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					DownloadPlus 2.0 User‟s Guide




                          July 2003
                                              TechExcel DownloadPlus 2.0 User‟s Guide                                                           ii


Contents
Chapter 1 - Introduction ..................................................................................... 1
  DownloadPlus Editions ................................................................................................................ 2
  Working in DownloadPlus ............................................................................................................ 3
  Who uses DownloadPlus? ........................................................................................................... 3
  DownloadPlus Features ............................................................................................................... 3
    Comprehensive Download Management ................................................................................. 3
    Easy Customization .................................................................................................................. 4
    Automatic E-mail Responses ................................................................................................... 4
    Marketing and Sales Surveys................................................................................................... 4
    Reporting and Analysis ............................................................................................................ 4
    Integration with TechExcel CRM .............................................................................................. 4
Chapter 2 - Installation ....................................................................................... 7
  Choosing a Database Server ....................................................................................................... 7
    Microsoft Access ...................................................................................................................... 7
    Microsoft SQL Server ............................................................................................................... 8
    Oracle & MySQL ...................................................................................................................... 8
  Pre-Installation Checklist ............................................................................................................. 8
  Installing DownloadPlus ............................................................................................................... 8
       Configuring the DownloadPlus SQL Server Database ......................................................... 9
    Microsoft Access ...................................................................................................................... 9
    Oracle & MySQL .................................................................................................................... 10
  Post-Installation Checklist .......................................................................................................... 10
  Starting DownloadPlus ............................................................................................................... 10
    Testing DownloadPlus Admin ................................................................................................ 10
    Testing DownloadPlus for Customers .................................................................................... 12
    Testing DownloadPlus Analysis ............................................................................................. 13
Chapter 3 - DownloadPlus Admin ................................................................... 15
  Overview .................................................................................................................................... 15
  Preview ...................................................................................................................................... 16
  System Setup ............................................................................................................................. 17
    Product Line ........................................................................................................................... 17
    Download Category ................................................................................................................ 19
    Survey Category ..................................................................................................................... 21
    Preference .............................................................................................................................. 22
    Access Setup ......................................................................................................................... 23
    Access Applicable .................................................................................................................. 25
    Email Setup ............................................................................................................................ 26
    Email Template ...................................................................................................................... 27
    User, Project & License Maintenance .................................................................................... 29
      Users................................................................................................................................... 29
      Projects ............................................................................................................................... 30
      License................................................................................................................................ 31
    Common Email Addresses ..................................................................................................... 31
    Customer Registration ............................................................................................................ 33
    Request Password ................................................................................................................. 34
    Auto Reset Password ............................................................................................................. 34
    Login Help Note ...................................................................................................................... 35
    TechExcel CRM Integration ................................................................................................... 36
    Asset Based Control ............................................................................................................... 38
  Survey Setup.............................................................................................................................. 39
    Settings ................................................................................................................................... 39
    Questions ............................................................................................................................... 40
    Schedule................................................................................................................................. 41
                                                                                                                                                 iii


     Email Response ..................................................................................................................... 42
     Preview ................................................................................................................................... 43
  Item Setup .................................................................................................................................. 43
     Item Detail .............................................................................................................................. 43
     Additional URLs ...................................................................................................................... 44
     Download Control ................................................................................................................... 45
     Preview ................................................................................................................................... 47
     Special Offer ........................................................................................................................... 47
     Email Response ..................................................................................................................... 48
     Password ................................................................................................................................ 49
     Survey .................................................................................................................................... 49
  Integrating DownloadPlus with your Web site ........................................................................... 50
     Total Customization ................................................................................................................ 50
        Customizing the Header File .............................................................................................. 51
     What tools should be used for GUI customization? ............................................................... 51
     Integrating DownloadPlus URLS ............................................................................................ 51
        Using Access Identifiers to Direct Customers to Specific Content ..................................... 52
  Backing up and Restoring the DownloadPlus Database ........................................................... 53
Chapter 4 - DownloadPlus Analysis ................................................................ 55
  Overview .................................................................................................................................... 55
  Customers .................................................................................................................................. 56
    Tracking new sales leads and download events .................................................................... 56
    Searching for customers ........................................................................................................ 56
    Managing customer records ................................................................................................... 57
      Customer and contact information ...................................................................................... 57
      Adding new customers and contacts .................................................................................. 58
      Linking customers to TechExcel CRM ................................................................................ 58
      Editing download information.............................................................................................. 59
      Editing survey information .................................................................................................. 60
      Emailing customers from DownloadPlus Analysis.............................................................. 60
  Downloads ................................................................................................................................. 62
    Managing download items...................................................................................................... 63
  Surveys ...................................................................................................................................... 64
    Managing surveys .................................................................................................................. 64
  Reports ....................................................................................................................................... 65
    Creating and customizing reports .......................................................................................... 65
      Report properties ................................................................................................................ 66
    Copying report data ................................................................................................................ 67
    Download Distribution ............................................................................................................ 67
    Download Trend ................................................................................................................... 68
    Survey Distribution ................................................................................................................. 69
    Customer Activity Trend Summary ........................................................................................ 71
    New Customer Registration Trend ......................................................................................... 72
    Customer Total Download Trend ........................................................................................... 73
    Customer Initial Download Trend ...................................................................................... 74
Chapter 5 - DownloadPlus for Customers ...................................................... 75
  Customer Downloads ................................................................................................................. 76
    Surveys ................................................................................................................................... 77
    Automatic Email Notification................................................................................................... 78
    Customer Info ......................................................................................................................... 78
    Customer Web Portal ............................................................................................................. 79
Index .................................................................................................................. 81
                                                                         Chapter 1
Introduction
DownloadPlus is a free, feature-rich, yet easy-to-use Web solution for managing downloads,
analyzing download activity, generating leads, qualifying leads and delivering software.
DownloadPlus enables businesses and individuals to enhance their Web presence with a do-it-
yourself download Web site that also serves as a lead generation tool. Using DownloadPlus,
anyone can create a professional download Web site, without programming or HTML editing, in
just a few hours. With customer download activities tracked automatically, sales and marketing
managers can accurately and intelligently qualify sales leads. DownloadPlus manages every
downloadable file, from software products and documentation, to marketing materials and
multimedia files. Because DownloadPlus is so easy to use, marketing, sales, and support
managers can manage their own download Web pages without assistance from a Webmaster.

