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Live. Person Suite Administrator Procedures Secure Support, Chat, Desktop Sharing and Knowledge Base Table Live. Person Suite Administrator Procedures Secure Support, Chat, Desktop Sharing and Knowledge Base Table of Contents Topic Section Overview 1 Account Set Up 2 User Set Up 3 Visitor Experience 4 Content Management 5 Rules and Reporting 6 Knowledge Base 7 Additional Training and Resources 8 Proprietary and Confidential rev. 1/2012

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Section 1: Overview Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training Section 1: Overview Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Overview - Objectives By the end of this section, Live. Person Suite: Administrator Procedures Overview - Objectives By the end of this section, you will learn: q how to determine what training should be provided for each of your financial institution employees q key terms for Secure Support, Chat, Desktop Sharing & Knowledge Base q how to access the Admin Console q what fields should be customized when setting up the product Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 4

Live. Person Suite: Administrator Procedures Training Overview Training consists of two certification courses and Live. Person Suite: Administrator Procedures Training Overview Training consists of two certification courses and manuals – Administrator Procedures and Operator Procedures. • Operators/front-line staff will only need to cover the Operator Procedures training. • If your institution has not contracted for Support, Chat, Desktop Sharing or Knowledge Base, you may disregard all references to these features and sections in this manual. All training courses and corresponding materials are available through the resources page provided at the end of this course. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 5

Live. Person Suite: Administrator Procedures What are Secure Support and Chat? Secure Support allows Live. Person Suite: Administrator Procedures What are Secure Support and Chat? Secure Support allows customers/members to send the financial institution emails through a secure channel. Secure Chat allows customers/members to securely communicate with the financial institution in a real time environment. In both cases, the response from the financial institution is also sent through a secure channel. Desktop Sharing allows the financial institution to view and control a consumer’s screen (with permission) in order to provide support. • Secure Support consumers will have a message inbox to manage their emails within Internet Banking, Business Banking and Business Financial Solutions. • Emails stay in the message inbox for 13 months and then are automatically deleted. • Secure Chat consumers can initiate real time communication with the financial institution within Internet Banking, Business Banking and Business Financial Solutions. • Desktop Sharing may be initiated by the operator from within a chat session. • The financial institution can place Secure Support and Chat behind Internet Banking, Business Financial Solutions and/or on their public website. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 6

Live. Person Suite: Administrator Procedures Things to Consider Ø Do you want to offer Live. Person Suite: Administrator Procedures Things to Consider Ø Do you want to offer Secure Support and Chat behind Internet Banking, Business Banking and Business Financial Solutions only, or do you also want to put Secure Support and Chat on your public website? Ø Do you want to route all email messages (secure and nonsecure) through Secure Support? Ø Do you want different skill groups and do you want your operators assigned to different skill groups? Ø Who will the operators be and what permissions will they have? Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 7

Live. Person Suite: Administrator Procedures Email and Chat Access Options 1. Secure Email and Live. Person Suite: Administrator Procedures Email and Chat Access Options 1. Secure Email and Chat Behind the Login – Secure email and chat may be accessed from within Internet Banking, Business Banking and Business Financial Solutions. The consumer or corporate user has been authenticated and a secure icon will display to the operator in the operator console. 2 a. Secure Email on the Public Website – Secure email may be provided to the consumer after a separate registration process is completed. This secure inbox would remain separate from the inbox located behind the IB/BB/BFS login. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 8

Live. Person Suite: Administrator Procedures Email and Chat Access Options 2 b. Secure or Live. Person Suite: Administrator Procedures Email and Chat Access Options 2 b. Secure or Non-Secure Chat on the Public Website – Chat may be placed securely or non-securely on the public website. The HTML code used to place chat on the public site may be modified to include https: //. In either case, the consumer has not been authenticated and a secure icon will not display to the operator in the operator console. The operator should follow established procedures to verify the consumer’s identity similar to verification during a phone conversation. 3. Non-Secure Email on the Public Website – A financial institution may choose to build a contact form through the Live Person suite and use this form on the public website. Responses from the form will be read in the operator console, but will not be secure. The operator would respond to the consumer’s standard, non-secure email address. 4. Non-Secure POP 3 Email Routing – A financial institution may choose to route all standard email through the Live Person system. Responses from the form will be read in the operator console, but will not be secure. This allows for one location to view and respond to all email communications. The operator would respond to the consumer’s standard, non-secure email address. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 9

Live. Person Suite: Administrator Procedures Terms to Know • Live. Person – vendor that Live. Person Suite: Administrator Procedures Terms to Know • Live. Person – vendor that powers Secure Support and Chat • Seat License - determines the number of operators that can be online answering emails or chats at one time • Agent/Operator – the person at the financial institution who is responding to emails and chats from the consumers • Admin – the person(s) at the financial institution who manages the Secure Support and Chat set-up and operators • Ticket – email message (can be secure or non-secure) • Desktop Sharing – a means to securely view a consumer’s computer screen for troubleshooting and support purposes Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 10

Live. Person Suite: Administrator Procedures Admin and Agent Console Login The Financial Institution may Live. Person Suite: Administrator Procedures Admin and Agent Console Login The Financial Institution may access the Agent Console from any computer with a connection to the Internet. It is recommended to make this a favorite in an operator’s browser or a desktop shortcut. http: //solutions. liveperson. com/agent-console/launch/ The Agent Console requires Java to be enabled in the web browser. When loading for the first time, accept all security warnings presented in the browser from Live Person. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 11

Live. Person Suite: Administrator Procedures Agent Console Login After clicking on the Secure Support Live. Person Suite: Administrator Procedures Agent Console Login After clicking on the Secure Support icon you receive a login box. Your implementations Project Manager will provide you with the Site ID, user name, and initial password to access your account. The Site ID is shared by all administrators and operators at your financial institution. If you offer Secure Support or Chat for Internet Banking, Business Banking and/or Business Financial Solutions, you will have a separate Site ID for each product. Operators supporting both retail and business may log in to simultaneous sessions of the operator console using different Site IDs. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 12

Live. Person Suite: Administrator Procedures Accessing the Admin Console After logging in to the Live. Person Suite: Administrator Procedures Accessing the Admin Console After logging in to the workspace, click on Admin Console icon to access the administrative functions of Secure Support, Chat, Desktop Sharing & Knowledge Base. Note: Accessing the admin console only does not use a seat license. However, if you have logged in to the operator console before accessing the admin console, you must log out or exit the operator console to release the seat license. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 13

Live. Person Suite: Administrator Procedures Admin Console Home LP 111222333 admin Use the menu Live. Person Suite: Administrator Procedures Admin Console Home LP 111222333 admin Use the menu bar to navigate through the Admin site. Your user name and Secure Support site ID will be located at the top left of the console. Note: The Admin console is integrated with the full Live. Person suite of products. If you do not have Secure Support, Chat, Desktop Sharing or Knowledge Base please ignore those areas unless otherwise instructed. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 14

Live. Person Suite: Administrator Procedures Initial Setup Template Important: Your Admin Console will be Live. Person Suite: Administrator Procedures Initial Setup Template Important: Your Admin Console will be pre-populated with default settings created by Intuit Financial Services to assist in getting started with your set up. However, these screens will need to be customized by you in order to complete the set up specific to your financial institution. When an email address needs to be entered you will see [[email protected] com]. Other fields that require customization will be identified using [ ]. Be sure to update the Default Account E-Mail Address field with the general email address of your FI. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 15

Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings Note: Some fields Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings Note: Some fields may not be set up and applicable depending on your institution’s installation. Account Set Up • Account Set Up > Settings > Chat Tab - Default Account Email Address • Account Set Up > Settings > Email Tab - Sender name and Sender Email Address • Account Set Up > Settings > Login Policy (suggested policies have been set) • Account Set Up > Settings > Operator Console (suggested tables have been set) • Account Set Up > Online Status > Shift Scheduler (sample departments and holidays have been set) • Account Set Up > Cross Channel Set Up > Ticketing Set Up (suggested time limits have been set) • Account Set Up > Cross Channel Set Up > Operator Forms (sample forms have been created for all form types) User Set Up • User Set Up > Permissions > Permission Groups (sample groups with suggested permissions have been created) (Continued on next page) Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 16

Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings (Cont’d) User Set Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings (Cont’d) User Set Up (Cont’d) • User Set Up > Skills > Skill Groups (suggested skill groups have been set) • User Set Up > Skills > Cross Channel Set-Up (customize sender for Outbound Email for each skill) • User Set Up > Operators (sample user has been created - customize fields to meet your needs) Visitor Experience • Visitor Experience > Chat > Window Editor (default window colors have been set under Classic Look) • Visitor Experience > Chat > Surveys (sample entries on each survey) • Visitor Experience > Email > Templates (sample entries on each type of outgoing mail) • Visitor Experience > Email > Secure Forms (sample entries on each type of form) • Visitor Experience > Email > Standard Forms (sample entries on each type of form) • Visitor Experience > Knowledgebase > Properties (sample entries in header and footer) (Continued on next page) Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 17

Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings (Cont’d) Content Management Live. Person Suite: Administrator Procedures Initial Setup Template Customizable Default Settings (Cont’d) Content Management • Content Management > Chat > Canned Responses (sample entries on bill payment responses) Content Management > Chat > System Messages (sample entries in “Current Message” box) • Content Management > Email > Canned Letters (sample entries on bill payment responses) • Content Management > Knowledgebase (samples provided – [ ] reflects customizable areas) Rules • Rules > Visitor Rules (sample rule added – modify the rule parameters as needed) • Rules > Ticketing Rules (sample rule added - modify the rule parameters as needed) • Rules > Knowledgebase Rules (sample rule added - modify the rule parameters as needed) Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 18

Live. Person Suite: Administrator Procedures Overview - Objectives In this section, you learned: how Live. Person Suite: Administrator Procedures Overview - Objectives In this section, you learned: how to determine what training should be provided for each of your financial institution employees key terms for Secure Support, Chat, Desktop Sharing and Knowledge Base how to access the Admin Console what fields should be customized when setting up the product Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 19

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Section 2: Account Set Up Intuit Financial Services University Live. Person Suite Administrator Procedures Section 2: Account Set Up Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Account Set Up - Objectives By the end of Live. Person Suite: Administrator Procedures Account Set Up - Objectives By the end of this section, you will learn: q how to set up your default product settings for Secure Support and/or Secure Chat q how to control operator access to the Admin Console q how to provide access to Secure Support and/or Secure Chat from your public website q how to enable or disable Desktop Sharing q how to schedule dates and times when Chat is available q how to create operator forms to monitor employee feedback Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 22

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Chat Tab LP Live. Person Suite: Administrator Procedures Account Set Up > Settings > Chat Tab LP 111222333 admin Select the Operator Dash. Board checkbox to automatically load the Dash. Board (covered later) upon each operator login. This setting is disabled by default. Contact Intuit Financial Services to enable this functionality. Update the Default Account E-Mail Address field with the general email address of your FI. Select Language to use within Secure Chat and Support. Note: Invitation Settings are not applicable. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 23

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab To Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab To streamline operations, your financial institution can route any regular (POP 3) email boxes through Secure Support. This would create one central location for all incoming email. If you wish to bring in regular email, click the New Server button. How Does This Work? If regular email is viewed using Outlook, operators can now access that email in Secure Support along with secure email sent from behind the login. Operators will need to pay close attention to which messages are secure if using this feature. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 24

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab As Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab As an example, if you want to route your [email protected] com emails through Secure Support, your IT department can enter the server information and then choose the skill group these non secure emails should be routed to. POP 3 email through this feature is not secure nor are the replies. Responses to the consumer will go to their regular email address. Warning: Before adding an email server here you must clean out all existing emails on the server. Without doing this, all existing emails will come in to Secure Support as new tickets. For this reason, it is recommended to set up a new email address if using this feature. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 25

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab To Live. Person Suite: Administrator Procedures Account Set Up > Settings > Email Tab To allow attachments in incoming and outgoing emails make the selection here. The recommended maximum file size for attachments is 5 MB. Caution: Attachments in inbound messages are not scanned for viruses. The name and email address under Default Sender for Outbound Email will appear in the ‘From’ field on automated and non secure responses to the consumer. Do not enter your personal information here. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 26

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Password Policy is highly recommended but not required. This only applies to administrators and operators who will log into the Secure Support workspace or the Admin Console. This feature in no way affects consumer passwords. Click to enable or disable a specific policy. You may also customize the password requirements and expiration period for passwords to match any standards set by your financial institution. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 27

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Password Duration makes operators aware that their password will expire in a specific number of days. This notification can come in the form of on-screen alerts and/or an email alert. IP Policy allows you to block logins to your workspace or admin console from unidentified IP addresses. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 28

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Failed Login Policy locks out operators after a set number of failed logins. Reset Password sends an email to the password notification email address alerting the Admin if an Admin or Operator uses the Lost Password link. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 29

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Live. Person Suite: Administrator Procedures Account Set Up > Settings > Login Policy Tab Auto-Disable Operator Policy locks out operators after not logging in to the Operator Console within a set period of time. Idle Operator Policy locks the Operator Console and/or logs the operator out after a set period of time. Tip: Use this feature to release a seat license in use if the operator forgets to log off at the end of a shift. Notes • A status set to Away when idle will not automatically return to Online upon returning to the computer • Login Policy settings are global and will affect all operators regardless of permission settings. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 30

Live. Person Suite: Administrator Procedures Account Set Up > Settings > Operator Console Tab Live. Person Suite: Administrator Procedures Account Set Up > Settings > Operator Console Tab You can customize the order of visitor information (such as SSO details provided by the DPV) in the Operator Console's Info tab to display the most pertinent information first, making it easily available to your operators. Data is populated when the ticket is first created and does not refresh on each log in. Drag and drop the options under the name column to customize the order of visitor information in the Operator Console's Info tab. Click Submit All Changes at the bottom of the page to apply the new settings. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 31

Live. Person Suite: Administrator Procedures Account Set Up > Settings > ACD Tab With Live. Person Suite: Administrator Procedures Account Set Up > Settings > ACD Tab With Automatic Call Distribution (ACD) enabled, the system will automatically distribute chats to operators to increase efficiency and quality of service. Call Presentation Timeout - the time interval (in seconds) within which operators must handle requests assigned to them. If the operator does not take the request within the specified time interval, the request is rerouted to the skill group. The default is 20 seconds. Set operator status to ‘Away’ if Call Presentations Time Out – an operator that does not take requests within the specified time interval automatically has their status set to Away. No further requests are routed to the operator until they manually reset their status to Online. Default Auto Accept Setting - operators are automatically placed into chat and do not have to press the ‘accept’ button. You can override the setting for individual operators in the Operator Setup section. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 32

Live. Person Suite: Administrator Procedures Account Set Up > Settings > ACD Tab ACD Live. Person Suite: Administrator Procedures Account Set Up > Settings > ACD Tab ACD Attribute Sets can be created to assign different operators to different ACD settings. The priority order is used to resolve conflicts where an operator belongs to multiple operator groups. Operators may be assigned to a given attribute set when defining operator groups or setting up individual operators (covered later). Note: The inherited site settings are taken from the values defined on the main ACD Settings page. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 33

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab If you are putting a Chat button on the public website, you can select the type of button that consumers will use to chat with a rep. This tool creates the HTML to paste on your public site. To begin, select “No thanks! I will update my tags to Enhanced Monitor Tag later” and click Next. This option is not applicable. LP 111222333 admin If you are not offering chat on your public website (in front of the secure login) you may skip this section (Page Code Builder > Chat Tab). Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 34

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab Choose an button type. Options include a graphical chat button, a question box, a text link or a video option. It is recommended to use the custom Chat Button. You may see a full set of graphics by clicking on the Image Gallery link above the button types. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 35

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab > Select Design If using the standard graphics, choose the Language, and the Category of graphics and choose from the styles offered. It is recommended to use custom graphics to give your chat window and buttons the look and feel of your Internet Banking and/or website. Select Custom from the Graphic Source drop down and insert the URL to the folder where the graphics are stored on your server. Note: You must follow your web hosting instructions to upload the graphic to your server outside of Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 36

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab > Display Options Use this page to add text to appear next to the chat button. You may format the text to match the look of your site using the format palette or input HTML by choosing the HTML button. Select the Text Position and click Apply to preview the finished look. Displaying text next to the chat button is optional. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 37

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab > Advanced Options Select to route chat button clicks to a specific skill or agent. Note: This button will only show as ‘Online’ when that user or skill group is also online. Select the option to remove Java. Script if not supported by your website (this is not common). Select the option to include the new button in your Knowledge base template. This allows consumers to initiate chats in Knowledge base. Note: Invitation Options are not applicable for your installation. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 38

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Chat Tab > Get HTML Tags Check the Use Secure Links box if Secure Chat will be available behind Internet Banking or Business Banking. Copy and paste the Button Tag HTML code to chosen pages on your public website for the Chat button to appear. You must contact Intuit Financial Services to place the Chat button behind Internet Banking or Business Banking. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 39

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Email Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Email Tab The email tag embedding contains the URLs for Secure Support access. Your web site administrator will use these to create links on your public website. Note: The secure tags will not be used if you are not offering secure email to your public website visitors. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 40

Live. Person Suite: Administrator Procedures Account Set Up > Collaboration > Desktop Sharing Tab Live. Person Suite: Administrator Procedures Account Set Up > Collaboration > Desktop Sharing Tab The Desktop Sharing feature allows remote access to a consumer’s desktop from within a chat session. Click to enable or disable this feature and select the Experience Type. There are two modes available for Desktop Sharing. The chosen mode is system-wide. View Mode: operators may view the consumer’s desktop and control the cursor. This is the recommended mode. Interactive Mode: operators have full control of the remote computer. Working in Interactive Mode requires the visitor’s approval. However, the visitor can switch back to view only mode at any point. For security reasons, an operator is not able to transfer or copy data or files from the visitor’s computer. LP 111222333 admin Desktop Sharing may be enabled or disabled for individual operators on the User Set Up > Operators screen. All operators enabled for Desktop Sharing will utilize the system-wide mode set above. Note: Desktop Sharing is available as an additional feature. Contact Intuit Financial Services if you wish to offer this to your consumers. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 41

