SAAS CUSTOMER ADMINISTRATOR - Deltek SaaS Customer Administrator Role • Each Costpointcustomer...

SAAS CUSTOMER ADMINISTRATOR

Participant Guide

April 2016

© April 2016 Deltek, Inc. All Rights Reserved. PG ‐ 1

SaaS Customer Administration

April 2016

COPYRIGHT INFORMATION

Deltek is the leading global provider of enterprise software and information solutions for professional services firms and government contractors. For decades, we have delivered actionable insight that empowers our customers to unlock their business potential. 16,000 organizations and 2 million users in over 80 countries around the world rely on Deltek to research and identify opportunities, win new business, optimize resources, streamline operations, and deliver more profitable projects.

Deltek – Know more. Do more.®

deltek.com/education

© April 2016 Deltek, Inc. All rights reserved. All referenced trademarks are the property of their respective owners.

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Course Learning Objectives

After completing this course, you will be able to:

• Describe the customer cloud orientation process and SaaS Customer Administrator role

• Activate your SaaS Customer Administrator account

• Setup cloud portal users

• Monitor system maintenance and outages

• Use the Customer Care Connect site

• Subscribe to Knowledge Base articles

• Log a support case

• Enter a service request

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Agenda

• SaaS Cloud Orientation

• SaaS Customer Administrator Responsibilities

• Cloud Portal

• Customer Care Connect

• User Manager and Self Service

• Service Requests

• Questions

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SaaS Customer Cloud Orientation

Deal is Closed Orientation Startup Implementation

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• Welcome emails sent to SaaS Customer Administrator

• Cloud Portal deployed

• Consulting team provided with Cloud orientation training

• Welcome email provides Cloud Portal url, Usernames and Passwords, SaaS Customer Administrator Guide

• Read SaaS Customer Administrator Guide

• Review available Service Requests

• Review Cloud Portal and log into applications

• Access Deltek Customer Care Connect Site

• Schedule Onboarding with Customer Success Manager

• Setup new users in User Manager

• Submit company logo to brand your Cloud Portal

• Request an Implementation Environment

• Request users to have access to Implementation Environment

• Complete and submit Bulk Upload Template

• Submit email information to Deltek

• Setup consultants with login credentials

• Implementation begins

• Promote databases from Implementation Environment to Production Environment

• Employee Training

• Promote databases to “Go Live”

• Promote to Production –No SQL access

Roles and Responsibilities

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Role of Customer Success Manager

• Primary point of contact throughout your product lifecycle. The CSM is your entry

point into Deltek.

• Offers customer assistance and answers non‐technical questions about your Deltek

products.

• Periodic contact to make sure you have everything you need to make the most of

your Deltek solutions.

• At Deltek we want to make sure the implementation of the product runs smoothly

as well as your future experience is seamless and successful.

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SaaS Customer Administrator Role

• Each Costpoint customer must have a designated SaaS Customer Admin. An

organization can have up to three admins.

• SaaS Admin is responsible for managing your organization’s Costpoint

implementation and any ongoing service requests with Deltek.

• SaaS Admin serves as primary point of contact for both Deltek and your

organization.

• Ensure administrators are properly identified, highly trusted individuals.

• If you have not received the welcome email, portal URL, or Usernames contact your

Customer Success Manager (CSM).

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SaaS Customer Administrator – Tips

• You can assign up to three additional users as SaaS Customer Administrators

• Use the Service Request to add SaaS Admins

• You can assign a Consultant as an additional SaaS Admin

• The SaaS Customer Admin can forward their welcome email to their Consultant

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SaaS Customer Admin Welcome Emails

We are incredibly excited to have Your Company Name in the Deltek family, now over

16,000 companies strong. Getting up and running with your Costpoint Foundations

solution is simple. Setup is done in 4 simple steps. Your client ID will help to ensure

smooth communication with Deltek.

Client ID: Your ID

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Setup in 4 Easy Steps

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1

CONNECT

Deltek's award winning Customer Care Connect site is a key tool for facilitating

communication between you and Deltek.