When using DownloadPlus to manage your company‟s download Web pages, you have the
following capabilities:
      Powerful download and survey management
      Comprehensive customer activity monitoring
      Analytical reporting for identifying download and survey trends
      Effective lead generation and qualification
      Software delivery based on products purchased and support plan status

Because DownloadPlus uses your existing FTP and HTTP servers, you do not need to add any
complexity to your network infrastructure.

Innovative features include:

       An unlimited number of product lines, download categories and download items can be
        organized for easy, efficient navigation.
       Marketing and sales surveys, which can be created for any download item, provide
        valuable market research data and sales qualification profiles.
       Comprehensive analysis tools to monitor download trends, interpret detailed survey
        results, and instantly identify sales opportunities.
       Custom, automated email responses that can be sent to customers when they register,
        download a file, or complete a survey.
       Easy integration with existing Web sites to provide a professional download interface with
        minimal effort and resources.
       Software delivery can be automated based on the products your customers have
        purchased and the status of their support plan.
       Definable download privileges, for each product line, to control which files are available to
        the Web site visitors based on their business types and sales pipeline status. After
        changing the access settings for a customer or prospect, send them a custom email
        directly from DownloadPlus notifying them of their new privileges.
       Visitor self-registration supports two options: instant access to the download site via
        customer specified login name and password, or password protected login access where
        an auto generated password is emailed to a new customer upon registration.
       Seamless integration with TechExcel CRM, the high-end and configurable customer
        relationship management solution, where customer download and survey activity is
        automatically linked to the TechExcel CRM customer record, and tracked along with the
                                TechExcel DownloadPlus 2.0 User‟s Guide                                2

        customer status. This allows sales managers using TechExcel CRM to track a prospect‟s
        download transactions as part of the sales qualification process.

This chapter is an overview of all DownloadPlus features. When you finish reading this chapter,
you will understand the potential that DownloadPlus has to manage your download site and
generate sales leads. The chapters that follow provide detailed explanations of how to implement
and use the features discussed in this first chapter.

This DownloadPlus User‟s Guide is written for the following users:
     Users who need to learn how to use DownloadPlus.
     Users who have already learned DownloadPlus and want to use this book as a quick
       reference.
     Users who are already using TechExcel CRM and want to see how to integrate
       DownloadPlus to help manage download and generate sales leads.

This DownloadPlus User‟s Guide is written with the following considerations:
     The best way to become an expert of DownloadPlus is to use the application.
     The best way to learn how to configure DownloadPlus is to start configuring your own
       download site and learn from your own configuration process.
     Learn how to use DownloadPlus by configuring a test site on your own personal
       computer. Learning by configuring a live production site is not recommended.

DownloadPlus Editions
DownloadPlus is available in three editions. The difference between the Free, Pro, and Multi-site
editions are discussed in the table below:
      Download Plus 2.0 (Free) – The Free edition allows you to have one download project
         and up to five internal users that can access DownloadPlus Admin and DownloadPlus
         Analysis
      Download Plus 2.0 (Pro) – The Pro edition allows you to have one download project and
         up to five internal users that can access DownloadPlus Admin and DownloadPlus
         Analysis.
      Download Plus 2.0 (Multi-Site) – The Multi-Site edition is designed for companies that
         will be supporting multiple download sites using DownloadPlus.

DownloadPlus Features                                                      Free      Pro      Multi-site
                                                                          Edition   Edition    Edition
Organize flexible download file structure by unlimited number of           Yes       Yes        Yes
product lines, categories, and download items
Download surveys setup with unlimited questions, survey                    Yes        Yes        Yes
scheduling, reporting, distribution, and trend analysis
Powerful reporting and download analysis for customer                      Yes        Yes        Yes
registration, new downloads, new sales leads, survey
distribution, survey answer trends, and total download trends
from new or existing customers per product line
Automatic email notifications, and ability to manually send email          Yes*       Yes*      Yes*
from within DownloadPlus Analysis for effective lead
qualification
DownloadPlus and TechExcel CRM integration                                 Yes*       Yes*      Yes*
Software delivery based on product/support purchased                        No        Yes       Yes
Customizable “Powered By” message                                           No        Yes       Yes




                     TechExcel Technical Support – http:///www.techexcel.com/portal
                                       Chapter 1 – Introduction                                  3


Working in DownloadPlus
DownloadPlus consists of the main DownloadPlus database server and three web applications:
Download Plus Admin, DownloadPlus Analysis, and DownloadPlus for Customers. All three
modules are accessed via a web browser.

      The DownloadPlus database manages all data related to the download site. This
       includes download categories and items, survey questions, automatic email responses,
       and all other settings. The database also stores all customer download history and
       survey results, and is the data source for download analysis and reporting.
       DownloadPlus supports any ODBC compliant database server, and provides automatic
       installation support for Microsoft SQL Server and Microsoft Access. Oracle and MySQL
       databases are also supported with minimal installation effort.
      DownloadPlus Admin is used to create the download web site, change downloadable
       products, update survey questions, and optionally integrate DownloadPlus with
       TechExcel CRM. DownloadPlus Admin features are covered in Chapter 3.
      DownloadPlus Analysis is used to monitor all customer download activity, perform
       download analysis, generate distribution and trend reports, and analyze survey results.
       DownloadPlus Analysis features are covered in Chapter 4.
      Download Plus for Customers is the web application used by customers to download
       products, documents, and other files. Download Plus for Customers uses Microsoft
       Active Server Pages with open source code for full customization. DownloadPlus for
       Customers features are covered in Chapter 5.

To save any changes made in DownloadPlus Admin or DownloadPlus Analysis, simply make the
changes and click the „Submit‟ or „Save‟ buttons. Since all the web modules share the same
database, changes made in DownloadPlus Admin or DownloadPlus Analysis will be instantly
reflected to customers in DownloadPlus for Customers.