Live. Person Suite: Administrator Procedures Account Set Up > Online Status Tab In order Live. Person Suite: Administrator Procedures Account Set Up > Online Status Tab In order to test or go live with Secure Chat you must take your Secure Chat site online. From this screen you can take the whole account, individual skills or individual operators online/offline manually. This will not affect the receipt of tickets if your FI also has Secure Support. Taking a skill group ‘offline’ will remove it from the consumer’s choices when submitting a chat. Taking an operator ‘offline’ allows their seat to be available to other operators. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 42

Live. Person Suite: Administrator Procedures Account Set Up > Online Status > Shift Scheduler Live. Person Suite: Administrator Procedures Account Set Up > Online Status > Shift Scheduler Tab You can design a working schedule for a skill group that will override all statuses set on the Online Status tab as well as each operators status in the operator console. Tip: Use the Shift Scheduler to automatically take Secure Chat offline during non-business hours. In the event that an operator must work late to answer email or perform other tasks, chat will remain closed even if the operator's status is Online. LP 111222333 admin Step 1: Enable Shift Scheduler and click New Date Item. Step 2: Enter the Name of the schedule (ex. Holidays) and each date item name, start date and end date. Click Update (not shown). Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 43

Live. Person Suite: Administrator Procedures Account Set Up > Online Status > Shift Scheduler Live. Person Suite: Administrator Procedures Account Set Up > Online Status > Shift Scheduler Tab Step 1: To enter a repeating schedule click Weekly Item from the previous screen Step 2: Select the Skill(s) for which the schedule applies. Step 3: Choose if this is a Non working day, specific days of the week, or specific shifts with the times. Step 4: Click Update (not shown) Note: Use of the Shift Scheduler is not required in order to use Secure Chat. This tool simply overrides the current status for each operator in their individual operator consoles. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 44

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Ticketing Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Ticketing Set Up Tab Secure Support allows your financial institution to set service level agreements for your email responses. Here you can set automatic time limits for tickets to be re-routed to other available operators. How Does This Work? Operators can set consumer replies to go directly back to them or set tickets as pending when performing further research. The limits set here will move a given ticket back to the general queue after the time expires. Operator Assignment Time Limit: If an operator does not take the ticket, it is placed back into the queue. Operator Offline Time Limit: If an operator is offline with tickets in their workspace, those tickets will be returned to the queue. Pending Customer Time Limit: If a ticket is released pending customer information, it will be returned to the queue. Pending Internal Action Time Limit: If a ticket is released pending internal follow-up, it is returned to the queue. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 45

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Ticketing Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Ticketing Set Up Tab Ticketing Rules Settings: Select to allow an operator to over-ride any routing rules set when a ticket is released. Email Error Handling: All emails sent from the Live. Person system that are experiencing delivery errors are returned to the queue for reattempted delivery. The re-attempt timeout may also be set. Chat Integration: Allow consumers to generate a standard email message if chat is not available. This may be customized at Visitor Experience > Chat > Surveys > Offline Survey. Offline email messages can automatically generate tickets if the offline email address is added as POP 3 in the Settings > Email tab. In addition, tickets may be created for all incoming chats for tracking purposes. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 46

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Operator Forms allow your financial institution to collect information from the operator through customizable forms when releasing a ticket or chat message (optional). Ticket Operator: Allows the operator to rate a ticket based on predefined questions. Chat Operator: Allows the operator to rate a ticket based on predefined questions. Log a Call: Used when an operator wants to log notes from a phone call into Secure Support. User Registration (by operator): Allows an operator to manually register a website visitor for Secure Support. Not recommended. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 47

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Step 1: Select the Form Type and the click here to enable link. Step 2: Enter a Form Heading to be viewed by the operator. Step 3: Click the New Question button and enter the question. Step 4: Select the Answer Type and select if the question is required. Step 5: Based on the Answer Type, add all possible answers. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 48

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Survey Logic (optional) allows the display of each survey question to be dependent on the answer given to an earlier question. It is supported in all survey-types for Chat channels. Click by click instructions are available in the Click here to learn how… link. Step 6: After creating all questions select the initial question in the logic path. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 49

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Survey Logic (cont’d) Step 7: Click the Survey Logic tab. Step 8: Select the answer to build the logic on. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 50

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Survey Logic (cont’d) Step 9: Check the next question the survey should take the visitor to. Click the green check box and then Updates Done. Step 10: Repeat these steps for each answer in this question and then each question in the survey. Note: There is no limit to the number of questions in a path, and a survey can contain multiple paths. The logic path for each conditional question can be seen within its 'Survey Logic' tab. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 51

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Auto-submit (optional) enables an Administrator to configure an Operator Survey to be submitted automatically (with pre-defined answers) for conversations that are non-interactive. Step 12: Check this box in addition to selecting which answer is the auto submit answer for each question in the survey (see next page). Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 52

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Step 13: After selecting the question, click the Auto-Submit tab and check the box next to Automatically submit for non-interactive chats. Step 14: Choose the to be submitted for these surveys. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 53

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab Step 15: Move questions up or down using the Order arrows. Step 16: Preview the form to confirm all of the changes are correct or click Auto-Submit Preview to see the auto submit survey. (top) Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 54

Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Live. Person Suite: Administrator Procedures Account Set Up > Cross-Channel Set Up > Operator Forms Tab To re-order the survey questions click on the arrows. Click the red and green buttons to change the visible or required status. (bottom) Step 17: Click Submit All Changes to update survey. Note: The Account Set Up > Applications tab is not applicable to Intuit Financial Services clients. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 55

Live. Person Suite: Administrator Procedures Account Set Up - Practical Applications 1. Is it Live. Person Suite: Administrator Procedures Account Set Up - Practical Applications 1. Is it possible to route all non-secure email at the financial institution through the Secure Support operator console? If so, how? 2. True or False? You should always change the default template e-mail address to a general financial institution email address. 3. Where would a financial institution go to disable attachments on incoming messages from a consumer? 4. True or False? The Shift Scheduler (Online Status > Shift Scheduler Tab) must be enabled in chat with consumers. 5. What is the purpose of creating an operator form? Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 56

Live. Person Suite: Administrator Procedures Account Set Up - Objectives In this section, you Live. Person Suite: Administrator Procedures Account Set Up - Objectives In this section, you learned: how to set up your default product settings for Secure Support and/or Secure Chat how to control operator access to the Admin Console how to provide access to Secure Support and/or Secure Chat from your public website how to enable or disable Desktop Sharing how to schedule dates and times when Chat is available how to create operator forms to monitor employee feedback Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 57

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Section 3: User Set Up Intuit Financial Services University Live. Person Suite Administrator Procedures Section 3: User Set Up Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures User Set Up - Objectives By the end of Live. Person Suite: Administrator Procedures User Set Up - Objectives By the end of this section, you will learn: q how to assign permission groups q how to set up operators and operator groups q how to customize permissions for operators q how to create skills to route questions tickets and chats q how to adjust the properties set to each skill Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 60

Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Permissions are used to assign the features that can be accessed by operators in Secure Support. Different groups are created for various roles such as Call Center Supervisors, Marketing, and/or IT Administrators. The administrators and operators groups are set up for you. The administrators group is set up with all options and cannot be modified. You may edit or delete the operators group and any additional groups you create. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 61

Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Enter the Group Name and Description and select the features you want this group to access in Secure Chat and Support. Note: Some permissions are only applicable based on your installation. See the next two pages for Chat and Support permissions. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 62

Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Secure Support Permissions Take Any Ticket In System – Operator is allowed to take any ticket that is currently queued. View Any Ticket In System – Operator is allowed to view any ticket that is currently queued. Return Any Ticket in System to Queue – Operator is allowed to take any ticket and return to the system after viewing it. Set Custom Time Limits for Pending Tickets – Operator is allowed to set the system properties for pending tickets. Link and Unlink Tickets – Operator is allows to link similar tickets together. Note: Secure tickets may not be linked. Export Tickets – Operator is allowed to export tickets Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 63

Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Permissions > Permission Groups Tab Secure Chat Permissions Accept Any Chat – Operator is allowed to take any chat that is currently queued. Refuse Chats – Operator is allowed to refuse any chat that is currently queued. Engage Chats – N/A Participate in (others) Chats – Operator is allowed to intervene in other Operator’s chats. Accept chats beyond max chats – Operator is allowed to accept more chats than his/her max chat limit. Note: Enabling or disabling Desktop Sharing is controlled from the Operators Tab (covered later in this module). Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 64