Connect with Deltek: https://support.deltek.com

On the login page, click Account Assistance, enter your email address in the username

field YOUR COMPANY EMAIL ADDRESS, and click Reset My Password and a temporary

password will be emailed to you.

Once connected please visit the Deltek Cloud Solutions site.

Access information or submit a variety of service requests for your Deltek Cloud Solution. For

convenient support, you can also submit a case to Customer Care. Use Deltek’s Enterprise

Search to find technical answers and browse our Product Guides, Release Notes, and other

product information. You can also ask questions, search for answers and read suggestions

from the other Deltek customers in our Customer Forums.


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2

ACTIVATE

Next, it's time to activate your Costpoint Foundations account. You must activate this account

prior to logging into any of the applications.

Activate your account: https://adss1.deltekenterprise.com/showLogin.cc

On the login page enter your User Name and Password and click Login. Follow the steps to

activate your account

For security reasons we have sent your username and password in two separate emails.

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ACCESS

You are now ready to access your Costpoint Foundations solution.

Access your portal:

https://www.costpointfoundations.com/YOURCOMAPNYNAME/portal.html

Click on the portal links to access everything the solution has to offer. You can use your

newly activated Costpoint Foundations account to login to all the applications.



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4

LEARN

As your organization's designated SaaS Customer Administrator, you are running the show.

The attached SaaS Customer Admin Guide is a critical resource for keeping you aware of your

responsibilities; check it out, read it, watch for updates.

Also, be sure and check out Learning Center. It provides access to training videos and other

tools to help get your entire team up to speed on the solution. Look for the Learning Center

>> link on your cloud portal.

Connect to Deltek Customer Care Site

Connect with Deltek: https://support.deltek.com

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Your username is your company email address.

1

CONNECT


Activate SaaS Customer Admin Account

Activate your account: https://adss1.deltekenterprise.com/showLogin.cc

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2

ACTIVATE

For security reasons we have sent your username and password in two separate emails.!


Passwords expire every 90 days. You will receive reminder emails.

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2

ACTIVATE

Password Change Confirmation is sent to the user’s email.!

Verify you have entered the correct password requirements.



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2

ACTIVATE

IMPORTANT STEPYou have to select “Click here to continue” to enter

the Security Questions and Answers. !


• Security answers are case sensitive.

• You can use the same answer for multiple questions.

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2

ACTIVATE


Demonstration

SaaS Customer Admin Activation

• Initial logon and account activation

• Setting security questions

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Authenticate Your SaaS Customer Administrator Access

After you have activated your Administrator account, you can use your DeltekCostpoint Essentials or Costpoint Foundations username and password to authenticate into each application:

• Costpoint – System Name is provided in welcome email

• TESS – Domain Name is provided in welcome email

• CER – The SaaS admin is deployed as the CER administrator

• Deltek Enterprise User Manager – All SaaS admins are granted access

Your login credentials for the Cloud Portal are the same for all the applications in the Cloud.

• Exception: For the CER – Framework Model you will log in via Citrix and have separate credentials for Citrix.

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Any questions?

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Cloud Portal

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Cloud Portal – Stay Informed

• System Maintenance

• Employees

• Accounting

• Project Managers

• Customer Care

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Cloud Portal

The Cloud Portal provides up‐to‐date information for all users:

• System Maintenance Schedules

• Upcoming Releases

• Links to Documentation

• Training Materials

• Deltek Learning Center

• Customer Care Knowledge Base

• Administrator Guide

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Cloud Portal – System Maintenance

• System maintenance schedules

• Announcement for system maintenance

• We do not send out emails for these updates

• Outage announcements

• Customer is notified via the System Maintenance window only

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Cloud Portal – Customer Care

Links to:

• Administrative Functions

• Manage User Accounts


• Support, Guides and FAQ’s

• Learning Center

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SaaS Customer Administrator Guide

• Current version is found on the Customer Care Connect site

• Must read and understand SaaS Customer Admin Guide

• Customer can provide up to three SaaS Customer Administrators

• Consultant can be assigned the SaaS Customer Administrator role

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Learning Center

Link is found on your company’s Cloud

Portal – Customer Care

• Contains training videos and presentations to

help your employees get up to speed quickly

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Learning Center – GCS Migration Customers

Link is found on your Cloud Portal –Customer Care site

• Contains training videos and presentations to help your employees get up to speed quickly

• Link to the Virtual Instructor Led Training Calendar

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Customer Care Connect – Stay Informed

• Access to cloud support page

• Release Notes

• Guides

• Service Requests

• Training materials

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Deltek Cloud Solutions ‐ Costpoint


Cloud Portal

Demo will provide:

• Accessing the Cloud Portal

• Customer Care

• Manage User Functions


• Support Guides

• Learning Center

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Any questions?

