Cubic Compass Software

- Support Wiki


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General

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Q1. What or Who is Cubic Compass?

Good question. Cubic Compass Software is an enterprise portal and SOA infrastructure company located in Portland, Oregon US.

The technology behind i-Dialogue hosted portal solutions for Salesforce CRM is based on Cubic Compass technology. Cubic Compass has developed several portal solutions for various CRM and ERP systems under various brand names over the years.

We took a stab several years ago at defining what an actual Cubic Compass might look like, but don't expect to find one on eBay ;-)


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Q2. How Does i-Dialogue Work?

Web Interactions Thumbnail

Web Interactions Thumbnail

i-Dialogue is a hosted service that provides a suite of interactive eMarketing and Support applications. There is no software to install.

Marketing Professionals can instantly view how many Leads are being generated in response to Campaigns.

Channel Managers can view interactions between Partners and Leads.

Sales Representatives have access to exact emails sent, white papers read, and Google Keywords responded to.

Support Representatives can get a quick and complete history of the customer relationship, such as search terms the customer has entered into the web site, KB articles they have read, and discussion forums they have participated in.







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Q3. Where is my portal solution physically located and hosted?

All i-Dialogue portal solutions are currently hosted in a leading Tier One data center in Plano, Texas and managed by Soft Layer.

i-Dialogue reserves the right to change hosting providers at any time. Please contact your client manager or sales@cubiccompass.com for more information.


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Q4. What business continuity / disaster recovery policies are in place?

i-Dialogue maintains a rolling 7 day backup all portal databases onsite within a secure datacenter. Portal database backups are stored offsite.

Here is just a small sample of vendors that provide long term offsite backup services:

Tiver
eVault
LiveVault


Once you have selected an offsite backup vendor, we will provide you with credentials and direct access to your portal database to setup recurring offsite data transfers.

In the event of a disaster, we will first attempt to recover the most recent onsite backup of the portal application. As a secondary measure, we will work directly with your offsite storage vendors to recover offsite data.

All Cubic Compass Software products, software, source code, and solutions are moved offsite once per week. Employees of Cubic Compass Software are able to recover intellectual property from any location in the world and resume business operations within 1-3 business days.


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Q5. Is phone or email support available?

Technical support contracts may be purchased directly from Cubic Compass.

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Salesforce


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Q1. I have duplicate Leads in my database. Will I still be billed for them?

i-Dialogue is no longer licensed by the number of Leads/Contacts. Instead, i-Dialogue is licensed by the portal.


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Q2. How much access do my partners have to Salesforce.com data?

i-Dialogue Channel Management provides limited self-service access to Salesforce.com Leads and Opportunities, and complete access to partner specific records and tools, such as fund requests, special pricing, rebates, training and certifications, demo units, and email marketing tools.

i-Dialogue Partner Portal is not intended to replace or replicate the functionality provided to licensed Salesforce.com users. Partners may only register new Leads, which are then reviewed and converted to Opportunities by an internal Sales Manager. They cannot create new Opportunities directly through the portal.

Once a Lead has been internally reviewed and converted, it will appear within the Partners' Opportunities tab in the portal. Conversely, once a Lead has been internally created and assigned to a Partner, it will appear within the Partners Lead tab in the portal.

Partners can only view records that have been assigned to them or that they have forwarded to others. The primary contact for a Partner Account can view all Leads and Opportunities for that account, but individual contacts can only view their assigned Leads and Opportunities.

If a Partner Account is granted permission to create new sub-partner accounts for lead forwarding, then those records will be visible by the parent Partner account owner.

Partners may update Leads and Opportunities through the portal, create and update contacts associated with an Opportunity account, or create new activities associated with a record.

To grant partners full access to Salesforce.com records requires the purchase of additional Salesforce.com user licenses. The best practice in this case is to create a Partner profile in Salesforce.com and create new users assigned to this profile for high value partners needing more real-time and direct access to records.


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Q3. Is Campaign Management Enabled for Salesforce.com Professional Edition?

Campaign management is not included with Salesforce.com Professional Edition by default, but you can still create campaigns in i-Dialogue for the purposes of sending emails or managing landing pages, but the closed-loop integration and reporting will not attribute web events to campaigns.

Contact your Salesforce account representative to purchase the campaign add-on for Pro Edition or upgrade to Enterprise Edition.

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Features & Customization

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Q1. Can I brand/customize the look of my i-Dialogue portal?

All i-Dialogue portals are easily customized to match the look-and-feel of your existing web site. This style guide provides details on the CSS and HTML templates available to web developers.

i-Dialogue Creative Services provides custom web and graphic design services starting at $495 per page template.


