How to contact support & your training options

Support and Training
Clicktools offers a number of help and support options. This document outlines what these are so you know how you can learn about the application and what to do if you get stuck! Here are your options:



Search the Online Help Documentation
This is your first port of call and contains functional help for the whole application. It can be accessed 24/7/365 by clicking the ‘Help’ link in the top right hand corner of the application:



Use the Contents menu to navigate around, or click on the ‘Search’ tab, type a topic into the text box and hit ‘Go’. Related search results will show as a list to the right of your search topic.



Ask Our Support Team a Question
Our application support team is on hand to answer any of your technical questions. The level of support you have will determine your options for contacting us and how we prioritise cases:


*With our very best endeavours and under reasonable circumstances, but some things can take longer!

For basic support, the quickest way to raise a support ticket is via the ‘Still need help’ link in the online help:



This takes you to a form where you can provide details of your question or problem and get a support ticket raised for you automatically the moment you submit the form (if you didn’t guess, the form is all built and managed using Clicktools). You can also email support@clicktools.com - once we receive your email, it will go into a queue where an agent will raise the case for you with the details you provide.

In addition to this, Premium support customers will be provided with a dedicated phone number and named contact.



Attend a Web-based Training Session
Led by a Clicktools instructor, these free to attend sessions are perfect for new Users or as a refresher course and are designed to demonstrate essential Clicktools skills without taking you away from your desk. The web-based sessions incur no travel costs and each session only takes up to an hour of your time. Web sessions are run on a Regular schedule as detailed below:



To join any of the sessions, email us at training@clicktools.com



Session Outline

Building surveys
How to build web based surveys, forms and landing pages:

• Creating a new surveys from scratch
• Adding question content and the three key survey elements
• Adding question for automatic answering
• Editing and managing survey content
• Question conditions, piping, formatting tools, adding content from Word
• Creating a branded look and feel template
• Creating and testing a live survey instance

Duration: 1 hour approx.
Who should attend: New Users at Architect or Principle level

Deploying surveys using Clicktools
How to deploy web based surveys forms and landing pages form Clicktools:

• Uploading and managing contact lists
• Creating and managing participant lists
• Creating and editing deployment templates
• Anonymous surveys using a generic link
• Deploying surveys to Clicktools contacts
• Automatically answering questions using annotated URLs

Duration: 1 hour.
Who should attend: Users at Organiser level or above looking to deploy and manage surveys

Analysing Results in Clicktools
Looking at results for a survey instance:

• Viewing results
• Segmenting data using date, respondent and question filtering
• Cross-tabbing question results
• Exporting data and publishing results
• Set-up options

Duration: 1 hour.
Who should attend: Users at User level or above

Salesforce Connector

Integrating Clicktools with your Salesforce CRM environment

• Integration overview
• Setting up surveys to allow integration with Salesforce
• Mapping survey data to your Salesforce environment
• Setting up deployment templates with annotated URLs and merge variables
• Deployment of surveys using Ct4ae deployment wizard and communication templates
• Managing synchronization

Duration: 1 hour.
Who should attend: Users at Organiser level or above looking to integrate Clicktools with Salesforce
Suggested prerequisites: Attendees should be familiar with Salesforce including setting up custom objects and fields, creating communication templates, building custom reports, Salesforce IDs and using the key features of Salesforce. Attendees should also be comfortable with the Clicktools application specifically editing survey content.



On-site Training
On-site training involves a Clicktools trainer visiting your work-place to cover Clicktools functionality and specific applications of Clicktools relevant to your organisation. In an in-house setting, Clicktools training has a real hands-on approach and is a great way to "kick-start" a new project by giving participants immediate, directly-relevant experience using Clicktools. Training courses can be tailored to meet your specific needs.

Please contact us to discuss your on-site training requirements via email - sales@clicktools.com