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Customer Care Connect

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Deltek Customer Care ConnectURL: Deltek Customer Care

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• Available 24x7

• Personalized access & tailored content

• Connect with thousands of Deltek users on our Connect Forums

• Add new support cases or modify existing ones –anytime, anywhere

• Review real‐time status of your cases

• Monitor your firm’s support activity

• Receive real‐time support alerts

• Chat online with a support analyst

• Search our extensive knowledge library of helpful documents, tips and tricks & FAQs

• My Customer Care Plan

• Alerts

• My Deltek Contacts

• Support Resources

• About the Connect Site

• Stay Connected with Deltek

• Quick Enterprise Search

• Escalation



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Home Page Cloud Solutions Costpoint


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Home Page Support Resources Deltek Cloud Solutions Costpoint


Report an Outage

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Managing the Costpoint Solution

Service Requests

All request done via customer care

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• CER Report Upload

• Costpoint Analytics User Upload

• Costpoint Integration Setup

• Database Refresh

• Development Environment User Access/Removal

• Enable/Disable B&P Imports

• GCS Data Conversion

• Implementation Environment Creation

• Load Expense Receipts

• Production Database Backup Download

• Promote to Production

• SaaS Administrator Change

• Setup Alternate File Location

• Setup TESS Email Functionality

• Upload My Company Logos

• User Manger Bulk Upload Template

Requests must come from administrator.!


Managing the Costpoint Solution

Planned Maintenance and Unplanned Maintenance/Outages

• Every Tuesday and Thursday night from 2am – 4am EST (which is actually Wednesday and Friday

mornings) Deltek maintains a standing maintenance window. The standing maintenance

window will not always be used. Deltek will place a message in the System Maintenance area

on your cloud portal if Deltek plans to conduct maintenance during the standard maintenance

window.

• Watch portal and KB article.

• Upgrades, Hotfixes and Service Packs.

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Any questions?

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Service Requests

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Service Requests

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SaaS Administrator Change

The SaaS Admin Change is sent to Customer Care for processing.

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SaaS Admins and Consultants

• Deltek recommends that you assign a second customer administrator immediately.

This is to ensure your company is able to receive communications regarding your

Costpoint solution at all times and a administrator is always available to carry out

service requests.

• Companies often assign 3rd party implementation consultants as SaaS customer

administrators during the implementation period. Reminder, this will provide the

consultant with full SaaS administrator authority over your Costpoint system.

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SaaS Admins and Consultants

• Consultants must set up an email alias when they are added by a customer. The

system does not allow multiple email address within the Customer Care site.

• It is recommended that a Consultant setup an alias to include the client ID in their

email (e.g. [email protected]

• The Consultant should include their name in the subject line when requesting the

change.

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CER Report Upload

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Costpoint Analytics User Upload

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Costpoint Integration Setup

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Database Refresh

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Development Environment User Access/Removal

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Enable/Disable B&P Imports

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GCS Data Conversion

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Implementation Environment Creation

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Load Expense Receipts

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Production Database Backup Download

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Promote to Production

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Setup Alternate File Location

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Setup TESS Email Functionality

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Upload My Company Logos

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User Manager Bulk Upload Template

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Any questions?

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Customer Care Support Roles

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Additional Support Roles

Various roles besides the SaaS Customer Admin role must be filled:

• Authorized Support Contact (ASC)• Can submit cases and service tickets on the Connect site, use the chat function to speak with a Deltek analyst and have the ability to add/change SaaS Admin rights on the Costpointportal. You can have a maximum of four assigned for Standard Care.

