Scope of ClickDimensions Support and Product Consulting

Defining what is included in ClickDimensions support

For the ClickDimensions integration to function properly, the customer must provide a healthy, performant and accessible Dynamics CRM system. When an issue is encountered, the first task is to identify whether the source of the issue is ClickDimensions or the CRM system. This can require some initial investigation and troubleshooting. When this investigation is completed, it should be possible to draw a clear line as to whether ClickDimensions is responsible for the issue resolution, or the customer is responsible for addressing the cause within the CRM system.

To assist with drawing this line, the following table defines the various components of ClickDimensions and the scope of what ClickDimensions is responsible for supporting. Note that our entire application hosted within Azure is fully supported/in-scope. The below table only discusses the solution that is installed within the CRM system.

Table of Contents

• Components within the Dynamics Solution
• Connectivity
• Operability and Performance
• Deliverability
• Product Consulting

ClickDimensions Support

Supported and Out-of-Scope Components within Dynamics Solution

Supported and Out-of-Scope Items Related to Connectivity

It is the customer’s responsibility to provide a working connection to their deployment of Dynamics 365/CRM if they are not using Dynamics 365 Online hosted by Microsoft. For on-premises or partner-hosted deployments, ClickDimensions recommends following Microsoft’s Internet-Facing Deployment (IFD) methodology. ClickDimensions does not provide support for configuring or troubleshooting IFD or other means of making the Dynamics 365/CRM deployment accessible from the internet.

NOTE: this excludes on-premises customers using the ClickDimensions SBRC proxy for connectivity. See SBRC documentation for support terms.

Customer Responsibilities for Dynamics Operability and Performance

It is the customer’s responsibility to provide a working, performant deployment of Microsoft Dynamics 365/CRM. Customer is responsible for maintaining and optimizing the functionality and performance of the Dynamics deployment. The ClickDimensions application relies on a well-performing Dynamics deployment to function properly. As such, ClickDimensions support requires:

• Customers with on-premises or partner-hosted deployments of Dynamics must have a SQL maintenance plan in place that regularly updates indexes, recalculates index statistics, and releases free database space.
• Customers with all deployment methods must implement a data-retention strategy to determine how long marketing data is retained for business needs. The data retention strategy should implement Dynamics bulk delete jobs that run on a regular schedule to remove aged data in order to maintain table size and control database growth.
• Customer is responsible for resolving Dynamics performance issues, including long-running queries that exceed Microsoft timeout settings or breech limits such as the aggregate query record limit.
• ClickDimensions does not support adding plugins or workflows that execute on the creation or update of ClickDimensions custom entities that are created by the ClickDimensions application. This includes such entities as Email Events, Sent Emails, Posted Forms, Posted Fields, Posted Surveys, and Posted Answers. Customers who implement plugins or workflows on these entities do so at their own risk.
• ClickDimensions does not support customer modifications to the components in the ClickDimensions solution, including but not limited to javascript web resources, forms, security roles, or custom entities.
• Dependencies created by customer’s customizations of ClickDimensions entities or solution components are not supported. Such dependencies may be encountered when attempting to remove or uninstall the ClickDimensions solution and are the responsibility of the customer.
• The ClickDimensions solution requires the proper functioning of all elements of the Dynamics deployment, including the Sandbox Processing Service, SQL Reporting Services Report Server, Web Front-End/Application server, and Back-end Server and services. ClickDimensions does not provide technical support for the proper functioning of the components of the Dynamics deployment.

Supported and Out-of-Scope Items Related to Chat Support

Supported and Out-of-Scope Items Related to Deliverability

ClickDimensions has a Deliverability Team that can assist customers with certain configurations and practices related to email deliverability.The customer is primarily responsible for implementing changes related to their DNS. ClickDimensions does support some configuration changes on a per account basis as follows.

In Scope

• Update DKIM signature
• Update Sending Domain/White-labeling
• Guidance on CNAME set up
• Set up Dedicated IP
• Investigate blocks (IP, domain, etc) + unblock
• Investigate blacklisted IPs + delist
• Investigate emails going to junk folder
• Investigate technical issues related to email platforms
• Recommendations on deliverability best practices including keeping data clean, CAN-SPAM and similar regulatory compliance questions, and inbox placement
• Please be aware that support for delivery to organization specific domains is available, but limited.

