Admin Portal

The BrightReps Admin Portal is your one-stop-shop to setup and manage your team on BrightReps Sidekick™.

welcome screen

Manage Company

Manage Company is where you can view and edit your company settings, billing and manage users.  From the portal home page, click the Manage Company icon.

Company Settings

Company Settings is where you can edit your company information and settings including the Company Name and plan option.Company Settings

Company Name

Edit your Company Name.  This name will display within Sidekick and the Admin Portal and can be referenced as a dynamic variable on automated steps.

Select Your Plan

Select which plan you want your company to use. 

  • Free – All the features of Sidekick with no integrations.
  • Integrated – All the features of Sidekick including a library of integrations including ShipStation, Shopify, Arena, and Easy Post at $20 per user per month.
  • Enterprise – All the features of Sidekick, including Integrations, as well as access to our premium features such as Account Manager, Rep Console and Custom Integrations at $49 per user per month.

Billing

The billing page provides a full list of your company billing history on BrightReps including user licenses and transactional billing such as shipping labels.

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Manage Team

Manage Team is where you can view and edit a roster of all users for your organization.  To edit a particular user, select the blue edit icon next to the user name.  This will allow you to edit both the user role and status.

MangageTeam

Role

The user role defines their permissions.

  • Employee – limited to using Sidekick and editing their own profile information.
  • Admin – full permissions on the Admin portal to setup your company instance including editing flows on Flow Builder, entering credentials in the Integrations Lab, and managing your team on the Manage Team page.
Status

This defines user status, which can be either set to Active or Inactive.

  • Active status indicates a user is able to log in and perform actions based on assigned role privilages.
  • Inactive status indicates that a user is no longer able to log-in. This allows admins to deactivate users once they leave the organization while still maintaining a record of their legacy activity and user information. 

Flow Builder

The Flow Builder is where admins manage and setup process flows to be used within BrightReps Sidekick™. 

Flow Manager Page

From the portal home page, click the Flow Builder icon to access the Flow Manager page where you can create, edit, and organize your categories and flows.

FlowManagerTutorial

Category

A Category allows you to group and organize flows in a logical way for easier navigation (e.g. Billing, Returns, Quality, etc.) and is indicated by a blue header on the Flow Manager page.

To add a category, click the “+ folder” icon at the top of the page.

To edit a category, click the “Edit” icon next to the Category name. On the edit screen you can edit the Category Name or delete the Category.

Flows

 A Flow is a process flow (e.g. Question About Bill) that is made up of steps.  Flows are assigned to a Category for easier navigation.

To add a flow to a category, simply click the “+ flow” icon next to the Category you wish to add a flow.  

To edit a Flow, click the “Edit” icon next to the Flow name.  On the edit screen you can edit the Flow Name and Description duplicate or delete the Flow.

You can re-arrange flows both within a category and to a different category by dragging and dropping. 

To select a flow to build on the Flow Builder page either double-click or select the right arrow icon next to the Flow name.

Flow Builder Page

Once you select a flow you are then routed to the Flow Builder page to build or edit that flow.  From this page you can add and re-arrange steps on the left and view a visual rendering of your flow on the right.

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Steps

Steps are the individual steps in a Flow (e.g. Retrieve return shipping label from ShipStation). On the steps screen you can add, re-order, edit, duplicate and remove the steps in a Flow.

Step Types

Step types are the different types of steps you can add, and these can be found, selected and configured by clicking the ‘+’ (Add new step type) icon in your Flow Builder page.  These step types range from simple rich text steps to powerful integrated steps for a specific function within a third party application (e.g. Generate a replacement order on Shopify, create a shipping label on ShipStation, etc.). 

  • Enabled step types will appear as white and selectable
  • Disabled step types will show as gray and non-selectable. 
  • Integrated step types will show with a colored logo and non-integrated step types will show as a black logo. In order to enable integrated step types you must first upgrade to the “Integrated” or “Enterprise” plan and then setup your chosen integrations by entering the required credentials in the Integrations Lab.
  • Non-integrated step types will show as a a black logo

StepTypePopover

Rich Text

Rich Text steps provide free form text fields to provide instructions to reps (text, bullet/number lists, images, hyperlinks, etc.).

These are great for steps with company specific policy information or instructions that don’t involve integrations or templated responses.  As an admin you can define the Title (how it will show in collapsed view in Sidekick and on the flow summary) and Description (free form rich text instructions).

Add Comment

Add Comment steps will populate the response field in your support CRM with a defined templated response.

These are great for automating responses to the customer or adding internal comments that have a consistent format.  As an admin you can define the Title (how it will show in collapsed view in Sidekick and on the flow summary) and response template.  The response can contain both static and dynamic variables.  To insert a dynamic variable, click the + icon and select from the available dynamic variable options on the dropdown.