• Support Contact Manager (SCM)

• Responsible for adding new support contacts and editing existing contacts. They can grant access to the support site, ability to contact support, and remove contacts.

• Primary Support Contact (PSC)

• This option is read‐only. It displays which contacts are Primary Support Contacts.

Your organization can have a maximum of three SaaS Customer Administrators as any given time.

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Contact Management

From the Home page

1. My Account > Contact Management

2. Add Contact

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1 2


Contact Management

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Add Contact Enter Information Click “Add New Contact”

To update an existing user to a

Support role, select the user

from the list and change their

support contact role from No to

Yes.

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Additional Support Roles

For more information…

• For more information review the Knowledge Base article 39396: Introducing the Deltek Customer Care Support Guide

• Learn how to add and update your support contacts review Knowledge Base article 36134: Adding and updating contacts who can access the Deltek Customer Care Connect site and contacting Customer Care

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Logging a Support Case

• Taking time to log a high quality case will result in quicker resolution.• Title

• Keep the title brief, but descriptive; give a general idea about the nature of the issue

• Details

• Write a structured description of the issue

• Include the exact steps to replicate the issue if applicable

• Include the specific business impact to you or your organization, which helps define the appropriate case severity level

• Include or attach all supplementary information, such as full error messages, screenshots or log files

• Be sure to mention you are a CP SaaS Customer Admin

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Logging a Support Case

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Deltek Customer Care Knowledge Base

The Customer Care Knowledge base contains Costpoint related articles, as well as announcements regarding planned and unplanned maintenance

• Knowledge Base Article #76805 was specifically created for Costpoint Maintenance Window

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Subscribe to Knowledge Base article #76805

Go to Subscribe to KB Article 76805

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1

Log on to the Deltek Customer Care Connect site using the credentials provided to you when your initial Costpoint order was processed

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Subscribe to Knowledge Base article #76805

Click Notify Me at the bottom of the article

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3

Click OK on the confirmation screen4

Knowledge Base Article Notification

• Notification email:

• Adjust spam filters if necessary – allow emails from [email protected]

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Knowledge Base Article

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Search the Knowledge Base

Select “Advanced Search”

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1

Select “Knowledge Base”, enter your search criteria in the search box, click “Search”2

SaaS Admin


Search the Knowledge Base

A list of search results is displayed

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3

Customer Care Connect

Demo will provide:

• Logging into Customer Care

• Searching the Knowledge Base and subscribing to articles

• Entering a Service Request

• Logging a Customer Care case

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Any questions?

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User Manager and Self Service

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User Manager and Self Service

1. Every cloud customer is provided with a cloud Active Directory

2. Active Directory is the authentication method used by all these cloud applications:

• Username = 12345.John.Smith

• Costpoint

• Time & Expense

• Budgeting & Planning

• Costpoint Analytics

• Citrix

3. Active Directory is not used by these applications:

• Customer Care Connect site

• Deltek University LMS

• Kona

4. The customer’s cloud Active Directory cannot be federated with their company Active Directory

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User Manager

User Manager (Active Directory)

• The tool used by the SaaS Customer Admin to manage the employee’s user credentials that provide access to all the applications in the cloud

• SaaS Customer Administrator populates employees into User Manager either manually or using the Bulk Upload Template

• Access via link on Cloud Portal page

• Manage User Accounts

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Create Accounts for All Users

• Using User Manager, you can create, modify, and disable user accounts for all

employees in your company

• Once users have activated their accounts, they can use their username and

password to access all Costpoint Essentials or Costpoint Foundations applications in

the cloud

Create new user accounts

You can set up user accounts using one or both of the following methods:

1. Create users accounts one at a time

2. Request Deltek to bulk load users into User manager (recommended for 25 or more users)

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Create Accounts for All Users

TIPS:

Username is limited to 20 characters. If you enter more than 20, the system will truncate the name.

When using the bulk upload the system will truncate the last name. Review this prior to upload

The system will not validate first and last name.

