FranklinCovey Administrative Service Package FAQs - Admin Platform

Many clients enjoy the peace of mind that comes from knowing FranklinCovey is here to help manage all aspects of their pass, and an important part of that is the Admin Platform.

As a passholder, you can take advantage of our administrative support services at passholder rates. Our flexible services are designed to get your Admin Platform set up and running quickly and smoothly.

Q: What services are included with the administrative support services?

A: Uploading participants to the Admin Platform: Our team will manage the process of uploading participants to the Admin Platform and ensure their welcome emails include individual login details to access the content within the Impact Platform.

Setting up teams with a pass: We can create subgroups of learners called “teams” within your Admin Platform at your direction. Once uploaded, users will be assigned to their respective teams so that each group has the correct learning experience.

Assigning content within the Admin Platform: All courses, microcourses, and most On Demand Modules and Exercises can be assigned for each pass and team based on their learning needs.

Providing standard usage reports: Understanding the usage of your Impact Platform will help you know what your learners are using most. In addition to your dashboard, these reports provide details like what On Demand Modules and Exercises the learners have started, completed, their last login date, course due dates, and more. Our team can produce usage reports for you by a user or course. These reports are in spreadsheets that you can manipulate to analyze what is important to you.

Exporting pass user lists: These spreadsheets will help you quickly see who your passholders are, what role they are assigned in the portal (learner, facilitator, or client administrator), and when they last logged into the Impact Platform.

Q: How do I request an admin support service?

A: To submit a request for an admin service, please submit a support request and use “[Company Name] - Admin Services Request” as your subject line—including this verbiage ensures your request is treated as an admin service request.

Q: What information do I need to include in my admin service request?

A: Depending on the nature of your request, certain information is required to fulfill it. Following the guidelines below will guarantee that the support team has the information required to complete your request.

User Management Request: To request the addition of a group of learners, please include the following information:

1. Completed User Import Template with the users’ information
2. The name of the pass to which the users should be uploaded if you have multiple active passes
3. If you would like the welcome email and/or the FC Newsletter confirmation to be sent at the time of upload (you have the option of withholding the email to send it later and activating the Newsletter later if preferred)

To request the addition of a single user, please include the following information:

1. The user’s information, including first and last name and email address
2. The user role they should be assigned
3. The 360 Diagnostic access they should be given
4. If you would like the welcome email and/or the FC Newsletter confirmation to be sent at the time of addition
5. The name of the pass to which the user should be uploaded if you have multiple passes

Team Management Request: To request the creation of a new team, please include the following information:

1. Completed Team Upload
2. Preferred team name
3. The number of users in the team
4. The name of the pass that the team should be added if you have multiple active passes

Content Management Request: To request the addition of assigned content, please include the following information:

1. The pass or team name for which you would like to manage content
2. The name(s) of the content item(s) you would like assigned

Reporting Request: To request a usage report for your pass, please include the following information:

• Type of report: user or course

Pass User List Request: To request a list of your current pass users (including Impact Platform login data, and user role), please include the following information:

• The pass name for which you would like the pass user list

Q: How do I fill out the User Import Template to add my users to the pass?

A: You can download this User Import Template, and click “Enable Editing” to make changes. You will see six column headers at the top of the template, displaying the information necessary to upload your users. Hover over the red triangle in each column header to read instructions on how to fill out the column for each user.

The first three columns—“Email Address,” “First Name,” and “Last Name”—is the information that identifies the user; the “User Role” column designates the type of access the user will have either to your Impact Platform or to both your Impact Platform and Admin Platform. (Your implementation strategist can provide you with additional information regarding the user roles if your implementation involves utilizing these different roles.) The “Team” column assigns a learner to a team if the support team has already set it up. Finally, the “360 Access” column determines the users’ 360 Diagnostic access.

Q: What FranklinCovey system-generated emails do users receive?

A: Users will receive a welcome email with instructions to set up and access their accounts when the All Access Care team uploads your list. You can also customize due-date email reminders for assigned content. If you choose to set up due date reminders, a system-generated email will be sent before the prescribed due date for each assignment. For more information on what emails are sent, you can review this page.

Q: From what email addresses will FranklinCovey system-generated emails be sent?

A: All emails are sent from [e-mail]

Q: When would it be appropriate to request the creation of a team on my portal?

A: We can create subgroups of learners called “teams” within your Admin Platform at your direction. Teams can be made before or after the support team uploads users to your pass, and both new and existing users can be added to a team. Creating a team allows you to customize a FranklinCovey learning experience specific to a subgroup of users, e.g., you would like to make a learning track of leadership content for a group of managers at your organization, or you would like to curate workshop-specific content for a group of users participating in a workshop.

Q: Where can we find additional resources on navigating the Admin Platform?

A: Users can find answers to their technical questions on the Impact Platform Client Admin help site.