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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 Composer button
  • Retrieving Salesforce data
  • Accessing Template Builder or View Data Workbook to create merge fields
  • Completed merges through the Workflow endpoint (specific to Conga Workflow add-on)
  • Completed merges through the Conductor endpoint (specific to Conga Conductor add-on)

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

Octiv

  • Creating documents from Octiv 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 Octiv 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 Octiv 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 Octiv repository.

For more information, see Octiv 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 ActionGrid 

  • Creating, changing and saving an ActionGrid 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 ActionGrid documentation.

Conga Contracts for Salesforce

  • Connecting to the Conga Contracts service on the Setup tab
  • Sending for Negotiation using the Conga Contracts 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 documentation.

Conga Contracts (formerly Novatus)

  • 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 Novatus documentation.

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.

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