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Conga Support

Tier 1 Functions

SLA responses and severity levels for customer support are triggered by unavailability of the service and listed tier 1 functions. Severity levels and SLAs are not triggered by user error or user education needs when attempting to use tier 1 functions.

Conga Composer

  • Merging data into Conga templates
  • Launching a Conga Composer button
  • Retrieving Salesforce data
  • Accessing Template Builder or View Data Workbook to create merge fields
  • Completed merges through the Conga Trigger endpoint (specific to Conga Trigger add-on)
  • Completed merges through the Conga Batch endpoint (specific to Conga Batch add-on)

For more information about these functions, see Conga Composer documentation.

Conga Collaborate

  • Creating documents from Conga Collaborate standalone (company.octiv.com) site.
  • Launching documents from within third-party partner systems such as Salesforce and Microsoft Dynamics.
  • Retrieving data from third-party partner systems such as Salesforce and Microsoft Dynamics as defined by Conga Collaborate Administrator.
  • Creating/editing documents and document templates.
  • Adding text snippets, content, slides, images, files, and variables for inclusion in documents and document templates.
  • Integrating with supported third-party eSignature and Form providers.
  • Accessing the Conga Collaborate platform via API.
  • Receiving alerts when a recipient opens and/or digitally signs a document.
  • Storing signed documents in the originating system(s).
  • Retrieving stored documents from the Conga Collaborate repository.

For more information, see Conga Collaborate documentation.

Conga Sign

  • Connecting to the Conga Sign service on the Setup tab
  • Sending for Signature using the Conga Sign Email Service
  • Updating a Conga Sign Transaction record as a Signer signs a document

Conga Grid 

  • Creating, changing and saving a Conga Grid View
  • Editing and saving data in a grid
  • Adding a related field to a grid
  • Removing a related field from a grid
  • Adding a record in-line from a grid

For more information about these functions, see Conga Grid documentation.

Conga Contracts for Salesforce

  • Connecting to the Conga Contracts for Salesforce service on the Setup tab
  • Sending for Negotiation using the Conga Contracts for Salesforce Email Service
  • Using the View Redlines button to compare document revisions
  • Saving data using True-up

For more information about these functions, see Conga Contracts for Salesforce documentation.

Conga Contracts

  • Creating, editing, viewing and searching repository information
  • Requesting a contract
  • Contract request approvals
  • Taking action on flows
  • Send and receive notifications
  • Company, Contract, and Project Messaging
  • One-click and legacy reporting
  • Using document compare
  • Administrator access to lists, additional forms, users and roles, Contract types, flows, system settings, and global messaging
  • Creating and accessing the Clause Library

For more information about these functions, see Conga Contracts documentation.

Conga Orchestrate

  • Not able to access the system
  • Functionality not working at all
  • No workarounds

Conga Courier 

  • Selecting recipients
  • Selecting, schedule and deliver a report

For more information about these functions, see Conga Courier documentation.

Conga Mail Merge 

  • Selecting template
  • Selecting report
  • Generating letter output
  • Downloading letter output

For more information about these functions, see Conga Mail Merge documentation.

Conga Invoice Generation for Salesforce Billing

  • Merging Salesforce data into Conga templates
  • Launching a Conga Invoice Generation for Salesforce Billing button
  • Retrieving Salesforce data
  • Accessing Template Builder to create merge fields
  • Completed merges through the Conga Trigger endpoint
  • Completed merges through the Conga Batch endpoint
  • Billing Events may only be executed from the Salesforce Billing objects which include the namespace prefix of ‘blng.’


Conga Quote Generation for Salesforce CPQ and Conga Quote Generation for Salesforce CPQ+

  • Merging Salesforce data into Conga templates
  • Launching a Conga Quote Generation for Salesforce CPQ button
  • Retrieving Salesforce data
  • Accessing Document Automation Wizard to create Conga Quote Generation for Salesforce CPQ solutions
  • Accessing Template Builder to create merge fields
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