Live. Person Suite: Administrator Procedures User Set Up > Skills > Skill Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Skills > Skill Groups Tab Skill Groups are used to route consumer emails within Secure Support. Based on the Skill Group or category the consumer selects when initiating an email, the email is routed to a queue. Operators are assigned to skill groups based on their area of expertise. Set as Default: If the consumer does not select a skill, the email will automatically route to the default selected here. Deleting a Skill Group: In order to delete a skill, all operators (labeled as members on this screen) must first be removed by clicking the skill group name and moving members to the left. Note: Creating too many skill groups creates too many choices for the consumer. It is recommended to create no more than 5 -6 skills. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 65

Live. Person Suite: Administrator Procedures User Set Up > Skills > Skill Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Skills > Skill Groups Tab The Skill Name will display for the consumer when initiating an email. The Description is shown to the operator in the workspace. The Email field will display in the from field on automatic acknowledgements from this skill group. If left blank it will default to the Default E-Mail Email Address. The Members are the operators with the expertise to answer inquiries in this category. You can also assign skills to operators when setting up or editing operators under the Operators > Operators Tab Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 66

Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Select the email templates and settings you want associated with each skill group, also assign the sender's email address and sender's name that will be used for outgoing mail and automatic acknowledgements from this skill group. Be sure to edit the properties for each skill group in the dropdown. This is easily overlooked. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 67

Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Sender for Outbound Email is used in the ‘From’ field on outgoing mail from this skill group. Select this box if you want Automatic Acknowledgements sent from this skill group. Check this box to Reject non-secure emails to this skill group (rejects Regular Email or non-secure emails). Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 68

Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Live. Person Suite: Administrator Procedures User Set Up > Skills > Cross-Channel Properties Tab Force Knowledge Base Self-Help forces emails to this skill group through Knowledge Base for an answer before submitting to Secure Support. This may help to reduce common support inquiries, but will create an additional step for consumers when sending secure messages. Specify the Default Email Templates used with this skill. Operators can override these defaults on an individual basis. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 69

Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Regardless of how Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Regardless of how many seat licenses you have contracted for, you can add as many operators to the system as needed. You can also modify the properties of existing operators and delete operators. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 70

Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Descriptions of each Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Descriptions of each field are listed below. Note that some may not be applicable based on your installation. Display Name - appears on administrator reports only Login Name - User ID to access the Operator Console Nickname - appears on signature line for outgoing emails and tag line for chat responses Employee ID - optional Password - to access the Operator Console E-mail Address - use financial institution general email only Max no. of chats - maximum chats that can be taken at one time In summary, the Nickname is the name that displays to consumers. All other fields are used behind the scenes. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 71

Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Call Presentation Timeout Live. Person Suite: Administrator Procedures User Set Up > Operators Tab Call Presentation Timeout - the time interval (in seconds) within which the operator must handle requests assigned to him/her. Set operator status to ‘Away’ if Call Presentations Time Out – an operator that does not take requests within the specified time interval automatically has their status set to Away. ACD Auto Accept Setting - the operator is automatically placed into chat and does not have to press the ‘accept’ button. Max no. of tickets in workspace- maximum tickets at one time Permission Group - determines operators’ access rights Accept Incoming chats - allows an operator to take chats Use Desktop Sharing – enables ability to see the consumer’s desktop (and gain full control based on global permission set) Use Co. Browse - N/A (do not check) Skills - area of expertise for which operator can answer inquiries Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 72

Live. Person Suite: Administrator Procedures User Set Up > Operators > Operator Groups Tab Live. Person Suite: Administrator Procedures User Set Up > Operators > Operator Groups Tab Group operators together for reporting purposes. When running reports the administrator can specify the name of the group instead of entering each individual operator name. The feature is available for use in Operations Reports. After entering the Group Name, e. g. Part-time Reps, then select the Members (operators) who belong to this group, select the ACD Attribute Set (if used – chat only) and click the right arrow to add the user to the group. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 73

Live. Person Suite: Administrator Procedures User Set Up - Practical Applications 1. Describe the Live. Person Suite: Administrator Procedures User Set Up - Practical Applications 1. Describe the steps taken to set up a new permission group. 2. What is the purpose of setting up skills? Why should you limit the number of skills that you create? 3. True or False? You must adjust the cross-channel properties for each skill individually. 4. List the steps taken to grant a new employee access to the Operator Console. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 74

Live. Person Suite: Administrator Procedures User Set Up - Objectives In this section, you Live. Person Suite: Administrator Procedures User Set Up - Objectives In this section, you learned: how to assign permission groups for Support and Chat how to set up operators and operator groups how to customize permissions for operators how to create skills to route questions tickets and chats how to adjust the properties set to each skill Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 75

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Section 4: Visitor Experience Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Section 4: Visitor Experience Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Visitor Experience - Objectives By the end of this Live. Person Suite: Administrator Procedures Visitor Experience - Objectives By the end of this section, you will learn: q how to customize the chat window to match your site q how to build consumer chat surveys q how to customize email templates for secure tickets q how to enable and customize secure forms Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 78

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Here you Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Here you can design the chat and survey window layout. You may also elect to customize the chat window (recommended). Step 1: Select the Window Skin and Window Type to be customized. Note: You will need to choose customized settings for each of your Window Types. In addition, the ‘Legacy Look’ has limited features for customization. Step 2: Choose the Dimensions of the window. You may apply these dimensions to all window types by checking this option. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 79

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 3: Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 3: Select the Button Language to be used. Step 4: Choose the Button Type for each button. You may choose buttons from the gallery, a custom image or custom text. Some button choices may be grayed out. This depends on the Window Type you have selected to customize. You may also use custom graphics to match the look and feel of your website. Select Custom from the Button Type drop down and insert the URL to the folder where the graphics are stored on your server. Note: You must follow your web hosting instructions to upload the graphic to your server before adding the URL in Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 80

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 5: Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 5: Use the Select Colors tool to choose body and text background colors. You can choose from the provided color palette or use the eye dropper tool to select a custom color. Step 6: Use the Select Styles tool to customize font, size and style details for each text area in your chat window. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 81

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 7: Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 7: Select the Branding tab to select an image to display on the right-hand side of the chat window. You may also upload a custom image to match the branding of your website. Step 8: Click the Preview button at the bottom of the page to view all changes made to the chat window. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 82

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 9: Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Window Editor Step 9: Selecting the Chat Window in Window Type allows several additional changes to be made under the Extras tab. Options include emailing or printing transcripts (not recommended for secure chats), prompting for visitor name (Modern Look) and showing typing notifications (recommended). Step 10: Click Save All to save all changes made in the Window Editor. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 83

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Using the Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Using the chat survey allows you to gather information about the consumer or visitor to your website. To use a survey, first enable it by clicking the link at top right. Next, click on any existing questions to edit them or click the New Question button to add new questions in order to customize the form. Pre-Chat Survey – collect information about a visitor's needs prior to the chat. If you prefer to have the visitor start typing their question after a chat session is started, the Pre-Chat survey is not required. Exit Survey – gather useful feedback from the visitor’s experience Chat Operator Survey – allows the Operator/employee to rate success of chat after completion Offline Survey – allows the visitor to send an email if operators are offline. This form is used to customize what displays to visitors if chat is not available. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 84

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Add a Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Add a New Question: Step 1: Enter the Question Step 2: Chose the Answer Type Step 3: Check if the question is Required or just Visible Step 4: Selecting Prepopulate works off of the consumer’s cookies. Step 5: Enter the answer options (except for Text Field and Text Area) and click Update. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 85

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Click Preview Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Surveys Tab Click Preview to see survey as it would appear to consumers. Click the link to enable/disable the survey. Use the arrows to reorder questions. Click Hide to disable or Delete to remove it. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 86

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons The Custom Button Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons The Custom Button Library is where you create and edit Button Types. Buttons enable visitors to request a chat with an agent. You can add any number of buttons to pages on your website. The buttons that are created in the Custom Button Library generate HTML code which is obtained from the Page Code Builder. After you have deployed buttons on your web pages, the buttons can be customized within the library and the changes will appear immediately on your web pages without the need to revise any code in the Page Code Builder. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 87

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Add a New Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Add a New Button: Step 1: Click the New Chat Button (shown on previous page) to view the Button Options screen. Step 2: Enter a name for the button and description (optional). Step 3: Set the button position. This determines if the button will continue to display on screen if the visitor scrolls up or down. Step 4: Select the Graphic Source. Change this to Custom if you wish to use custom graphics created at your financial institution. Select Button Language and Category to view all available options from the Gallery. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 88

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Step 5: If Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Step 5: If using a gallery image, select the shape and color. Step 6: Customize the Mouseover Text Settings if desired. This is the text that displays when the visitor hovers over the image. Step 7: Confirm that the preview looks correct and click Save To Library to save for use in the Page Code Builder. Advanced Options are available to further customize each button. These are covered on the next page and should be changed prior to clicking the Save To Library button. Note: Follow the same steps to customize a New Chat Box or New Chat Link. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 89

Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Advanced Options: • Live. Person Suite: Administrator Procedures Visitor Experience > Chat > Buttons Advanced Options: • Accompanying text may be added near the chat button to provide further details or instructions for visitors. • Routing Options may be set to send visitors to a particular skill group or agent. It is not recommended to route to agents as the button will show as offline if the given agent is not online. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 90