Update Fields

Update Fields step will auto-populate fields on the CRM ticket / case with configurable values. This step type is helpful for automatically assigning attributes to the ticket based on the flow being used and can replace manual or macro-based processes for populating ticket data throughout the lifecycle of the ticket.

The configuration for this step type provides a table with the different ticket fields in the left column and to configure simply enter the desired text in the right column for each field you want to populate. 

CRMUpdateConfig

Verify Customer Info

The Verify Customer Info step provides a one-time validation of the customer information (Name, Email, Address) that can be used by all subsequent steps in that flow.  For example, once this information is verified all other step types (ShipStation, CRM Comment, Shopify, Arena, etc.) that use name, email, or address will use the verified information from this step rather than requiring the user in Sidekick to update or re-verify the information in each step.

As an admin you can define which info (name, email, or address), if any, you want to exclude from validating in that step.

Decision Trees

Decision Tree steps provide a branching of the process based on a decision by the user (e.g. Is order shipped?-  If “Yes” then follow these steps.  If “No” then follow these steps).

As an admin you can define the Title (e.g. Is order shipped?) and the two options that will determine the branches (e.g. Yes or No) in Decision Label 1 and Decision Label 2.

In addition to defining the Title and Decision Labels an admin must define subsequent steps for each selection.  To define the steps for a specific branch you must first select the decision option, at which point you can then view, add, edit and re-order the steps below that branch.

Arena Create Quality Process

The Arena: Create Quality Process step is an integrated step that allows the Sidekick user to create a Quality Process in Arena and populate it by mapping CRM and Arena field values.  To enable this step type you must be on the Integrated plan and also have the Arena integration setup in the Integrations Lab.

As an admin you must first define the Process Template (e.g. NCMR).  This will render a table of all the values specific to that template in your Arena instance on the left and CRM ticket / case values specific to your CRM instance on the right.   To map values simply select on the right the CRM value you wish to map to the corresponding Arena field on the left.  If you don’t wish to map a value, you can leave that field as blank.

Quality Process Templtate

ShipStation Search Orders

The ShipStation: Search Orders step is an integrated step that allows the Sidekick user to search for orders over a range of time.  To enable this step type you must be on the Integrated plan and also have the ShipStation integration setup in the Integrations Lab.

As an admin you can define the default date range to search. 

  • Trailing Start Days  –  number of days before the current date to start the search
  • Trailing End Days –  number of days before the current date to end the search

While this step will run a search using the default date ranges defined, the sidekick user can always update this date range when using this step type.

ShipStation Search Shipments

The ShipStation: Search Shipments step is an integrated step that allows the Sidekick user to search for shipments over a range of time.  To enable this step type you must be on the Integrated plan and also have the ShipStation integration setup in the Integrations Lab.

As an admin you can define the default date range to search.

  • Trailing Start Days  –  number of days before the current date to start the search
  • Trailing End Days –  number of days before the current date to end the search

While this step will run a search using the default date ranges defined, the sidekick user can always update this date range when using this step type.

ShipStation Create Label

The ShipStation: Create Label step is an integrated step type that allows the Sidekick user to generate a shipping label using their ShipStation account.

To enable this step type you must be on the Integrated plan and also have the integration setup in the Integrations Lab.

As an admin you can define the specified shipping information to use by default including:

  • Ship From
  • Ship To
  • Shipment Details (size, weight, carrier, etc.)
EasyPost Search Shipments

EasyPost Search Shipments is an integrated step that allows the Sidekick user to search for shipments over a range of time on EasyPost.  To enable this step type you must be on the Integrated plan and also have the EasyPost integration setup in the Integrations Lab.

As an admin you can define the default date range to search.

  • Trailing Start Days  –  number of days before the current date to start the search
  • Trailing End Days –  number of days before the current date to end the search

While this step will run a search using the default date ranges defined, the sidekick user can always update this date range when using this step type.

Shopify Create Order

The Shopify Create Order step is an integrated step that allows the Sidekick user to generate an order in Shopify.  To enable this step type you must be on the Integrated plan and also have the integration setup in the Integrations Lab.

As an admin you can define the product variants available for reps to select when placing an order. By default the variants will contain all variants available on your Shopify account.  

If you only want a subset of those variants available to the user on Sidekick, check the “Select Individual Variants To Include” box and then select the variants you want to be included (all non-selected variants will be excluded from the Sidekick view). This feature is useful for companies that have many legacy variants but a smaller subset of variants their support team will actually be using. If you want all variants to display on Sidekick then don’t select anything.  