Who uses DownloadPlus?
      Customers & prospects use DownloadPlus to download evaluation software, product
       updates, bug fixes, documentation, multimedia files, presentations, or any other
       downloadable content.
      Sales managers use DownloadPlus to identify and qualify new sales prospects, to track
       download activity of active prospects, to define automatic sales email responses for
       selected download files, and to create surveys that will help build sales profiles.
      Marketing managers use DownloadPlus to deliver marketing materials via the Web, to
       create, administer, and analyze market research surveys, and to track the effectiveness
       of marketing campaigns that initiate download traffic.
      Support engineers use DownloadPlus to provide product licenses, technical updates
       and documentation to customers based on the products purchased and their support plan
       status, and to track download history for customers with open incidents.
      Administrators use DownloadPlus to create professional-quality download sites in
       minimal time, using minimal resources. Once setup is complete, administrators can let
       marketing and sales managers maintain the download sites by themselves.

DownloadPlus Features
Comprehensive Download Management
With DownloadPlus, anyone can create a professional download Web site and begin delivering
product and building a sales pipeline in just a few hours. Create and manage an unlimited
number of product lines, download categories and download items that can be activated or
deactivated at any time. Assign customers or prospects pre-defined access keys that determine
which files are available to them for download. As a new prospect progresses through the



                    TechExcel Technical Support – http://www.techexcel.com/portal
                                TechExcel DownloadPlus 2.0 User‟s Guide                            4

customer life cycle, sales managers can manually assign new access keys to give the customer
more download privileges. Create privileges for each product line, giving you total control over
customer access to the download site. When integrated with TechExcel CRM, download
privileges are determined by customer type, status, or both.

The DownloadPlus interface can also be customized and integrated with your company‟s existing
Web site. With minimal effort, you will have a professional download Web site with your own
company‟s look and feel.

Easy Customization
New download categories can be created, yet remain inactive until complete. With just one
mouse click the entire category can be activated. When a category becomes obsolete it can just
as easily be de-activated. Every download item has a simple set up screen to specify its category,
file name, description, survey requirement, and download location. Customized special offers can
be added to each download, giving you additional opportunities to present sales and marketing
information. Customer-request check boxes, on-line surveys, and automatic e-mail responses
can also be set up for each file.

Automatic E-mail Responses
Each download item can be set up so customers receive a customized e-mail message after they
download the file or complete a survey. The e-mail could include sales information, installation
instructions, or a simple thank-you message. To ensure that valid e-mail addresses are provided
with registration, you can also choose to password-protect each file and automatically send the
password to the customer via e-mail.

Marketing and Sales Surveys
Each download item can be set up to present the customer with a customized set of survey
questions the first time they download the file. Surveys help gather valuable marketing data and
sales profile information. Questions can be mandatory or optional. Surveys can be scheduled
with specific beginning and ending dates, and setup to always prompt the customer for
unanswered questions. DownloadPlus provides a complete set of reports and graphs to analyze
the distribution and trends for each survey. A customized email can also be sent to the customer
after successful completion of the survey.

Reporting and Analysis
DownloadPlus has a complete set of reports and graphs for in-depth analysis of download trends
and distribution by category. Presentation-quality reports include pie charts, line graphs, bar
charts, and tabular reports. The source data for any report can be easily copied to a spreadsheet
for further manipulation. All download activities, including the files downloaded, registrations, and
customer surveys are tracked automatically. With DownloadPlus tracking every customer
download and survey, the sales qualification process can begin immediately. All reports are
available in the DownloadPlus Analysis module, discussed in Chapter 4.

Integration with TechExcel CRM
DownloadPlus is a complete, stand-alone solution. But, it can also be fully integrated with the
TechExcel Customer Web Portal, where the marketing module uses DownloadPlus to qualify
leads, the sales teams host sales-related downloads, and the customer support teams make
patches or documents available to customers.

TechExcel CRM is a high-end and configurable customer relationship management solution for
optimizing every aspect of your company‟s customer life cycle. No other solution offers the
complete functionality, total process customization, affordability, ease of use, and ease of
deployment. TechExcel CRM optimizes your core business processes, including sales and



                     TechExcel Technical Support – http:///www.techexcel.com/portal
                                        Chapter 1 – Introduction                                     5

marketing automation, support plan renewal, customer support, and asset management, and
connects teams from different departments with one seamlessly integrated solution.
DownloadPlus connects to the TechExcel CRM database and automatically links all download
activity to the appropriate customer. This gives sales, marketing, and support team members a
complete history of all downloaded files for a customer, so they can identify sales opportunities,
track customer interest, and manage all aspects of the customer life cycle. Access keys can be
associated directly with a customer‟s status in TechExcel CRM, so a customer‟s download
privileges automatically increase as they progress through the customer life cycle.




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                                                                     Chapter 2
Installation

DownloadPlus consists of the following four components:
    The DownloadPlus database server may be any ODBC compliant database. The
      DownloadPlus installation program supports automatic installation for the following
      databases: MS SQL Server (7.0 and above) and MS Access (97 and above). Oracle and
      MySQL databases are supported with additional installation effort.
    DownloadPlus Admin is the web application used for all DownloadPlus setup and
      configuration. This module was developed using ISAPI (Internet Server API) as a set of
      DLL files.
    DownloadPlus Analysis is the web application used for tracking sales leads and
      generating reports to analyze download activity and trends. This module is also
      implemented using ISAPI as a set of DLLs, and runs as an extension to the Microsoft
      Internet Information Server.
    DownloadPlus for Customers is the web application accessed by customers to
      download files. It is developed using Microsoft Active Server Pages for the user
      interface, and Active X components for the database connectivity.

The installation program performs the following three procedures:
    Installs all the files for the three web components.
    Installs the database server.
    Configures the ODBC System Data Source Name (DSN).

While the installation process is completely automatic if you use Microsoft SQL Server or
Microsoft Access, you will need to manually install the database server and configure the ODBC
Data Source Name if you are using another database server. After the installation program is
complete, the appropriate instructions and scripts for Oracle and MySQL databases are copied in
a .zip file to your web server.

The location of this help file is
C:\Inetpub\Scripts\texcel\Setup\DownloadPlusHelpKit.zip

You may also download this help file from our web site at http://www.techexcel.com.

Choosing a Database Server
DownloadPlus supports any ODBC compliant database server. We have fully tested the
following databases: MS Access (97 and above) and MS SQL Server (7.0 and above). Oracle
and MySQL databases are also supported, though the execution of separate scripts is required
after installation. Technical support and consulting services are available for customers who
prefer to use other databases such as Informix, DB2, etc. Please check our web site at
http://www.techexcel.com for the most recent list of supported database servers.