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Templates are Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Templates are various pre-formatted email messages that are used to send outbound mail from the system. You can create several templates of a particular kind and you can set the default template used per skill. The Default template is provided for you but must be customized with your financial institution’s information. LP 111222333 admin Tip: Copy the text from the Default template to use as a base when creating new templates. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 91

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Email Response Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Email Response Templates: Outgoing Response Template: Template used by the operator to write responses to the consumer’s emails. Used when replying to both secure and non-secure emails. Automatic Acknowledgement: A system-generated email used to acknowledge initial receipt of a visitor’s message. This email is sent to the visitor’s regular email address (Gmail, Yahoo, etc) *See note below. Secure Response Notification: A system-generated email used to notify visitors that they have new secure mail in their secure inbox. This email is sent to the visitor’s regular email address (Gmail, Yahoo, etc). *See note below. *Note: Email from this template is not secure – do not include the $!{ticket. lastmessage. content macro (covered next) in this template. Lost Password Reminder: Template used in system-generated response to a visitor submitting the Lost Password Form (only used for Secure Email accounts from the public website – this has no affect on passwords for Internet Banking, Business Banking and/or BFS). Template notifies the visitor of their secure email account password. New Ticket – Outbound Message: Template used in systemgenerated acknowledgement when an operator/employee creates a new ticket to a visitor. Note: New secure tickets can not be created by operators - secure tickets must be initiated by the consumer/visitor. For this reason, this template has no affect with secure tickets. Reject Non-Secure Mail: A system-generated email used to notify a visitor that their non-secure email sent (when replying by accident to an automatic acknowledgement email) will not be responded to by the financial institution. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 92

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Step 1: Live. Person Suite: Administrator Procedures Visitor Experience > Email > Templates Tab Step 1: Enter a Name and description for the template Step 2: The Subject appears in the subject line of the outgoing email Step 3: Specify a Parent to inherit properties from another template Step 4: Select Displayed to make template available to operators Step 5: Enter HTML Text and/or Plain Text for body of email Important: The HTML and Plain Text fields must contain the {LPBODY} macro tag. The Subject field must contain the {LPTICKET!number} macro tag. HTML Text will be used for all secure tickets. Otherwise, the system will use the format contained in the original email. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 93

Live. Person Suite: Administrator Procedures Visitor Experience - Macro Tags Macro tags allow you Live. Person Suite: Administrator Procedures Visitor Experience - Macro Tags Macro tags allow you to automatically embed specific consumer, operator, or ticket information within an email template. A macro tag is specified using the syntax {SYSTEM!property} where • system - the general area of information the macro draws from • property - a specific piece of information Available Macro Tags Syntax Description $!{ticket. id} the number of the ticket $!{ticket. outemail. name} virtual sender name for outgoing responses $!{ticket. outemail} virtual sender email address for outgoing responses $!{ticket. skill} skill of current ticket $!{ticket. subject} original subject of the ticket (from the first message) $!{ticket. lastmessage. co ntent} the content (body) of the last incoming message (do not use in the Automatic Acknowledgement or Secure Response Notification templates) $!{ticket. lastmessage. su bject} the subject line for the last incoming message of the ticket $!{ticket. lastmessage. fro m. email} email address of the sender of the last incoming message in this ticket $!{ticket. lastmessage. fro m. name} sender name for the last incoming message in this ticket $!{info. sinbox. url} URL to the Secure Inbox Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 94

Live. Person Suite: Administrator Procedures Visitor Experience - Macro Tags Available Macro Tags (cont’d) Live. Person Suite: Administrator Procedures Visitor Experience - Macro Tags Available Macro Tags (cont’d) Syntax Description $!{ticket. lastmessage. to. em ail} ‘To’ addressees for the last incoming message of the ticket $!{ticket. lastmessage. vars. v arname} used to take the answers from the incoming message form. $!{ticket. primarycontact. em ail} sender’s email address from their first incoming message $!{ticket. primarycontact. ide ntifier} sender’s name from their first incoming message $!{ticket. primarycontact. var s. varname} value of custom variable varname associated with the first incoming message $!{operator. displayname} the display name of the operator $!{operator. nickname} nickname of the operator $!{operator. email} email address of the operator $!{info. kbpath} path of Knowledge Base (if escalated from article) $!{contact. identifier} name of the contact $!{contact. email} email address of the contact $!{contact. uniqueid} unique ID for the contact $!{contact. password} password for the secure mail user Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 95

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab There Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab There are seven Secure Forms that can be configured to your specifications. These forms allow you to customize the look and feel of Secure Support for the consumer. Select the form from the Form Type menu to update the form. A few forms will not be used if your financial institution does not offer email on your public website (outside of the secure login for Internet Banking, Business Banking and/or BFS). These forms are labeled on the following pages as Public Website Access. LP 111222333 admin Note: Adding, editing, and reordering form questions works the same way with Secure Forms as it does with Operator Forms. Details may be reviewed in the previous section. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 96

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab New Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab New Message Form (All Users): Provides the consumer with a secure interface for submitting messages to an operator. The form is displayed when the consumer clicks the Create New Inquiry button on the secure inbox main screen. Update Ticket Form (All Users): Used by visitors who wish to update or follow up on their initial inquiry. Note: The department (skills) drop-down list does not automatically update when skills are added or deleted under User Set Up > Skills > Skill Groups Tab. Skills must be updated by editing the secure form as described in this section. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 97

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab Feedback Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab Feedback Form (Optional for All Users): Used to add a link to a satisfaction survey when sending a secure email response to a consumer. The comments field has a 1000 character limit. Lost Password Form (Public Website Access): Used by the website visitor if they have misplaced their password. A message with their login and password is automatically generated and sent to their email address. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 98

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Login Form (Public Website Access): This is the login form for public website visitors to access their secure messages in Secure Support. Public website visitors refers to consumers who are not logged in to Internet Banking or Business Banking. Note: Question types required for this form are UNIQUE IDENTIFIER (i. e. Email Address) and PASSWORD. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 99

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Registration Form (Public Website Access): Used to allow public website visitors to create a user account for the secure inbox from your public website. This form is displayed when the website visitor clicks “Don’t have a password? Click here to create an account” link on the secure in box login screen on your website. Note: Question types required for this form are NAME and EMAIL. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 100

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Live. Person Suite: Administrator Procedures Visitor Experience > Email > Secure Forms Tab User Update Profile Form (Public Website Access): Allows a website visitor to change their email address and password for their Secure Support account. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 101

Live. Person Suite: Administrator Procedures Visitor Experience > Email > Standard Forms Tab This Live. Person Suite: Administrator Procedures Visitor Experience > Email > Standard Forms Tab This form may be used to replace any standard contact forms on the public website. Responses are collected with all other messages in the operator console. However, information in the form is not transmitted using a secure line of communication. Consumers with sensitive information should be informed not to use this form. The HTML code to place this form on the public website is generated under Account Set Up > Page Code Builder > Email Tab. Available Forms: New Message Form Feedback Form LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 102

Live. Person Suite: Administrator Procedures Visitor Experience - Practical Applications 1. Describe the steps Live. Person Suite: Administrator Procedures Visitor Experience - Practical Applications 1. Describe the steps taken to use a custom graphic from your website in the secure chat window. 2. List the chat survey types and describe the function of each. 3. True or False? It is okay to delete {LPTICKET!number} macro tag from the subject line of an email template. 4. List the secure email forms that apply to public website consumers. List those that apply to consumers logged in to Internet or Business Banking. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 103

Live. Person Suite: Administrator Procedures Visitor Experience - Objectives In this section, you learned: Live. Person Suite: Administrator Procedures Visitor Experience - Objectives In this section, you learned: how to customize the chat window to match your site how to build consumer chat surveys how to customize email templates for secure tickets how to enable and customize secure forms Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 104

Section 5: Content Management Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Section 5: Content Management Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Content Management - Objectives By the end of this Live. Person Suite: Administrator Procedures Content Management - Objectives By the end of this section, you will learn: q how to add and edit canned responses and letters q how to edit the default system messages q how to approve and edit suggested content q how to search for specific content within the product Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 106

Live. Person Suite: Administrator Procedures Content Management > Chat > Canned Responses Tab Canned Live. Person Suite: Administrator Procedures Content Management > Chat > Canned Responses Tab Canned responses are text phrases, sentences or paragraphs that are stored in the Canned Responses Database for repeated use. Canned responses allow the operator to insert commonly used text phrases quickly into a chat response with only a few keystrokes. Text is already provided for you. Step 1: Click a category link to additional entries. LP 111222333 admin Step 2: From the pop-up menu click Add Menu to add a new category of canned letters, e. g. Introductions. Step 3: Enter the name of the menu. This will only be seen by operators. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 107

Live. Person Suite: Administrator Procedures Content Management > Chat > Canned Responses Tab Step Live. Person Suite: Administrator Procedures Content Management > Chat > Canned Responses Tab Step 4: Click Add Entry to enter the canned response. Step 5: Enter a Macro (optional) then enter the Name of the response and the HTML and/or Plain Text content. Step 6: The Hot Key creates a shortcut for the operator (optional). Add Separator: create a break between menus Delete: remove canned response from database Enable/Disable: remove response from operator view Move: move response to another menu Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 108

