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Using the Administration Tools

Overview

Get Satisfaction provides Administration tools that let community administrators set employee status, manage integration features, track community statistics, and handle product and company details.

Setting Employee Participation Status (Admin only)

Click “Employees & Roles” on the Admin page to:

  • Add employees. Employees who are already signed up for Get Satisfaction will become employees if you add them using the email address that are associated with their user account. This will create an employee title on their avatar when they are participating your company’s community that makes it clear that they are associated with the company. Employees who aren’t already signed up for Get Satisfaction will be sent an email invitation at the email address that you specify.
  • Set employee roles. There are three types of roles:
    • Employee. Employees have an employee title on their avatar. They do not have access to other tools or the Admin section, and they cannot mark a reply as the “Best answer from the company” or set the topic status on their replies.
    • Official Rep. Official Reps have both an employee title on their avatar and are identified as an Official Rep, which indicates that they are an official voice of the company. They can set their replies and the replies of other employees as the “Best answer from the company” and set the topic status on their replies. With a paid account, Official Reps also have access to the moderator tools.
    • Admin. Administrators have all the controls and advantages of an Official Representative. They also have access to the Admin tools.
  • Remove employee status. To change the status of a user so that they no longer function as an employee, click the “Remove” link to the right of their name. This will remove their employee status in your community but will not affect their user account.

Viewing users statistics

Community moderators for communities with paid accounts can view statistical reports on community participation. Click “Stats” on the Admin page to see the number of topics and visitors on a weekly, monthly, or yearly basis, the level of employee involvement, your NetPromoter Score, and indications of the general sentiment (based on emotitag use) in your support community.

Private categories

Community moderators for communities with paid accounts can add private tags that are visible only in Administration views. This allows a company to sort topics into categories that are specific to their needs.

Managing products

Community moderators for communities with paid accounts can add and delete products, and specify a product to use as a default product when a user doesn’t specify which product their post is related to. To manage your products, click “Your Products” (in the Company Details section of the Admin page).

Posting company announcements

Community moderators for communities with paid accounts can create special topics from the company that are for the entire community. In addition to appearing in the general list of topics, community update topics appear in the About this Community pane on your Get Satisfaction community page.

To create a Company update, click the “Create a Company Update” link in the Community Tools bar, then follow the normal steps (help link) for posting a topic.

Managing User Sign-in

To ask a question or respond to a topic, users need to sign in to Get Satisfaction, either by creating a Get Satisfaction account, or by logging in with their credentials from Facebook, Google, Twitter, Windows Live ID or OpenID.

Integrate and Customize accounts can set a default login provider by clicking "Login Options" link on the Admin page, and selecting the type of account you’d like to use as a default.

Granting and revoking “Champion” status (paid plans)

The “Champion” status is designed to acknowledge users who make a large contribution, responding to questions, for example, and filling an informal leadership role. Champion users have a badge overlay on their avatars that you can create and upload in the “Logos & Badges” page of the Community Details section of the Admin area of your community.

To grant or revoke Champion status for a user, go to their dashboard by clicking on their avatar. You’ll see an option in the left column to make them a champion (or to revoke their status if they’re already a champion).

Viewing the Profanity Filter

Get Satisfaction uses a profanity filter to remove offensive language. You can view the profanity filter by clicking Admin in the Community Tools bar, and then choosing Profanity in the left navigation area. If you want to have the filter modified, please contactsupport@getsatisfaction.com and include “GetSatisfaction.com profanity filter” in the subject line.

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