Microsoft Access
Microsoft Access is not suggested as a client/server database system for concurrent access.
Microsoft Access does offer the advantage of being easy to install and maintain. Backing up the
database only requires making a copy of the database file. If you do not have many concurrent
users, execution speed is quick and responsive. There is always a possibility that the database
file can get corrupted and require a repair. With Microsoft Access, ODBC drivers include a
                                TechExcel DownloadPlus 2.0 User‟s Guide                          8

function for repairing the database. You also can use Microsoft Access 2000 to repair a
corrupted database file, however a successful DownloadPlus database repair requires stopping
all DownloadPlus web services.

MS Access is a good choice for evaluating DownloadPlus. If you expect many concurrent users
to download products however, MS Access is not a smart choice for deployment.

Using Microsoft Access as the DownloadPlus database server is free and requires no database
licenses. The installation program includes the run time Access database engine.

Microsoft SQL Server
Microsoft SQL Server provides good performance, reliability and execution speed on NT Servers
with well-equipped hardware. Managing a SQL Server requires some previous database
knowledge and experience, and may also require some maintenance-related work.

With Microsoft SQL Server, it is easy to setup DownloadPlus for evaluation and you can expect
reliable execution of the download site.

You are required to purchase the Microsoft SQL server database license separately in order to
use SQL server as the DownloadPlus database server.

Oracle & MySQL
Both Oracle and MySQL databases provide good performance, reliability, and execution speed.
If you will be using either of these databases, be sure you have previous database experience. If
you are using Oracle, MySQL, or other database servers for DownloadPlus, you will need to
follow the appropriate instructions after running the installation program. A help file containing
instructions and scripts for Oracle and MySQL databases are copied to your web server.

The location of this help file is
C:\Inetpub\Scripts\texcel\Setup\DownloadPlusHelpKit.zip

You may also download this help file from our web site at http://www.techexcel.com. You may
need to manually configure the database and the ODBC data source name.

Pre-Installation Checklist
Before installing DownloadPlus, please check the following:
     DownloadPlus should be installed on a Windows NT Server, Windows 2000, or Windows
        XP system.
     If you are using Windows 95 or 98 with the Microsoft Personal Web Server as the testing
        platform, it should only be used for evaluation purposes.
     Microsoft Internet Information Server 4.0 (or above) must be properly installed.
     If you are installing DownloadPlus on top of a previously installed version, be sure to stop
        the World Wide Web Publishing Service from the control panel, uninstall DownloadPlus,
        and delete the old DownloadPlus web server files before continuing.

Installing DownloadPlus
A hassle-free installation program will guide you through the installation process. We
recommend downloading the most recent DownloadPlus program from our web site to ensure
that you have the latest features. Simply double-click the installation program to begin the
installation process.

    1. Execute the downloaded DownloadPlus setup program, DownloadPlusSetup.exe.




                     TechExcel Technical Support – http:///www.techexcel.com/portal
                                         Chapter 2 – Installation                               9

    2. During the installation procedure, specify the MS Internet Information Server‟s root
       directory, for example, C:\InetPub.
    3. After all the files are copied, the installation program will prompt for ODBC System DSN
       configuration confirmation. Setting up the ODBC System DSN is straightforward and
       automatic for MS Access and MS SQL. However, configuring the system DSN for Oracle
       or MySQL requires some database administrative knowledge. The DSN used by
       DownloadPlus is DownloadPlusDB.
    4. Continue with the installation procedure until completed.

Note: If you are integrating DownloadPlus with TechExcel CRM, you must create an additional
DSN to connect the two databases. This second DSN, DPlusConnect, must be manually created
and pointed to the TechExcel CRM database.

Listed below are the settings for each database type:

Microsoft SQL Server
Specify the Database Server Name and the Database Name. The default settings assume that
you are installing the DownloadPlus database server on the same computer as the DownloadPlus
Web server. After you confirmed the selection of MS SQL Server, the installation will prompt you
for the database configuration.




                                              Figure 2-1

Configuring the DownloadPlus SQL Server Database
If MS SQL Server is selected, DownloadPlus will perform the following additional steps during the
DownloadPlus installation:
     Prompt you to select the SQL Server version, 7.0 or greater.
     Connect to the specified SQL server and create the DownloadPlus database.
     Initialize the database.

Microsoft Access
The Database Server Machine Name and the Database Path on the Server name are listed as
the default choice. You may change the names following the same format as the default settings.




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                               TechExcel DownloadPlus 2.0 User‟s Guide                          10




                                            Figure 2-2

Oracle & MySQL
For Oracle or MySQL database servers, you will need to manually configure the System DSN
DownloadPlusDB to point to the appropriate database. Because of this, there is no setting
suggested by the installation program.




                                            Figure 2-3

Post-Installation Checklist
   1. If the wwwroot folder is located under a different directory, move the DPlusUser and
      iPlusWeb folders and all of their sub-directories into the wwwroot folder.
   2. If the scripts folder is located under a different directory, then move the texcel folder and
      all of its sub-directories into the scripts folder.
   3. Navigate to Windows Services (Control Panel  Administrative Tools  Services) and
      restart the “World Wide Web Publishing Service.”
   4. Make sure that the System ODBC DSN DownloadPlusDB is properly configured.
   5. If Access or SQL Anywhere is selected as the database server, make sure the database
      file is installed and located under the DplusDB\DB folder from the Inetpub directory.
   6. Test the DownloadPlus modules as discussed in the following sections.

Starting DownloadPlus
Now that you have successfully installed DownloadPlus, we recommend testing each module.

Testing DownloadPlus Admin
To login to DownloadPlus Admin (Figure 2-4), either select DownloadPlus Admin from the
DownloadPlus program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadadmin.dll



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                                         Chapter 2 – Installation                            11


DownloadPlus Admin is delivered with a default system administrator defined (User Name: terry-j,
Password: terry-j). For security reasons TechExcel suggests changing this default login setting
as soon as possible.




                                             Figure 2-4

After successfully logging in, you can begin creating and managing download items in
DownloadPlus Admin (Figure 2-5). For more information on creating your download site with
DownloadPlus Admin, please read Chapter 3: DownloadPlus Admin.