Live. Person Suite: Administrator Procedures Content Management > Chat > System Messages Tab System Live. Person Suite: Administrator Procedures Content Management > Chat > System Messages Tab System messages appear during chats to keep your consumers and visitors informed of certain system events. Default messages are provided for you. You may add to or edit these messages. Tip: If you refer to your customer/member support team by a term other than operator, you may wish to edit the defaults here. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 109

Live. Person Suite: Administrator Procedures Content Management > Chat > System Messages Tab Messages Live. Person Suite: Administrator Procedures Content Management > Chat > System Messages Tab Messages Types System Messages – Advise consumers and visitors of the status of the chat. Macro Tags for System Messages: {name} – The nickname of the current operator {Avg. Wait. Minutes} {Avg. Wait. Seconds} – The average wait time computed for this consumer. {Place. In. Q} – The consumer’s numerical rank in the “waiting to chat” queue {Queue. Length} – The number of consumers in the “waiting to chat queue” On-Hold Messages – Automatically sends a message to the consumer when the waiting for response timer reaches the limit. Nonresponsive Messages – Displayed to consumers sequentially when the consumer does not respond during a chat for a specified amount of time. Type Indication – Appears to the consumer or operator advising that the other party is actively typing a response. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 110

Live. Person Suite: Administrator Procedures Content Management > Email > Canned Letters Tab Canned Live. Person Suite: Administrator Procedures Content Management > Email > Canned Letters Tab Canned Letters are text phrases, sentences or paragraphs that are stored in the Canned Letters Database for repeated use. Canned Letters allow you to insert commonly used text phrases quickly into a response email with only a few keystrokes. Letter is already provided for you. Note: Canned Letters may be edited in the same manner used for Canned Responses (Chat). Step 1: Click a category link to additional entries. LP 111222333 admin Step 2: From the pop-up menu click Add Menu to add a new category of canned letters, e. g. Introductions. Step 3: Enter the name of the menu. This will only be seen by operators. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 111

Live. Person Suite: Administrator Procedures Content Management > Email > Canned Letters Tab Step Live. Person Suite: Administrator Procedures Content Management > Email > Canned Letters Tab Step 4: Click Add Entry to enter the canned response. Step 5: Enter a Macro (optional) then enter the Name of the response and the HTML and/or Plain Text content. Step 6: The Hot Key creates a shortcut for the operator (optional). Add Separator: create a break between menus Delete: remove canned response from database Enable/Disable: remove response from operator view Move: move response to another menu Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 112

Live. Person Suite: Administrator Procedures Content Management > Email > Contacts Tab Contacts allows Live. Person Suite: Administrator Procedures Content Management > Email > Contacts Tab Contacts allows you to import, export or delete consumer email addresses that appear in the To: field when composing new tickets in the operator console. Note: New tickets created by the operator are not secure. For this reason, the Contacts Tab does not apply to any secure messages to or from consumers. . Zip or. csv files are accepted file formats. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 113

Live. Person Suite: Administrator Procedures Content Management > Email > Ticket Export Tab The Live. Person Suite: Administrator Procedures Content Management > Email > Ticket Export Tab The Ticket Export feature enables tickets to be exported to a file in XML format. You can specify a ticket ID or use start and end date parameters. You can export tickets for a specific skill and include correspondence only, or all ticket events. Opting to ‘Include Auto Processed’ will include tickets that have been filtered by any rules you may have set up (such as a curse word filter, etc). Opting to ‘Include Ticket Events’ will include events such as notes or call logs that have been added to a particular ticket. Note: This feature is disabled by default. Contact Intuit Financial Services in order to enable this feature for your Financial Institution. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 114

Live. Person Suite: Administrator Procedures Content Management > Suggested Content Operators can suggest content Live. Person Suite: Administrator Procedures Content Management > Suggested Content Operators can suggest content for submission into the canned response database. Suggested content is not available for use by other operators until it has been approved by an administrator. LP 111222333 admin As an administrator you can view, edit, and then approve all new suggested content. New content displays at the next log in to the admin console. It is recommended to check the Suggested Content screen weekly. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 115

Live. Person Suite: Administrator Procedures Content Management > Suggested Content Click on any of Live. Person Suite: Administrator Procedures Content Management > Suggested Content Click on any of the Accept As buttons to add it to the database. This loads the corresponding canned response template where edits may be made before adding the content. The suggested content will remain in the admin console until accepted to all three categories or deleted. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 116

Live. Person Suite: Administrator Procedures Content Management > Search & Edit Tab This feature Live. Person Suite: Administrator Procedures Content Management > Search & Edit Tab This feature provides a shortcut method to search and edit any content in the Canned Mail, Chat and Knowledge Base databases. Enter the keyword(s) you are searching for and click Search. After the results appear, click on the areas that need modification. LP 111222333 admin Tip: Use Search & Edit when fees or policies change. For example, if the fee for a new account has been changed. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 117

Live. Person Suite: Administrator Procedures Content Management - Practical Applications 1. Describe the steps Live. Person Suite: Administrator Procedures Content Management - Practical Applications 1. Describe the steps taken to add a canned chat response to the system. 2. True or False? An admin may only add suggested content to chat responses or email responses. 3. Describe a scenario where it would be helpful to use the search and edit tool. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 118

Live. Person Suite: Administrator Procedures Content Management - Objectives In this section, you learned: Live. Person Suite: Administrator Procedures Content Management - Objectives In this section, you learned: how to add and edit canned responses and letters how to edit the default system messages how to approve and edit suggested content how to search for specific content within the product Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 119

Live. Person Suite: Administrator Procedures This page intentionally left blank. Secure Support, Chat, Desktop Live. Person Suite: Administrator Procedures This page intentionally left blank. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 120

Section 6: Rules, Reporting and Security Intuit Financial Services University Live. Person Suite Administrator Section 6: Rules, Reporting and Security Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Rules and Reporting - Objectives By the end of Live. Person Suite: Administrator Procedures Rules and Reporting - Objectives By the end of this section, you will learn: q how to create visitor and ticketing rules q how to change default report settings q how to review chat transcripts q how to view and schedule reports q how to view real-time operator statistics q how to view account security measures Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 122

Live. Person Suite: Administrator Procedures Rules > Visitor Rules (Chat) Visitor Rules allow you Live. Person Suite: Administrator Procedures Rules > Visitor Rules (Chat) Visitor Rules allow you to define rules that customize the processing of consumers and website visitors. For example, you may create the curse word rule: When visitor clicks to chat and the chat contains a curse word, it will send an email to a supervisor. LP 111222333 admin Blocking Credit Card Patterns in Chats This feature detects credit card patterns in chats and surveys. The detected number is replaced by a masking pattern which is viewed by the visitor and the agent. Please contact your Intuit Financial Services Account Manager if you are interested in activating this feature. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 123

Live. Person Suite: Administrator Procedures Rules > Visitor Rules (Chat) Step 1: Enter a Live. Person Suite: Administrator Procedures Rules > Visitor Rules (Chat) Step 1: Enter a Name and Description then choose the context under Rule Type. Step 2: Define the condition(s) under which the rule is activated, e. g. chats that contain curse words. Exact phrases may be case sensitive; regular expressions allow ‘wild card’ conditions. Step 3: Select the action(s) to take when the condition is met, e. g. send transcript to supervisor. Step 4: Choose Stop processing after this rule. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 124

Live. Person Suite: Administrator Procedures Rules > Ticketing Rules (Email) Ticketing Rules allow you Live. Person Suite: Administrator Procedures Rules > Ticketing Rules (Email) Ticketing Rules allow you to define rules that customize the processing of emails that are received into Secure Support. For example, a rule that is set for When a Message is Received will be triggered for processing each time the system receives an email. At that time, the conditions will be checked, and if found true, the actions will be performed by the system. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 125

Live. Person Suite: Administrator Procedures Rules > Ticketing Rules (Email) Step 1: Enter a Live. Person Suite: Administrator Procedures Rules > Ticketing Rules (Email) Step 1: Enter a Name and Description then choose the context under Rule Type. Step 2: Define the condition(s) under which the rule is activated, e. g. emails that contain curse words or are from a particular consumer. Create a new condition for each word or phrase. Exact phrases are case sensitive; regular expressions allow ‘wild card’ conditions. Step 3: Select the action(s) to take when the condition is met, e. g. discard the email or escalate to a particular skill group. Step 4: Choose Stop processing after this rule. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 126

Live. Person Suite: Administrator Procedures Reporting & Analytics > Report Settings > Reports Settings Live. Person Suite: Administrator Procedures Reporting & Analytics > Report Settings > Reports Settings Tab Excel Settings Worksheet Protection controls the way Microsoft Excel reports are generated. When the Generate Microsoft Excel Reports with Worksheet Protection check box is selected worksheets cannot be changed from within Excel. Default Time Zone Settings are used to determine the time zone when generating reports. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 127