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Q2. How can I manage portal members roles, logins, and passwords?

Clicking on the People node in the web tools tree gives access to portal members. You can register new portal members or search for existing members to bring up the member details form.

Note: It is not recommended to use the membership management forms for day-to-day management of contact records. This be done in the CRM system, which will automatically update the portal records. Conversely, if customers update their contact information in the portal it automatically updates the CRM record.

The "Roles" link under People allows system administrators to define the names of various roles that access the portal, such as Admin, Customer, Partner, Employee, Lead, Content Manager, Publisher, etc...

For more information, see our Membership Mangement articles.




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Q3. What are Segments?

Segments are rule-based sub-sets of the portal membership.

Segment may be created based on: A persons Contact Information A persons response to a web form A persons role An event related to a person A custom SQL expression

Combination of the above rule types may combined to create complex segments. Within a rule set, multiple rules maybe created.

A person is assumed to be in any defined segment until a rule returns false. Therefore, the default Segment named "Everyone" has no rules defined.

Segments are hierarchical. This means that in order for sub-segments to be true, their parent segment rules must also be true. In the example geographic hierarchy below, for a person to be in the segment "Portland" it must also be true that they are in the segments "US", "Pacific Northwest", and "Oregon".

US
Pacific Northwest
Oregon
Portland

Drag and Drop Behaviors: 1. Segments may be dragged onto Dialogue Rules for use in decision tree development. The True and False branches of decision trees are determined by segment rules using a user context.

2. Dragging a segment onto the Campaign node, or a Campaign category, will automatically create an email campaign targeted at users in the defined segment.
Segments

Segments



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Q4. What are Dialogue Rules?

Dialogue rules are decision trees consisting of conditional Segment objects and polymorphic branch objects. Dialogue rules are always given a user context before being executed.

If a portal member is in a defined decision tree segment, then the object associated with the True branch is used.

Combining Segments with HTML Snippets in the Dialogue Rules decision tree allows Marketers to create targetted marketing content for use in web pages and emails.

Drag and Drop Behaviors:
A Dialogue rule is initiated by dragging a segment onto the Dialogue Rules node or Dialogue Category folder. This automatically creates a True and False branch.

If the context user is in the defined Segment, then the True branch node is evaluated. Other segments may be dragged onto True/False branches for deeper evaluation.

Right clicking on True and False branches is also supported. The following types of objects may be associated with a decision tree branch: Segment HTML Snippet Person Grading Rule Autoresponder

In turn, Dialogue rules can be dragged onto the following types of objects: Web Page Web Form

These behaviors allow for complex web compositions, such as form routing rules, personalized autoreponses, and dynamic content rendering.


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Q5. What is SEO Analysis?

SEO stands for Search Engine Optimization, which is the practice of optimizing a web site so that it will appear higher in a search engines results.

There are many factors involved with positioning a portal/web site favorably in a search engines results. Some factors can be controlled within the portal itself, but many cannot be controlled.

The SEO Analysis tool examines all portal web pages and makes recommendations to improve a pages ability to be listed in a search engine.

To Execute an SEO Analysis:
1. Expand the Search node in the Portal Explorer and click on SEO Analysis.
2. Cick the Start SEO Analysis button (The analysis may take several seconds)
3. Review the results and click on the provided page links to make corrections.


Interpretting the Results

Potential barriers to achieving proper indexing in a search engine are highlighted as Yellow=Low, Orange=Medium, and Red=High. A Red error means the particular page absolutely will not be indexed by a search engine. Orange and Yellow warnings are typically references to META tags that do not correctly define the purpose of the web page.
Search Engine Optimization

Search Engine Optimization



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Q6. What are Best Bets?

Best bets are human editor defined search results in reponse to search keywords. Best bet search results are returned at the top of the result list.

Examples of using best bets include:
  • Intercepting commonly misspelled product names and words
  • Prioritizing specific search results over full-text index results
  • Directing customers to specific results in response to keywords

To Create a Best Bet:
  1. Expand the Search node in the Portal Explorer and select the Best bets node.
  2. Enter the keywords related to the Best Bet and associated boolean rule (Any or All words must be present to be true)
  3. Enter a search result abstract and link
  4. Click on the "Add to Best Bets" button.
  5. Click on the "Test" link in the best bet link to view how the search engine will display the search results.

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Add-on Applications

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Chat


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Q1. Is Chat survey data synchronized with Salesforce.com?

Yes. Both survey ratings and comments are made available in Salesforce.


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Q2. Can surveys be customized?

Yes.


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Q3. Can visitors engaged in a chat session receive a copy of the chat transcript?

Yes.

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