                     TechExcel Technical Support – http://www.techexcel.com/portal
                               TechExcel DownloadPlus 2.0 User‟s Guide                      12




                                            Figure 2-5

Testing DownloadPlus for Customers
To login to DownloadPlus for Customers, either select DownloadPlus for Customers from the
DownloadPlus program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/downloadplus/download.asp




                                            Figure 2-6



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                                          Chapter 2 – Installation                                  13


Set up a test account by clicking the „New User‟ button (Figure 2-6) and filling out the required
registration information. The main DownloadPlus for Customers page (Figure 2-7) will display
after successfully registering.




                                               Figure 2-7

To test the customer interface we recommend downloading a sample file by clicking on any file.
Most of the files in the test database are set up to take you to a sample HTML page, but if actual
files with respective http and ftp paths are specified in DownloadPlus Admin, the files will be
downloaded.

Download activity will automatically be recorded and tracked in the DownloadPlus database.

For more information on any of these processes, please read Chapter 5: DownloadPlus for
Customers.

Testing DownloadPlus Analysis
To login to DownloadPlus Analysis, either select DownloadPlus Analysis from the DownloadPlus
program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadanalysis.dll

DownloadPlus Analysis is delivered with a default system administrator defined (User Name:
terry-j, Password: terry-j). For security reasons TechExcel suggests changing this default login
setting as soon as possible.

After successfully logging in you can perform download analysis, view sales leads, and generate
download and survey related reports.

For more information on using DownloadPlus to analyze customer download activity and qualify
sales leads, please read Chapter 4: DownloadPlus Analysis.




                      TechExcel Technical Support – http://www.techexcel.com/portal
                                                                      Chapter 3
DownloadPlus Admin

DownloadPlus Admin is the web application that allows you to set up and configure your
download site with simple point and click administration. DownloadPlus Admin allows
DownloadPlus administrators to completely set up all aspects of the download site, including:
    Creating an unlimited number of product lines, download categories, and download items
    Associating pre-defined surveys to those download items
    Setting up passwords and email notifications
    Integrating with the TechExcel CRM solution
    Defining software delivery rules based on a customer‟s assets or support plan status

To login to DownloadPlus Admin, either select DownloadPlus Admin from the DownloadPlus
program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadadmin.dll

DownloadPlus administrative activities include setting up product lines and download categories,
creating download items and survey questions, defining automatic email responses, and
maintaining users and access keys.

If you are also using TechExcel CRM or TechExcel HelpDesk, you can seamlessly integrate with
DownloadPlus, synchronizing customer information and download events to more efficiently
manage the customer lifecycle.

This chapter covers the features in DownloadPlus Admin. Once the required settings are defined
in DownloadPlus Admin, the download site will be enabled and ready for customers.
DownloadPlus Admin, DownloadPlus Analysis, and DownloadPlus for Customers all access the
same database, so changes made here are reflected in real time to all three applications.

Finally, this chapter discusses how to integrate DownloadPlus with your current website, and
customize the DownloadPlus for Customer files to reflect your company‟s current “look and feel.”

Note: A user must be defined as an administrator to access DownloadPlus Admin. For more
information on creating DownloadPlus administrators, see the „System Setup‟ section later in this
chapter. DownloadPlus Admin is delivered with a default system administrator defined (User
Name: terry-j, Password: terry-j). For security reasons TechExcel suggests changing this default
login setting as soon as possible.

Overview
DownloadPlus is a highly configurable, highly customizable download management solution. The
DownloadPlus web interface provides straightforward, consistent navigation to help guide you
through building the download site.

DownloadPlus Admin pages are broken up into sections. In the top section of every page is the
DownloadPlus Admin main menu (Figure 3-1). This main menu displays the following six icons:
    Preview – displays a preview of the download site.
    Item Setup – create and manage individual download items.
    Survey Setup – create and manage individual surveys.
                                TechExcel DownloadPlus 2.0 User‟s Guide                              16

       System Setup – create download and survey categories, manage access keys, enable
        email integration, integrate with TechExcel CRM, and define other system-level settings.
       Help – displays the online DownloadPlus help files. These help files cover
        DownloadPlus Admin and Download Analysis help topics. Click on a topic to view the
        related help files.
       Logout – click to logout of DownloadPlus Admin. You may also logout by closing the
        web browser window.




                                             Figure 3-1

The main features of DownloadPlus are managed in the „Preview‟, „System Setup‟, „Survey
Setup‟, and „Item Setup‟ pages.

Preview
The „Preview‟ page (Figure 3-2) will display all product lines and download items, allowing you to
view the download site layout. This preview reflects what will display to customers logging in to
the site. Preview the display for different download categories by changing the category in the
„Select a category‟ dropdown list.




                                             Figure 3-2

You can click on a download URL to test the download path and ensure the correct files are
linked. Click on the title of an individual download item to be taken to the „Item Setup‟ page for
further modification of that item.

The „Preview‟ page serves three purposes.
    It offers a preview of the download web site as viewed by customers.



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       It allows a user to test the download URLs for each downloadable file.
       It allows a user to select a download item and go directly to the „Item Setup‟ page for that
        download item.

Note: The „Preview‟ window will not show download categories and download items that are not
marked as “Ready and Active.”

System Setup
The „System Setup‟ section allows an administrator to define the core elements of the download
site. If the system settings are defined appropriately, ongoing maintenance of the site should be
minimal.

The „System Setup‟ page has a navigation menu on the left side of the page. This navigation
menu is broken up into the following links, each of which is discussed in the following sections:
    Product Line – Define your company‟s product lines. Customer privileges are assigned
       per product line.
    Download Category – Define download categories. Download categories help better
       group individual download items. Each download category is associated with a specific
       product line.
    Survey Category – Define survey categories for better survey organization.
    Preference – Specify if inactive categories will display in DownloadPlus Admin.
    Access Setup – Define access keys to manage which downloads are available to each
       user.
    Access Applicable – Specify applicable downloads for each access key.
    Email Setup – Set up the outgoing email server configuration.
    Email Template – If you have an active annual support plan, define email templates for
       team members to use in DownloadPlus Analysis.
    Users – Create internal users and grant them access to DownloadPlus Admin and/or
       DownloadPlus Analysis.
    Projects – If you are using the multi-site edition, manage multiple projects here.
    License – Upload your DownloadPlus license file.
    Common Email Address – Define which email addresses can be used for new
       customer registrations.
    Customer Registration – Specify other rules regarding customer registration.
    Request Password – Customize the email sent to users who request a new password.
    Auto Reset Password – Customize the email sent to users who request a new
       password.
    Login Help Note – Customize the text that displays on the login page for DownloadPlus
       and DownloadPlus Analysis.
    TechExcel CRM Integration – Seamlessly integrate DownloadPlus with TechExcel CRM
       to better manage the customer lifecycle.
    Asset Based Control – If integrated with TechExcel CRM, specify rules for software
       delivery control based on a customer‟s assets or support plan status.