Live. Person Suite: Administrator Procedures Reporting & Analytics > Transcripts Tab (Chat) Transcripts allow Live. Person Suite: Administrator Procedures Reporting & Analytics > Transcripts Tab (Chat) Transcripts allow administrators to review selected chat sessions. Search the database on a daily (last 7 days) or monthly basis (not to exceed 31 days) for a particular chat session to view the full transcript. Live Person maintains 13 months of history. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 128

Live. Person Suite: Administrator Procedures Reporting & Analytics > Transcripts > Export Tab (Chat) Live. Person Suite: Administrator Procedures Reporting & Analytics > Transcripts > Export Tab (Chat) Transcripts may be exported to XML or TXT format using a date range or a specific Session ID. When exporting by Date Range, the range cannot exceed 31 days. Live Person maintains 13 months of history. Note: This feature is disabled by default. Contact Intuit Financial Services in order to enable this feature for your financial institution. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 129

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Secure Support, Chat and Knowledge Base reports provide a detailed variety of statistics that assess the performance of your operators. You can display information on an hourly basis over a selected 24 -hour period or on a daily basis over a selected 30 -day period. Each pre-defined report may be viewed in HTML or downloaded to an Excel file. Live Person maintains 13 months of history. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 130

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Ticketing Reports Custom Variable – Summarizes the response time for operators and visitors. Handled by Operator – Summarizes the number of taken tickets and the ticket activity by operator. Handled by Skill – Summarizes the number of taken tickets and the ticket activity by skill group. Message Responses – Summarizes statistics on response times for all tickets in the selected skill group. Message Responses and Service Level – Summarizes statistics on response times and the tickets responded to during working hours, as defined in the Shift Scheduler, for all tickets in the selected skill group. Queue Activity by Operator – Summarizes the queue activity of tickets within the operator's queue. Queue Activity by Skill – Summarizes the queue activity of tickets within the skill queue. Resolution – Summarizes statistics on ticket resolution. Resolution and Service Level – Summarizes statistics on ticket resolution and the tickets resolved during working hours as defined in the Shift Scheduler. Volume – Summarizes the volume of open tickets per skill group. Note: To view actual ticket contents, the ticket must be viewed through the operator console search function. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 131

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Chat Reports Averages – Summarizes the response time for operators and visitors. Call Center - Summarizes detailed call center performance metrics at the account, skill group and operator level. Canned Answer - Summarizes canned answer usage. Custom Variable - Provides data on the Custom (Tracking) Variables defined in your web pages and detailed data from the various surveys. Invitations – n/a Operator Login Logout - Summarizes login and logout times for operators. Operator Performance - Summarizes critical chat performance time and event metrics for operators. Opportunities - Summarizes visitor traffic to pages with chat buttons. Pre-chat/Exit Surveys Analysis - Summarizes the results of the operator, pre-chat or exit surveys. Service Level - Summarizes average wait time statistics for visitors. Transfer - Summarizes the reassigned chats within the account. Volume - Summarizes critical chat performance time and event metrics. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 132

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Knowledge Base Reports Effectiveness – Displays statistics on the effectiveness of your documents in resolving consumer inquiries. Search Analysis – Analyzes the search keywords entered by your consumers. Transaction Distribution – Displays statistics on the number of Knowledge Base sessions and the searches performed during the sessions. Usage – Displays statistics on how well your documents answer consumer inquiries. It includes document viewing statistics along with consumer feedback rankings. Note: At this time, consumer comments are not displayed in the report. Volume – Displays statistics on the number of Knowledge Base sessions, search transactions and details of escalation to other channels i. e. Secure Support and/or Secure Chat. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 133

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Security Reports (Optional Feature) Security Reports provide a chronological sequence of records showing who has accessed the Secure Support system and what operations they have performed during a given period. Security Reports include information on Account Logins, Failed SSO Events, Login Policy Change and Agent Actions. These reports can be provided to you for an additional charge. Please contact your Intuit Financial Services Account Manager for further information if you are interested in this service. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 134

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Online Reports Tab Step 1: Click on the desired report. Step 2: Select the date range and hit one of the following: Export to Excel: download to an Excel file Generate or Save to Repository: for quick access under the Repository tab. Generate: view in HTML Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 135

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Custom Reports Tab Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Custom Reports Tab Custom reports allow you to select the results parameters of any pre-defined report that are displayed. Data columns may be customized or removed according to what is important to you. Use the expandable report tree to select a pre-defined report, then follow the wizard to customize it based on your needs. Note: Multiple reports can not be combined as one new report. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 136

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Scheduler Tab The Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Scheduler Tab The Scheduler enables you to run reports at scheduled intervals and to save report parameters. You can manage your reports to run on a recurring basis and they will be delivered conveniently to email in-boxes or to the Repository. Use the expandable report tree to select a base report, and then follow the steps to schedule it according to your needs. Use a semicolon (; ) to separate multiple email addresses. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 137

Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Repository Tab The Live. Person Suite: Administrator Procedures Reporting & Analytics > Reports > Repository Tab The Repository is a central location that houses all reports so you can modify existing reports or view at a later date. Reports can be saved to the Repository from the Online Reports and can be viewed in HTML or exported to Microsoft Excel format. Reports saved to the Repository do not purge until deleted manually. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 138

Live. Person Suite: Administrator Procedures Reporting & Analytics > Operator Status > Chat and Live. Person Suite: Administrator Procedures Reporting & Analytics > Operator Status > Chat and Ticketing Tabs These screens allow you to view real-time ticketing and chat metrics for online operators. Choose Open as Pop-Up Window to keep this view open on your desktop. Change the Refresh Rate to make this a real-time report. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 139

Live. Person Suite: Administrator Procedures Security > Security Center Tab The Security Center facilitates Live. Person Suite: Administrator Procedures Security > Security Center Tab The Security Center facilitates a one-stop area for the various security measures incorporated within your Live. Person account. Each setting has been covered in previous areas of this training. Security Center provides a high-level look at all current settings from one screen. Login Policy Status: This is a dashboard that displays the policies which are enabled for your account. To change the policy status click the Go to Login Policy button. Quick Access area: Provides you with access to the listed features via links, in order to securely manage your account. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 140

Live. Person Suite: Administrator Procedures Rules and Reporting - Practical Applications 1. What feature Live. Person Suite: Administrator Procedures Rules and Reporting - Practical Applications 1. What feature would you select to disable the ability to edit reports exported to the Excel format? 2. How much history is available for chat transcripts and online reports? 3. List the three delivery methods for scheduling reports. 4. Describe the purpose of the Custom Reports feature. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 141

Live. Person Suite: Administrator Procedures Rules and Reporting - Objectives In this section, you Live. Person Suite: Administrator Procedures Rules and Reporting - Objectives In this section, you learned: how to create visitor and ticketing rules how to change default report settings how to review chat transcripts how to view and schedule reports how to view real-time operator statistics How to view account security measures Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 142

Section 7: Knowledge Base Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Section 7: Knowledge Base Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Knowledge Base - Objectives By the end of this Live. Person Suite: Administrator Procedures Knowledge Base - Objectives By the end of this section, you will learn: q set up your Knowledge Base account q create administrators and operators q customize the look and feel of your Knowledge Base q create Knowledge Base surveys q add questions and documents to the Knowledge Base q pull Knowledge Base reports Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 144

Live. Person Suite: Administrator Procedures What is Knowledge Base? Knowledge Base is a self-service Live. Person Suite: Administrator Procedures What is Knowledge Base? Knowledge Base is a self-service tool that allows consumers to search a database of comprehensive, accurate answers to questions they commonly ask of the financial institution. • Consumers can download applications, product brochures, terms and conditions or any other MS Word, Power. Point, PDF or text documents the financial institution loads. • The financial institution can track and document success, relevancy and failure of responses to improve the quality of service over time. • The financial institution can place the Knowledge Base behind Internet Banking, Business Financial Solutions and/or on their public website. • The financial institution can route Secure Support emails (if purchased) through the Knowledge Base to search for an answer. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 145

Live. Person Suite: Administrator Procedures Things to Consider Ø Do you want to offer Live. Person Suite: Administrator Procedures Things to Consider Ø Do you want to offer Knowledge Base behind Internet Banking, Business Banking and Business Financial Solutions only or do you also want to put Knowledge Base on your public website? Ø Do you want to force all consumer secure email messages from Secure Support through the Knowledge Base? (only applicable if you have contracted for Secure Support) Ø What types of categories do you want to display within the Knowledge Base? Ø What information do you want in the Knowledge Base and where will you pull it from? Important! Be sure to let your operators know which decisions you have made regarding the above before they are trained on the Operator Procedures. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 146

Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Knowledge Live. Person Suite: Administrator Procedures Account Set Up > Page Code Builder > Knowledge Base Tab The tag embedding contains the URLs for direct Knowledge Base access. Your website administrator can use these to create icons on your public website. LP 111222333 admin Note: The link created on this page is the same link used by financial institution employees to access “in-house” content. However, employees must be logged in to the operator console and granted permission to view “in-house” content. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 147