Create Return Shipping Label

The Create Return Shipping Label step is a non-integrated step provided by BrightReps that enables the user to create a return shipping label.  Labels created using this step will be billed from BrightReps standard billing process and doesn’t require your team to have an account with a third party shipping provider.

As an admin you can define the following attributes

  • Ship To Info:  
    • Name
    • Company Name
    • Address: When typing, the address will be suggested by Google Maps to assist in populating the full address. You will then need to click “Validate” to validate the address using the postal service.  This will ensure the shipment can be fulfilled based on the entered address.
  • Ship From Info:  This will allow you to define the default Ship From Information.  For example if you include a verify customer info step prior to this one, you can include the “Verified Full Name” tag which will pull the customer name as verified during on that step.
  • Package Attributes: You can create custom preset options of packages (weight and dimensions) for the Sidekick user to select when creating a return shipping label.  This will eliminate the need for the user to define on a case by case basis, though the user on Sidekick can also define their own attributes when needed.  To add a preset click the green ‘+’ icon and to delete click the trash icon.
  • Configure Automatic Ticket / Case Field Updates for Label Status –  By selecting this option, Sidekick will create a field on the Zendesk ticket or Salesforce case record: Return Shipping Label Status (BrightReps).  This field will then be populated with the current status of that return shipping label and will be updated as status updates occur. Note that you can only use this option if you have admin user permissions for your Zendesk or Salesforce instance.

WhiteLabelStep

 

Adding Steps

To add a step click the ‘+’ icon either at the end of a step or between steps. You will then be prompted to select the step type you wish to add. Once selected the configurable fields for that step type display including a Title (displays as a step summary), Subtitle (display as subtext on the step card), and details specific to that step type.  Once complete, click Save to add that step.

Editing Steps

To edit a step click the pencil icon to the right of that step.  This will open an editable view to update the title, subtitle and details of that specific step.  You can also Delete the step by clicking the red Delete icon or clone the step by clicking the blue Clone icon.

EditStep

Re-Ordering Steps

To re-order steps, click on the desired step to drag and drop it amongst the existing steps to update the order. The process visual will re-render on the right.

Publish or Discard Changes

Once edits are made to the steps in a flow, the Publish Changes and Discard Changes buttons will highlight to indicate that you can either discard the changes or save and publish the changes.  Once Publish Changes is clicked, edits will be published real-time to users of BrightReps Sidekick™.

Integrations Lab

The Integrations Lab is where you can setup the credentials required to enable certain integrations (e.g. Arena, ShipStation, Shopify, EasyPost).  Before using an integrated Step Type in the Flow Builder you must first enable that integration in the Integrations Lab. From the portal home page, click the Integrations Lab icon to access the Integrations Lab page.

From this page you can select the corresponding tile of the integration you would like to setup which will prompt you for the required information for that integration.  Once setup, the tile will turn green to indicate that the integration is now enabled.  Once enabled, step types that require this integration in the Flow Builder will turn from grey to white and will become selectable.

Admin Portal - Integrations Lab Section

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Flow Analytics

The Flow Analytics page is where admins can view relevant flow usage and feedback data.

By default flow analytics will be presented across all flows, providing a sortable view by each metric.  This helps summarize outlier processes (e.g. which processes are most/least completed, liked/disliked, or taking the most/least time to complete).

In addition to providing a process-level view, users can click any flow to view sortable step-level analytics.  This helps identify more granular usage, bottlenecks, and pain points (e.g. which steps in that flow are most disliked or taking longest to complete).

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Usage Metrics

Usage Metrics are collected in the background as reps complete steps within Sidekick.  These are objective usage data points and require no additional action by reps.

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  • Total Completions: Completions are logged each time a step or flow is completed.  These are valuable at the process level in better understanding which processes are most used, as well as the step level to determine which specific paths in your process are most / least followed.  This is especially useful for processes using decision trees where managers may lack full visibility into the frequency of each path in the process.
  • Time To Complete: Time taken is logged upon completion of a step or flow.  These are valuable at the flow level in better understanding the more time consuming processes, as well as the step level as a pareto to understand which steps are the biggest culprits. 

Feedback Metrics

Feedback Metrics are collected when reps like or dislike a specific step.  These are naturally more subjective data points and require reps to use the thumbs up / down features on Sidekick to provide feedback.

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  • Likes: Likes are logged when a support rep clicks the “Thumbs Up” icon on a step.
  • Dislikes: Likes are logged when a support rep clicks the “Thumbs Down” icon on a step.
  • Net Likes: Net likes is calculated by taking the number of likes and deducting the number of dislikes.  The chart will rank by net likes but displays both the like and dislike count for perspective.

 

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