Details Contact Details Address Details Your Security Questions Payment Details Credit/ Debit Card Direct Debit Paperless Direct Debit Direct Debit Download Checkout Order Confirmation Verification Signing in to the CASCADE Management Portal... 13

38 inty CASCADE Trusted Advisor User Guide v Introduction This document will guide you through the inty CASCADE Customer Self-signup process to order the products that have been recommended to you by your Trusted Advisor. Firstly, you will receive an invitation with a bespoke link to inty CASCADE that you need to access to complete your order. The sign up process in inty CASCADE will guide you through the following stages:- 1. Confirmation of the products in your order. 2. Entering your contact details, including:- a. Contact address b. Domain - based on this domain we will assign an address that you will use to sign in to inty CASCADE. c. inty CASCADE password defined by you. 3. Signing the inty CASCADE EULA and each product s terms and conditions. 4. Providing payment details. (Please have your payment details ready) 5. Confirmation of your order. a. Your inty CASCADE account login address will be displayed in the Order summary screen. You will require these credentials along with your password to login to inty CASCADE. P a g e 1

39 inty CASCADE Trusted Advisor User Guide v Receiving Invite You will receive an from inty CASCADE inviting you to complete your order: Clicking the link within the will take you to your order within inty CASCADE: Navigation at the top of the screen will show you where in the order confirmation process you are currently: Note: If you do not receive this then please contact your Trusted Advisor who will be able to resend the invitation to you. P a g e 2

40 inty CASCADE Trusted Advisor User Guide v Confirmation of the Products in your Order After clicking on the link, you will see the screen showing the products you are ordering in My Basket: Click Change my order if you wish to add additional products to your basket. If you do not need to add additional products click Proceed with sign up process. 3.1 Product Parameters If you have selected a Mail relay program such as MailDefender or Symantec.cloud you might be asked to enter a destination server address before you can progress: P a g e 3

41 inty CASCADE Trusted Advisor User Guide v Note: If you don t know where you wish for this to be relayed yet we would suggest entering which will queue your mail until you know where you would like for us to relay the s. Click on Next and you will see the Customer Details screen. 4. Company Details You need to fill in all required fields, which are indicated by *. P a g e 4

42 inty CASCADE Trusted Advisor User Guide v Account Details The Username and Password in Account Details will be your sign in details to the inty CASCADE Management Portal: Domain. This domain will form part of your address e.g. administrator@domain.com; If you do not have a domain, you can choose to skip this by clicking the I do not have a domain tickbox. This will assign you an.oncascade.com domain based on your organization name. You will need to verify the ownership of any genuine domain if you are ordering products which will not work without a Domain. Username. This is an address and Login that will be automatically generated by CASCADE, based on the above domain. You need this to sign in to CASCADE and all services/products that you are ordering. Note that you will be created as an administrator user. Password. The Password field is auto-populated with a random password which satisfies the password complexity requirements; 8 to 16 characters, no spaces, at least 2 lower case characters, 2 upper case characters and 1 numeric character, not containing the user s account name and not containing parts of the user s full name exceeding two consecutive characters. Confirm Password. You are required here to re-enter your password as entered above, this is to confirm the intention of using the chosen password. If you do not want an automatically generated password then you can create your own password which needs to comply with the Security Requirements displayed once you click on the Generate Password field. P a g e 5

43 inty CASCADE Trusted Advisor User Guide v Contact Details Contact First Name / Last Name. Should be the name of the User being added. Address. The address should be the primary address which is used by the administrator of this account. This address will receive copies of every notification sent out by CASCADE. Note: This is the address we will use to send the verification needed to complete sign up. (See section 7.1) 4.3 Address Details Please fill in with your business s address details. P a g e 6

44 inty CASCADE Trusted Advisor User Guide v Your Security Questions To enable you to recover a forgotten password, you must set two security questions. Select a question from the drop down menu and then provide an answer to the question in the field below. Once both questions have been selected and an answer provided, click the Submit button. If an answer field is left blank and Submit is clicked, a message will be displayed informing you that the specified question must be answered. When you have provided all details, click on the Next button to go to the Checkout and sign the Terms & Conditions. 5. Payment Details As a customer of an inty Trusted Advisor you have three payment options available: Credit Card Paperless Direct Debit Paper-based Direct Debit (requires a Direct Debit form to be printed) On the Payment Options screen these show as only two options with Paper-based Direct Debit being an alternative option from the Direct Debit payment selection. P a g e 7