Product Line
DownloadPlus 2.0 allows you to organize your download site by product line. Product lines allow
you to better organize download categories and download items to reflect your current business.
Within each product line multiple download files can be made available, including white papers,
recorded demos, and actual products. In addition, since access keys are defined for each
product line, you have total control over the download privileges for each customer. For example,
say your company ABC Soft offers two product lines, mail servers and database servers. A
customer who has purchased a mail server can have full access to all mail server related




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downloads. However that same customer, who has not purchased a database server, can have
a more limited privilege set defined for the database server product line.

Click on the „Product Line‟ link to define product lines (Figure 3-3).

In the top section of the page, first define some general settings regarding product lines:
      Customer selects product line option – Specify how customers can filter their
         download list in the main view of DownloadPlus for Customers. Filtering is done through
         the „Product Line‟ dropdown menu at the top of the page (toggle to the „Preview‟ page to
         see the dropdown menu). Select between:
              o By product line – customers can only filter the download list by product line.
              o By product line and category – customers can filter the download list by
                   product line or by download category.
              o Do not show product line selection dropdown – hides the dropdown menu.
      Allow to select all product lines – select this option to allow customers to view all
         applicable product lines based on their access privileges. If this option is selected, an
         additional value of “All Product lines” is made available in the „Product Line‟ dropdown in
         DownloadPlus for Customers.
      Refer product line as - change the “Product Line” label used in DownloadPlus for
         Customers. The text entered in this edit box will be displayed in lieu of “Product Line” in
         the top dropdown menu discussed above. It will also display in DownloadPlus Analysis.
      Default Product Line – specify the default product line that will display in the „Product
         Line‟ dropdown menu in DownloadPlus for Customers. This will be the default product
         line for all customers. If you select “No Access,” new prospects will have no download
         privileges for the selected product line.

Be sure and click the „Submit‟ button to the right of these options to save any changes.




                                              Figure 3-3




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Now you can begin creating new product lines. Any existing product lines are listed at the top of
the page. In Figure 3-3, there are two product lines defined – Database Server and Mail Server.
The information for the selected product line will display in the bottom half of the page. To select
a new product line, click on the appropriate product line in the list.

To add a new product line, click the „Add New‟ button and fill out the following information:
     Name – specify a unique name for the product line. Be sure to make the name clear and
       descriptive, as it will display to customers.
     Product Line Description - specify a brief description for the product line. This will also
       display to customers. The description can be specified in plain text or in HTML format.
     Access Identifier – this optional field is used to help direct users to applicable areas in
       your download site. There can be no spaces in the access identifier name, and it must
       be less than 20 characters. If the text entered in this field is appended to the login URL,
       when the customer logs in only applicable download items from the selected product line
       will initially display. This feature can be used if you are embedding links on your website,
       with each link corresponding to a different product line. The URL for each link can
       contain access identifiers associated with different product lines. The product line and
       related download items displayed after login depends on the link the customer selected.
       The customer‟s access settings still apply for the selected product line. Please see the
       „Integrating DownloadPlus with your Web site‟ section at the end of this chapter for more
       details.
     Linked TechExcel CRM product line – this option will only display if DownloadPlus is
       integrated with TechExcel CRM. Specify with which TechExcel CRM product line the
       selected product line is linked.
     Default Access Key – specify the default access key for the selected product line. By
       default, new users will be assigned this access key for the selected product line.
     Display Order – specify an order number for the product line. This field is used to
       determine the order that the product lines will display to customers. The lower the order
       number, the higher it will display to customers. For example, if you assign an order of „0‟
       to the mail server product line, and „10‟ to the database server product line, the mail
       server product line download items will display first. This also determines the order the
       product lines are listed in the „Product Line‟ dropdown list in the customer view.
     Ready and Active – select this field to enable, or “turn on,” the product line to customers.
       If this option is not selected, the product line (and any associated download items) will not
       be available to customers. This allows you to create a large number of download
       categories and items without making them available to customers. Then simply make the
       entire product line ready to enable all its associated categories and items.

Be sure and click the „Submit‟ button when finished to save any changes.

To edit an existing product line, select the product line and change the required fields. To delete
an existing product line, select the appropriate product line and click the „Delete‟ button.

Download Category
Download categories are defined to better group individual download items. A download item can
be any downloadable file, such as a software product, a document, an audio or video file, a
presentation, etc. A category is any group of these related download items.

Typically each product line will have multiple download categories. Building on the sample
company ABC Soft, from our product line example, sample categories for the mail server product
line could include mail server white papers, mail server recorded demos, and actual mail server
products. The white papers category would then contain multiple downloadable white papers, all
related to the mail server product. Download categories give you another level to help organize
and structure your download site.




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You can also use a different download category for each version of a particular product line. This
allows all release-specific material to be grouped in one download category. Since you all reports
can be run by download category, you can then compare download statistics for different
releases.

Click on the „Download Category‟ link to define download categories (Figure 3-4). At the top of
the web page‟s main section all current download categories will display.

Click the „New‟ button at the bottom of the browser window to create a new download category.
For each category, define the following properties:
     Category Name – specify a unique category name. In the earlier example, the
         categories would be “Mail Server white papers,” “Mail Server recorded demos,” etc. Be
         sure to make the name clear and descriptive, as it will display to customers.
     Description – specify a brief description for the category. This will also display to
         customers. The description can be specified in plain text or in HTML format.
     Product Line – specify with which product line the category is associated.
     Access Identifier - this optional field is used to help direct users to applicable areas in
         your download site. There can be no spaces in the access identifier name, and it should
         be less than 20 characters. If the text entered in this field is appended to the login URL,
         when the customer logs in only applicable download items from this download category
         will initially display. This feature can be used if you are embedding links on your website,
         with each link corresponding to a different download category. The URL for each link can
         contain access identifiers associated with different download categories. The download
         category and related download items displayed after login depends on the link the
         customer selected. The customer‟s access settings still apply for the download category.
         Please see the „Integrating DownloadPlus with your Web site‟ section at the end of this
         chapter for more details.
     Order – specify an order number for the category. This field is used to determine the
         order that the categories are displayed to customers within the product line. The lower
         the order number, the higher it will display to customers. For example, if you assign an
         order of „0‟ to the “Mail Server white papers” category, and „10‟ to the “Mail Server
         recorded demos” category, the white papers category and its related download items will
         display first. This also determines the order the categories are listed in the „Product Line‟
         dropdown list in the customer view.