For complete steps, review the SaaS Customer Admin Guide

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Troubleshooting User Manager

Troubleshooting steps…

1. Self Service: Unlock vs reset

2. Contact your SaaS Admin for a manual reset

• Make sure employees is:

• Accessing the correct URL

• Accessing the correct system/domain

• Has application access

3. Contact Customer Care

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Self Service

Self Service

• The Self Service tool is available to all users

• The Self‐Service tool allows users to activate their SaaS User Name, establish a password, reset

their password and unlock their account

• Passwords will expire after 90 days. Two weeks prior to expiration, the user will receive daily

emails prompting them to reset their password.

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Self Service

• Password Requirements:

• Passwords may not contain the user’s account name or two consecutive characters that spell parts of the

user’s full name.

• Passwords must be at least eight characters in length.

• The last 10 passwords cannot be re‐used.

• Passwords must contain characters from three of the following four categories:

• English uppercase characters (A through Z)

• English lowercase characters (a through z)

• Base 10 digits (0 through 9)

• Non‐alphabetic characters (for example, !, $, #, %)

• Access via link on Cloud Portal page

• Forgot your Password?

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SaaS Administrator – Locked Out

Unlock a SaaS Admin

• If a SaaS is locked out of the system, they have to submit a support ticket.

• TIP: Another way to unlock a SaaS Admin is to have another SaaS Admin unlock your account.

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User Manager

Demo will provide:

• User Manager

• Create Single User

• Modify Single User

• Self Service

• Reset Password

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Any questions?

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Environments and Databases

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Environments & Databases

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Implementation Environment



Production EnvironmentProduction EnvironmentProduction Environment

Implementation EnvironmentAn implementation environment and associated databases is one in which the customer has additional access to the database and application tier. This allows the customer to develop and test stored procedures, develop web services and perform implementation functions.

Production EnvironmentThis is the environment where the customer’s “live” databases reside. Only the Deltek Cloud Ops team has access to the Production Environment and the respective databases.

Sandbox Database A “sandbox” database is one in which the customer can test certain configuration changes before promoting those changes to the production database.

PreviewEnvironmentPreview

EnvironmentPreview

Environment

Preview EnvironmentA “preview” environment is one in which the customer can preview the next major version of the application prior to this next major version being deployed in the customer’s production environment.


Database Process Flow

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Data

Conversion scenarios• Convert GCS data• Migrate existing CP DB – on premise to Cloud

• Quick Start DB• Start with empty DB

Implementation Environment• Data populated/entered into Test/Config• Live transactions are processed• All systems are live ‐ ready to move to production • Data moves from “Live” implementation to Production

Production EnvironmentWhy you should move to PD:• More secure• Back End or Up Retention (more

often, longer timeline, mirror copy fail over)

• Disaster Recovery – (US West AWS)• Loss of SQL Server Management

Studio in Production Environment

Sandbox DB• Use DB to test/experiment• Data captured a point in time, not

mirrored• Refreshed 4x a year

Implementation Environment Production Environment

Any questions?

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Summary

You should now be able to:

• Describe the customer cloud orientation process and SaaS Customer Administrator role

• Activate your SaaS Customer Administrator account

• Setup cloud portal users

• Monitor system maintenance and outages

• Use the Customer Care Connect site

• Subscribe to Knowledge Base articles

• Log a support case

• Enter a service request

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Thank you for attending this course

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Send comments and feedback to

[email protected]

Deltek is the leading global provider of enterprise software and information solutions for professional services firms and government contractors. For decades, we have delivered actionable insight that empowers our customers to unlock their business potential. 16,000 organizations and 2 million users in over 80 countries around the world rely on Deltek to research and identify opportunities, win new business, optimize resources, streamline operations, and deliver more profitable projects. Deltek – Know more. Do more.® deltek.com/Education

© April 2016 Deltek, Inc. All rights reserved. All referenced trademarks are the property of their respective owners. +800.456.2009 [email protected] Follow us on twitter @DeltekU

SAAS CUSTOMER ADMINISTRATOR - Deltek SaaS Customer Administrator Role • Each Costpointcustomer...

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Transcript of SAAS CUSTOMER ADMINISTRATOR - Deltek SaaS Customer Administrator Role • Each Costpointcustomer...