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Manage Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Manage the availability and setup of your Knowledge Base. If you have contracted for Secure Support or Chat, you can also allow your consumers to escalate any unsatisfied Knowledge Base queries to your institution via Secure Support or Chat. After completing your Knowledge Base setup, come back to this tab to enable the Knowledge Base. You can also customize what the escalation looks like, i. e. text link or an image. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 148

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Using Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Using Escalation prompts the consumer, after viewing a question or document, to submit their question to Secure Support or Secure Chat (if applicable). The escalation option can be text or an image. The consumer‘s view is shown below. Select how you want your consumers to browse and search your knowledge base. Intuit Financial Services recommends only checking the option to search by category. Allowing browsing by product as well often is too confusing for consumers and makes set up more difficult for administrators. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 149

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Set Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Properties Tab Set up the header and footers of your Knowledge Base. This content is best formatted as HTML text. The Main Page is the initial landing page of your Knowledge Base. The Inner Pages appear once the consumer has selected an answer or document to view. Include an HTML tag to your logo to give the look and feel of your website. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 150

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Enable Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Enable the Knowledge Base Feedback Survey to gain valuable information about how consumers are using your Knowledge Base. This will help you to improve the Knowledge Base. The rankings captured from this survey can be accessed in the Usage report (see Reporting & Analytics section). Note: At this time, optional consumer comments are not displayed in the Usage report. It is recommended to hide the Comments field when building the survey. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 151

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Add Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Add a New Question Step 1: Enter the question Step 2: Chose the answer type Step 3: Check if the question is required or only visible Step 4: Enter the answer options and click Add or Add Many… (except for Text Field and Text Area) Step 5: Click Updates Done Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 152

Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Click Live. Person Suite: Administrator Procedures Visitor Experience > Knowledge Base > Surveys Tab Click Preview to see survey as it would appear to consumers. You may also disable/enable the survey and type a form heading (optional) on this screen. Edit / Delete or Re-Order an Existing Question To re-order the survey questions click on the arrows. Click Hide to disable a question from the consumer’s view or click Delete to remove it. Click Submit All Changes to update survey. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 153

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Information Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Information in the Knowledge Base is organized hierarchically. You initially create broad categories and then break them down into subcategories. Those sub-categories can then be broken down into additional sub-categories and so on. Questions and documents can be added to categories and sub-categories. LP 111222333 admin Add a Category: Step 1: Click New Category Tip: Creating Products in addition to categories creates yet another hierarchy and makes it harder for your consumers to find information. Therefore, we do not recommend creating Products in addition to Categories. Note: There a few categories already created for you to get you started. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 154

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Step Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Step 2: Select a Parent Category if adding this as a sub-category. Step 3: Enter the Name of the category. Step 4: Type a Description (optional). Tip: Setting up a logical category structure will greatly aid your consumers in finding the information they desire. Before creating your Knowledge Base, think carefully how best to organize this information. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 155

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Add Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Add a Sub-Category: Step 1: Click Add subcategory next to the designated category. Step 2: The Parent Category pre-fills but can be changed. Step 3: Type the Name of the Sub-category. The Description is optional. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 156

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Edit Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Categories Tab Edit / Delete a Category or Sub-Category: Step 1: Click the category name. Step 2: Change the desired fields. Step 3: Click Update. Use the icon to delete a category. Note: In order to delete a category or sub-category you must first delete all questions and/or documents attached. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 157

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab After Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab After creating categories and sub-categories, use the Browse Tab to select a category you would like to add content to. The Browse Tab also allows you to view and edit any existing questions or documents in your Knowledge Base. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 158

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Add Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Add a Document: Step 1: Click the category where you’d like to add a document (see previous slide). Step 2: Chose Add Document. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 159

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Step Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Step 3: Enter the Article Name, Description, Status, Scope, Language, Keywords, and Category (see next slide for definitions). Step 4: Click the Next button. Next, browse your network for the document you would like to add (not shown on this screen). Note: Multiple documents can be added to one Knowledge Base entry. MS Word, Power. Point, PDF or text documents are accepted file formats. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 160

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Document Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Document Properties: Article Name- Name of the document as it appears to the consumer. If attaching more than one file for this document, choose a name that describes the entire group of files. Description- Displayed when the consumer selects the document. The keyword searches the text of the description, not the document itself Status. Active- Makes question available to all consumers Disabled- Temporarily hides a question from all consumers Scope. Public- Question and answer are viewable by all using the Knowledge Base In. House- Question and answer are only viewable by inhouse content operators Language- Language of question and answer text. You must type in the foreign language to use this feature. Keywords- Words that are related to the question or answer that a consumer searches by Category- Category of the question (pre-fills) Product- Do not use Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 161

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Add Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Add a Question: Step 1: Click the category where you’d like to add a question. Step 2: Chose Add Question. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 162

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Step Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Step 3: Enter the Question in question format, i. e. How much does bill payment cost? Step 4: Enter a Description for the question (recommended). Step 5: Select the Status, Scope, Language, Keywords, and Category (see next slide for definitions). Step 6: Type the Answer to the question. Use the formatting bar to customize the text. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 163

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Question Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Browse Tab Question Properties: Question- The full text of the question as it appears to the consumer. Description- Displayed when the consumer selects the question. The keyword searches the text of the description in addition to the question itself. Status. Active- Makes question available to all consumers Disabled- Temporarily hides a question from all consumers Scope- Public- Question and answer are viewable by all using the Knowledge Base In. House- Question and answer are only viewable by inhouse content operators Language- Language of question and answer text. You must type in the foreign language to use this feature. Keywords- Words that are related to the question or answer that a consumers search by. Category- Category of the question (pre-fills) Product- Do not use Answer- Full text of the answer Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 164

Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Import/Export The Import/Export Live. Person Suite: Administrator Procedures Content Management > Knowledge Base > Import/Export The Import/Export tool enables you to import and export Knowledgebase entries (articles and questions). You can import entries from external document management systems into the Live. Person Knowledgebase, or you can export entries to a zip file, which can then be imported into a different site or system. LP 111222333 admin Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 165

Live. Person Suite: Administrator Procedures Rules > Knowledge Base Rules Tab Knowledge Base Rules Live. Person Suite: Administrator Procedures Rules > Knowledge Base Rules Tab Knowledge Base Rules allow you to define rules that customize the processing of Knowledge Base consumers. For example, create an After searching the knowledge base rule to invite consumers to create an email ticket with your institution (if applicable) after they have searched for new loan information. LP 111222333 admin Before searching knowledge base: used to adjust the search criteria before it is used. Before searching related entries in the knowledge base: used to adjust the criteria for finding related entries When preparing a self service web page: used to adjust the content of the knowledge base page before it is used. When self service session starts: used for settings that must be performed when the consumer first accesses the knowledge base Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 166

Live. Person Suite: Administrator Procedures Rules > Knowledge Base Rules Tab Step 1: Enter Live. Person Suite: Administrator Procedures Rules > Knowledge Base Rules Tab Step 1: Enter a Name and Description then choose the context under Rule Type. Step 2: Define the condition(s) under which the rule is activated, e. g. a certain category is being viewed. Exact phrases may be case sensitive; regular expressions allow ‘wild card’ conditions. Step 3: Select the Action(s) to take when the condition is met. Step 4: Choose Stop processing after this rule to prevent redundancy if the specified rule is triggered. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 167

Live. Person Suite: Administrator Procedures Knowledge Base - Objectives In this section, you learned: Live. Person Suite: Administrator Procedures Knowledge Base - Objectives In this section, you learned: set up your Knowledge Base account create administrators and operators customize the look and feel of your Knowledge Base create Knowledge Base surveys add questions and documents to the Knowledge Base pull Knowledge Base reports Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 168

Section 8: Additional Training and Resources Intuit Financial Services University Live. Person Suite Administrator Section 8: Additional Training and Resources Intuit Financial Services University Live. Person Suite Administrator Procedures Certification Training

Live. Person Suite: Administrator Procedures Live. Person Suite Training Resources For your convenience we Live. Person Suite: Administrator Procedures Live. Person Suite Training Resources For your convenience we have compiled the following helpful documents and training tools to help you launch and maintain your Secure Support, Chat, Desktop Sharing and Knowledge Base products. • Classroom Materials • Soft copies of the classroom materials in PDF format. • Continuing Education e. Learning Courses • Live. Person Suite: Administrator – Procedures to set up Ticketing, Chat, Desktop Sharing and Knowledge Base • Live. Person Suite: Operator – Procedures for front-line staff usage of the Live Person Agent Console in order to support Ticketing, Chat, Desktop Sharing and Knowledge Base • Client Site and My. Support • Take a tour of the Intuit Financial Services Client Site and learn how to register and use My. Support to update FI contacts and communicate with customer care. Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 170

Live. Person Suite: Administrator Procedures Resources Page You may access this information online at Live. Person Suite: Administrator Procedures Resources Page You may access this information online at https: //www. diclientsite. com/university/class/post-scss. html Secure Support, Chat, Desktop Sharing and KB: Administrator © 2012 Intuit Financial Services. All rights reserved. ONFIDENTIAL AND PROPRIETARY. Page 171