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                                             Figure 3-4

       Ready and Active – this field enables, or “turns on,” the category to customers. If this
        option is not selected, the category (and any associated download items) will not be
        available to customers. This allows you to create a large number of download items
        without making them available to customers. Then simply make the entire category
        ready to enable all its associated download items.
       Active for DownloadPlus Analysis Reporting – select this option to include this
        category in all DownloadPlus Analysis reports.

Once download categories are defined and displayed in the top section, you can edit or delete
category information by clicking on the category name or number. To edit information, change
the required fields and click the „Submit‟ button to save any changes.

To delete a download category, click the „Delete‟ button when the category information is
displayed. A dialog box will prompt you to confirm the deletion.

Survey Category
Surveys are defined to capture sales or marketing information from new customers prior to
download. Survey categories are defined to help group and organize individual surveys. You
may require multiple surveys for each product line or download category, each of which would be
grouped in a different survey category.

For example, perhaps a customer must fill out a different survey to download each of your
company‟s mail server and database server products. All mail server-related surveys can be
grouped in the „Mail Server surveys‟ category, and all database server surveys in the „Database
Server surveys‟ category.

Click on the „Survey Category‟ link in the left hand menu to define survey categories (Figure 3-5).
At the top of the web page‟s main section all current survey categories will display.



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Click the „New‟ button at the bottom of the browser window to create a new survey category. For
each category, define the following three properties:
     Category Name – specify a unique survey category name.
     Description – specify a brief description for the survey category.
     Order – specify an order number for the survey category. This field is used to determine
         the display order of the survey categories in the category dropdown in the „Survey Setup‟
         page in DownloadPlus Admin. The lower the order number, the higher it will display in
         the dropdown. This field does not have any effect in DownloadPlus for Customers.
     Ready and Active– this field enables, or “turns on,” the survey category to customers. If
         this option is not selected, the survey category (and any associated surveys) will not be
         available to customers. This allows you to create a large number of surveys without
         making them available to customers. Then simply make the entire survey category ready
         to enable all its associated surveys.
     Active for DownloadPlus Analysis Reporting – select this option to include this survey
         in all DownloadPlus Analysis reports.

Once survey categories are defined and displayed in the top section, you can edit or delete
category information by clicking on the survey category name or number. To edit information,
change the required fields and click the „Submit‟ button to save any changes.




                                             Figure 3-5

To delete a survey category, click the „Delete‟ button when the category information is displayed.
A dialog box will prompt you to confirm the deletion.

Preference
On the „Preference‟ page (Figure 3-6), specify if you wish to show inactive categories in
DownloadPlus Admin. If not selected, only active categories are available when setting up
individual download items. Inactive categories will display in „Preview‟ mode regardless of this
setting.



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                                    Chapter 3 – DownloadPlus Admin                            23




                                             Figure 3-6

You can also allow new customers and contacts to be added directly from DownloadPlus
Analysis. Select the applicable checkboxes to enable these features.

Finally, specify the logout URL for DownloadPlus for Customers. This is the URL that users will
be taken to when they click on the „Logout‟ link in DownloadPlus for Customers. The default
target of this link if no URL is specified is http://www.techexcel.com.

Access Setup
Access keys provide you with a very simple yet powerful way to ensure customers are only
seeing applicable downloads. Every customer is assigned an access key for each defined
product line. You will need to create multiple access keys for each product line, each one
associated with a different stage in the customer lifecycle for that product.

Table 3-1 shows an access configuration for the sample company ABC Soft. Fourteen total
access keys are created – seven for the mail server product line, and seven for the database
server product line. This feature provides the security control required to manage the customer
lifecycle across multiple product lines. As the sales team qualifies customers for one or more
product lines, they can assign them new access keys, giving them the privilege to download more
applicable items.

Mail Server product line                           Database Server product line
Initial Lead (default)                             Initial Lead (default)
Qualified Lead                                     Qualified Lead
Active Customer                                    Active Customer
Disqualified Lead                                  Disqualified Lead
Inactive Customer                                  Inactive Customer
Partner                                            Partner
Competitor                                         Competitor
                                              Table 3-1

For example, a new prospect is interested in purchasing a mail server from ABC Soft. This new
prospect self-registers with the ABC Soft download site and is assigned the default access key



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(“Initial Lead”) for each product line. These give the prospect access to white papers and
recorded demos only, for both the mail server and database server product lines. After talking
with the prospect, the salesperson realizes the prospect is only interested in the mail server
product line. The salesperson can then change the prospect‟s mail server access key to
“Qualified Lead,” and change the database server access key to “Disqualified Lead.” These new
access keys give the prospect more privileges for the mail server product line, and maybe the
same or less privileges for the database server line. Once the prospect purchases a mail server,
the sales person can change the access key to “Active Customer,” giving the new customer full
access to all mail server-related installation files and product updates. Controlling a
prospect/customer‟s access by product line gives you total control of download privileges.

Once access keys are defined, they can be assigned to customers either from the TechExcel
CRM Admin module (if integrated) or directly from DownloadPlus Analysis.

Click the „Access Setup‟ link (Figure 3-7) to create and maintain access keys. At the top of the
web page‟s main section all current access keys will display.