Out-of-Scope

• Update SPF record parts that are not related to CD
• Update DMARC record
• Adjusting spam filter settings outside of whitelisting IPs/domains
• Interpreting Bounce Messages for isolated Email Events not related to an ongoing trend.
• Creating, updating, or deleting of DNS resource records in the customer's namespace.

Product Consulting

NOTE: If you are interested in Product Consulting appointment services, contact your ClickDimensions Customer Success Manager for details.

Supported and Out-of-Scope Items Related to Product Consulting

Product Consulting is a paid appointment-based training service conducted by the ClickDimensions Product Consulting team. Appointments are one hour remote sessions where you will become an expert at achieving your business goals using the ClickDimensions software.

Product Consultants provide customers with personalized training and "do it with me" assistance on features within the ClickDimensions solution to execute marketing strategies. From the creation and technical setup of ClickDimensions content, as well as the reporting on ClickDimensions data, customers will obtain the knowledge and skills to get the most out of the product.

There are four types of assistance a Product Consultant can provide on ClickDimensions features:

In-depth Training, Content Creation, Technical Setup, or Reporting.

• In-depth Training: Overview and detailed how-to instruction on ClickDimensions features
• Content Creation: Assistance in building ClickDimensions content
• Technical Setup: Assistance in setting up the more technical ClickDimensions features
• Reporting: Training on ClickDimensions reports or analyzing ClickDimensions data

In Scope:

In-depth Training, Content Creation, or Reporting appointment topics include:

• Building Email Templates (Drag & Drop, Block and Freestyle Editors)
• Training and Consulting on FreeMarker in Email Templates (personalization tool, custom entities and one variable conditional statements)
• Training on sending ClickDimensions emails (individual or bulk Email Sends, InboxCast, or Quick Sends)
• Email Statistics (Sent Email Send, Sent Emails, Email Events, Excluded Recipients/Emails)
• Training on unblocking email addresses
• Building ClickDimensions Forms
• Building ClickDimensions Surveys
• Building ClickDimensions Landing Pages
• Building Subscription Management (building Subscription Lists, attaching Subscription Lists to Marketing Lists, setting up Subscription Management Page or Form, setting up double opt-in process)
• Building Campaign Automations
• Training on CNAME and Domain records in CRM
• Lead Scoring
• Training on using and analyzing Event and Event Participation records
• Building SMS Messaging (how to send individual and bulk text messages)
• Training on the ClickDimensions Import Tool
• Web Tracking
• Analyzing Web Analytics
• Training on Event Connectors and their data (GoToWebinar/Eventbrite/WebEx/Cvent)
• Training on RSS to Email connector
• Building and posting Social Posts
• Incorporating multiple elements together (ex: Form leading to a Campaign Automation launch)
• Leveraging the Social Engagement portal (Oktopost)

Technical Setup appointment topics include:

• Assist with lead scoring setup
• Assist with ClickDimensions web tracking setup (main and optional Tracking Scripts)
• Assist in importing records using the ClickDimensions Import Tool
• Assist in connecting third party forms to ClickDimensions via Form Capture setup
• Setting up event connectors (GoToWebinar/Eventbrite/WebEx/Cvent)
• Setting up other connectors (Social Posting, RSS to Email, SMS Messaging)
• Setting up Domain and CNAME records in CRM

Out-of-Scope:

• The following list details the specific topics Product Consulting appointments cannot cover:
• Custom CRM Charts/Dashboards
• HTML/CSS design in emails and web content
• JavaScript design in web content
• Building templates using the Custom HTML Editor
• Programmatic Form Capture (the programmatic portion/non-ClickDimensions elements of the setup process)
• Building custom CRM fields for the Lead/Contact/Account entity forms
• Building custom sub-grids to display data on the Lead/Contact/Account entity
• Advanced FreeMarker creation and/or troubleshooting