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IntouchInsight Quick Start Guide

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Brooke Kingyens
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IntouchInsight Quick Start Guide

This guide aims to help you set-up your organization within the Intouch platform. This guide will prepare your organization to begin creating checklists and submitting audits in IntouchCheck, creating and distributing surveys with IntouchSurvey, and creating/importing external data programs so that you can listening to, interpret and act on ALL your data in Intelligence/LiaCX!

Let's get started with 3 key steps:

 

1) Identify Requirements   2) Build Your Hierarchy    3) Add Your Users

 

Identify your Requirements: 

Before you begin building out your organization, here are a few things you might what to think about in advance: 

  • What does the hierarchy structure for my organization look like?
    • Are their characteristics or attributes of my hierarchy nodes I may want to use as Tags?
  • Who will be users of the platform and how will they use the platform? 
    • It can be helpful to define functional roles and/or groups to determine what product access, permissions, and shared content these roles/groups will need.
      • Who will be logging into the platform to access data (view dashboards, record lists, etc)?
      • Who will be logging into the platform to input or action information (Create Check Audits, create/resolve cases, or create/resolve followup action items)?
      • Who might need to receive emails for submitted records?
      • Who might need to create/modify surveys or checklists within the organization?
  • Do we have existing 'Checklists' or processes that we want to turn into checklists performed using IntouchCheck in order to consolidate reporting?
    • Who performs these checklists? Are they restricted to specific roles (groups) of users or specific locations (tags)?
  • Do we have existing customer or employee facing surveys (CSAT, NPS, etc) or forms (Contact us/feedback) that we want to migrate to IntouchSurvey in order to consolidate reporting?
    • How are these distributed? A posted link/URL? Emailed to known contacts?
  • Do we have existing dashboards or reports that we present to various levels of the organization that we would like to replicate Intelligence/LiaCX in order to provide real-time results?
  • Do we have other data sources (Point of Sales systems, traffic, etc) that we would like to make available in reporting via external data programs in Intelligence?

Once you have a rough plan based on the above, you're ready to start building and testing according to your plan. 

 

Build your Hierarchy

We recommend that you read the following articles before proceeding:
- Introduction to Hierarchies
- Introduction to Tags

Many Intouch clients own and operate location-based businesses, meaning they have one or more physical locations where their business operates. In many cases, this includes a combination of corporate offices that manage business operations and retail locations where customers interact with their brand.

The main thing to consider when building your hierarchy, is 'should my node be a location node'?

  • Generic nodes (nodes where the 'Location' toggle is not enabled) are generally your hierarchy building blocks. These nodes allow you to segment your hierarchy for reporting and user access purposes.
  • Location nodes (enabled via 'Location' toggle) are configured with address details.
    • Location nodes will ALWAYS be a leaf node (a node at the end of your tree) but a leaf node does not necessarily need to be made a location node. Typically, all data is stored on leaf nodes, with most leaf nodes being 'location' type nodes. There are, of course, exceptions.
    • When a survey includes a 'Location' type question, only 'Location' type nodes will be shown to the end-user.
    • When performing a Check audit, only 'Location' type nodes will be available to the auditor.

Additionally, if you will be applying tags to your organization's hierarchy you may want to begin this process when initially creating your hierarchy nodes.

 

Get starting creating tags here using this article. 

Get starting with building your hierarchy here using this article. 

Bonus reading: How is data associated with hierarchy nodes?

 

Add your Users

We recommend that you read the following articles before proceeding: 
- Introduction to Users
- Introduction to Groups

The main things to consider when creating users in the platform are:

  • The type of user.
    • An admin is given permission to do all.
    • A user has no administrative permission by default.
  • What groups a user should be included in. 
  • Which hierarchy node(s) a user should be associated with
    • Should they be assigned the hierarchy role on these nodes?

Depending on your plans, users might be added to groups that:

  • Provide access to data from various sources
    • To view any data in Intelligence/LiaCX, a user must be included in a group that has access to Intelligence. 
    • To view data from specific sources in Intelligence/LiaCX, a user must ALSO be included in a group that has access to the source products: IntouchShop, IntouchAudit, IntouchCheck, IntouchSurvey
  • Receive additional notifications (triggered emails with PDF'd results for example)
  • Provide access to perform restricted checklists (the ability to perform audits might be restricted to a group called 'Role: Auditor' for example)
  • Provide specific administrative permissions (Create dashboards/reports, Create locations, Create users, etc.)

A user's access to data, in addition to their product access provided via groups, is based on the hierarchy nodes that the user is associated with.

  • A user will have access to all data associated with the hierarchy nodes they are associated with for the products they have been given access to. 
  • A user will also have access to all data associated with hierarchy nodes that are below the hierarchy nodes they are associated within the hierarchy structure, again, for the products they have been given access to. 

Lastly, while a user's access to data is controlled by which products and hierarchy nodes they have been associated with, there are some functions that may also require a user to be provided with a role on the hierarchy nodes they have access to. 

  • In order to automatically assign cases (action items) to a user based on the location, the users that should be assigned to the cases must be given a role on the hierarchy nodes that they are associated with. 
    • For example, many users may have visibility to a particular location node, but only the users set up with the 'Location Manager' roles should automatically be assigned to cases that the location.

Get starting creating groups here using this article.

Get starting adding your users here using this article. 

Bonus reading: Introduction to Hierarchy Node Roles

 

Next Steps:

Now that we have your organization set up with your hierarchy nodes added and your users ready to receive and action data, let's move on to other products.

It is recommended that you start by setting up your additional data sources (IntouchCheck, or IntouchSurvey) before moving into the reporting (Intelligence/LiaCX).

Note: Don't worry, if you have Mystery Shop and/or Overt Audit services with Intouch, your Implementation Manager will take care of the setup of these programs for you!

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