Disclaimer

The information published in this document is intended to provide general instructions for using ClientTrack software as originally deployed in baseline form. Because of variations in how organizations may configure and use the software, there is no express guarantee that this guide will exhaustively cover all use cases. For questions beyond the scope of this manual, ClientTrack users should first contact the designated individual within their organization — often the System Administrator — who may then contact Eccovia Technical Support or an Account manager if additional support is needed.
 

About this Guide

This guide outlines information necessary for client-facing users to perform their day-to-day tasks in ClientTrack. The terminology and screenshots used in this guide are taking from ClientTrack's baseline functionality and the most recent version of ClientTrack. Configurations to your unique solution may mean that some menu options or forms are not covered in this guide.

Please note that this guide does not include information on the ClientTrack Designer Toolset
(i.e. Forms Designer, Workflow Designer, etc.) utilized by Implementation Managers to modify the ClientTrack interface, forms, business rules, and workflows. For more on the Designer Toolset, please contact your Account Manager. A separate guide is available for authorized users of the Designer Toolset.

System Requirements

• Use a device with access to a modern web browser.
• ClientTrack is designed to run on the latest versions of Microsoft Edge, Google Chrome, and Firefox. To ensure smooth functioning of your solution, we recommend using one of
  these browsers. ClientTrack may not operate properly in other browsers such as Safari.
• Set your video display to 1024 x 768 or higher as certain pages in ClientTrack will not display properly in resolution less than this.

Technical Support

Eccovia is dedicated to helping you accomplish your mission. If you have questions that cannot be answered within this guide, other resources are available to you. These include the following:

Local System Administrators
Many organizations have an individual or team assigned to oversee and administer software
needs. These local System Administrators should have received special training to answer questions or respond to any technical challenges that may come up within ClientTrack. Because local System Administrators understand the nuances of your services and are aware of any changes that may have been made locally to the software, you are encouraged to contact your local System Administrator as your first line of support.

Tool Tips
ClientTrack provides Tool Tips throughout the software. These tips can be seen by resting your cursor over the Help icon at the bottom left of your screen.

Reporting a Problem
ClientTrack's integrated ticketing system enables users to report issues, ask questions, and provide feedback. Users can access this feature through the Help button in each ClientTrack screen to submit tickets. Simply navigate to the relevant area of the application in which you are experiencing trouble and select Help in the top right-hand corner of your screen. A dialogue box will appear to help you resolve your problem. Once you click Report an issue, Ask a question, or Make a suggestion, you then complete basic information about your request, including a description, a screenshot, and contact information.

Tickets are initially submitted to the local system administrator, who will either resolve the issue or escalate it to the Eccovia Solutions Technical Support team. Tickets received by the Technical Support team are categorized into three tiers and are determined by issue severity, complexity, and priority. This allows the team to assign appropriate levels of support to diagnose and resolve the issue in a timely manner.

Any issue notes or status changes made by support staff are updated automatically and are visible to the local system administrator.

Additional Help menu options include 'View the Documentation,' which will pull up a copy of
this guide on your screen. Selecting 'Watch a Video' will open a link to a training video on basic navigation. 'Tool Documentation' shows you information on the design tools, and 'Keyboard Shortcuts' demonstrate some combinations of keys you can use to perform a task that would normally require your mouse to navigate to.