45 inty CASCADE Trusted Advisor User Guide v Credit/ Debit Card Selecting Credit Card will bring up a screen summarising your purchase information. Below this you are required to enter in your card details before clicking continue. Note: Accepted cards are also listed at the bottom. P a g e 8

46 inty CASCADE Trusted Advisor User Guide v Direct Debit Selecting Direct Debit will bring up two initial screening questions; answering No to either of these questions will mean that the Paperless Direct Debit payment option is not available to you Paperless Direct Debit If you answered yes to both the previous questions, Paperless Direct Debit is available to you and you will be forwarded to an Online Direct Debit page. You will then need to fill in your bank account details and click next in order to progress to the checkout. P a g e 9

47 inty CASCADE Trusted Advisor User Guide v Note: At the bottom it gives you the opportunity to fill out and sign a paper Direct Debit Instruction rather than the online Direct Debit if this is your preferred option Direct Debit Download If you have selected No for either or both options on the Paying by Direct Debit screen (see section 5.2), Paperless Direct Debit is not available to you and you will be forwarded to a page where you can download a Direct Debit Mandate. To complete your purchase, please download the Direct Debit Mandate. Please complete and return to us at the address shown on the form. Please note, that we will disable your services if we have not received the form within 14 working days. For details of the Direct Debit guarantee please refer to the Direct Debit mandate. After downloading the Direct Debit Mandate you will then be asked to acknowledge you have downloaded the form and that you have read the instructions on this page. Select this box and then click Next to proceed to checkout. 6. Checkout The Checkout page will detail the products purchased, their quantity and a breakdown of the pricing each month (or one-off charge). You will also see a summary of the Company Details from the previous section. Please confirm that all of the details are correct before continuing. P a g e 10

48 inty CASCADE Trusted Advisor User Guide v Before you can proceed you will need to accept the Terms & Conditions. Details of the terms and conditions can be seen by clicking on the terms & conditions. You also have the option to grant permission for your agent to manage your account on your behalf. P a g e 11

49 inty CASCADE Trusted Advisor User Guide v Order Confirmation You will then see a summary of your order, and all the details you entered as part of the order process. You can also print this page to keep for your reference. From here it will send a Verification to the address provided by yourself in the contact details section earlier. (See section 4.2) If you do not receive this then there is also an option to resend the by clicking here ; see screenshot above. 7.1 Verification You will be required to click on the link provided by this before the account can be accessed. P a g e 12

50 inty CASCADE Trusted Advisor User Guide v You will then be able to log into the CASCADE Management Portal to manage your products by using the username and password you supplied (see section 4.1). Note: If you do not receive the verification or have no access to the address that the address was sent to then your Trusted Advisor will be able to resend this to you. 8. Signing in to the CASCADE Management Portal The sign in screen will be displayed. You need to enter your sign in details. Enter your address and Password. address will be in format administrator@[domain]. Click Sign in. P a g e 13

51 inty CASCADE Trusted Advisor User Guide v If sign in fails, an error message will be displayed. Correct any invalid data and re-submit. If you have forgotten your password you can use the Forgotten your Password link on the sign in page. When you log in to CASCADE you can see the products you have ordered: You can see the provisioning status of your products by clicking on the Services link on the left hand side: P a g e 14

52 inty CASCADE Trusted Advisor User Guide v Please refer to each product s guide that will explain any additional steps you need to follow in order to start using those products. You can access this by clicking on Products on the left hand side, then by clicking on the Details button on the product tiles: P a g e 15

53 inty CASCADE Trusted Advisor User Guide v For the additional actions available on CASCADE using links on the left hand menu and Settings in the top right corner please refer to the inty CASCADE Customer Administrator Guide. To Sign out, click on the link at the top right hand corner: P a g e 16