Click the „New‟ button at the right of the browser window to create a new access key. For each
access key specify the following properties:
     Access Key – specify a unique name for the access key. There can be no spaces in the
         access key name. DownloadPlus will use this key to filter the required information.
     Product Line – specify with which product line the access key is associated.
     Default Product Line – select this if the access key is the default access key for the
         product line. This can also be specified from the „Product Line‟ page.
     Name – specify a user-friendly unique name to identify the access key. This name will
         be used in DownloadPlus Analysis or TechExcel CRM Admin to assign customers to the
         key. Sample names could be „Initial lead‟, ‟Qualified lead‟, and „Customer.‟
     Default Category – The default category that will display to customers with the selected
         access key.
     Applicable categories – select all applicable download categories to which this access
         type will have access. Only categories for the selected product line will display.
     Product line description customization – customize the product line descriptions for
         prospects/customers with this access key. This customized product line description can
         be appended to the original product line description, or can completely overwrite it. This
         description displays in DownloadPlus for Customers after the name of each product line.
         Click the “Default product line description” link to refresh the description with the default
         text.
     Customization preference – this is field is only used if DownloadPlus is integrated with
         TechExcel CRM. If a customer is assigned multiple access keys from TechExcel CRM,
         DownloadPlus will use this field to determine which product line description to display to
         the customer. In this situation DownloadPlus will use the product line description from
         the access key with the lower preference number.




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                                              Figure 3-7

Once access keys are defined and displayed in the top section, you can edit or delete access key
information by clicking on the access key name or number. To edit information, change the
required fields and click the „Submit‟ button to save any changes.

To delete an access key, click the „Delete‟ button when the access key is selected. A dialog box
will prompt you to confirm the deletion.

Note: If you are integrating DownloadPlus with TechExcel CRM, and have the download
privileges based on TechExcel CRM settings, the default access key settings defined in
DownloadPlus Admin will be ignored.

Access Applicable
Click the „Access Applicable‟ link to further specify access settings (Figure 3-7). For each access
key specify which individual download items are available for download from the previously
selected categories.

First select the access key you wish to define applicable products for in the „Access
Configuration‟ dropdown menu at the top of the page. All applicable categories for that access
key will display beneath the dropdown menu.

Click on a category name to display all related individual download items in the bottom frame.
Select the applicable download items for each category. You may select individual download
items, or select the „All products‟ option to include all download items in the selected category.




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                                             Figure 3-8

Specify the applicable products for each access configuration. Be sure to click the „Save‟ button
to save any changes.

Email Setup
DownloadPlus can be easily integrated with your outgoing mail server to send customized emails
to customers based on the products they downloaded. Emails can be auto-generated in the
following real-world situations:
      A customer forgets their password and requests a new one.
      A customer completes a survey, and an email is sent thanking them for their time.
      A customer downloads a particular item that requires a password, and the password is
        sent via email.
      A customer downloads a particular item, and an email is sent containing installation
        instructions.

If you have an active support plan, you can also manually send customized emails from
DownloadPlus Analysis, informing specific prospects or customers of new download privileges or
product information.




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                                              Figure 3-9

DownloadPlus requires an SMTP mail account to deliver emails to customers. Click the „Email
Setup‟ link (Figure 3-9) to define the following outgoing mail server properties:
     Email setup ready – select to enable email notifications. This should be selected after
         the mail settings are specified below.
     Return Email Address & User Name – the email address and user name that will
         display in all auto-email notifications. Recipients will see this information in the „From‟
         section of any auto-emails.
     Outgoing mail server – Specify the name of the outgoing mail server (SMTP). If the
         outgoing mail server requires authentication, check the „My mail server requires
         authentication‟ option and specify required user account information. The account
         information can be either a domain user account or the server computer account with
         privileges of using the outgoing mail server service.

Email Template
In addition to the automatic email notifications that can be delivered from DownloadPlus, internal
users can also send emails to specific customers directly from DownloadPlus Analysis. Sales
members can send emails to customers notifying them of new download privileges or product
updates. Since a customer‟s access setting can also be changed from DownloadPlus Analysis,
this feature helps streamline the sales qualification process. For more information on sending
emails from DownloadPlus Analysis, please read Chapter 4 – DownloadPlus Analysis.

Note: Sending emails manually from DownloadPlus Analysis requires an active support plan.

When a user sends an email to a customer from DownloadPlus Analysis, they first select an
email template on which to base the email. These email templates are created in DownloadPlus
Admin, from the „Email Template‟ screen (Figure 3-10). An unlimited number of email templates
can be defined.

At the top of the web page‟s main section any existing email templates will display.




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                                              Figure 3-10

Click the „New‟ button at the right of the browser window to create a new email template. For
each email template specify the following properties:
     Internal Name – specify a descriptive name for the email template. When a user sends
         an email in DownloadPlus Analysis, they first select an email template on which to base
         the email. This internal name will display in the email template selection dropdown
         menu.
     Email Subject – customize the email subject content.
     Email Body – customize the content in the email body. You can use the following form
         fields in the email body: {Email Address}, {Password}, {First Name}, {Last Name}, {Auto
         Login}, or {Manual Login}. The latter two form fields display links for the customer to
         automatically or manually login in to DownloadPlus. Click the „Default Message‟ link to
         revert to the default email message.
     Email Address From – specify if the „”From” section of the email will use the information
         defined below or the sender‟s email address. The sender refers to the user sending the
         email from DownloadPlus Analysis.
              o Email From Address – if „Defined email address‟ was selected above, specify
                   an email address that will display as the email sender for the selected email.
                   This address will display in the “From” section.
              o Email From Name – if „Defined email address‟ was selected above, specify a
                   name that will display for the email sender for the selected email. This name will
                   display in the “From” section.
     Linked TechExcel CRM email sent event template – sending an email from
         DownloadPlus Analysis can automatically create an event in TechExcel CRM. Specify to
         which “email sent” event template it should link. Leave this dropdown menu blank if you
         do not wish to create an event for each email sent.
     Enable editing customer access – Allows users to edit the customer access setting
         while sending the email. If not selected the customer access field(s) will be read-only
         when a user sends an email.
     Ready and Active - this field enables, or “turns on,” the email template in DownloadPlus
         Analysis. If this option is not selected, the email template will not be available to internal
         users.



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User, Project & License Maintenance
An administrator maintains user, project and license information in this section. The users
managed here are not customers downloading projects, but are instead internal users that will be
accessing DownloadPlus Admin, DownloadPlus Analysis, or both. License information required
to activate the application is also maintained here. The license key will be sent to you after
registering the product. There are three editions of DownloadPlus available:

Download Plus 2.0 (Free) – One project and up to five DownloadPlus Admin users. Includes
standard functionality with fixed “Powered by DownloadPlus” message contained in email
messaging.
Download Plus 2.0 (Pro) – One project and up to five DownloadPlus Admin users. Includes
complete functionality, customizable email messaging and enhanced features for software
delivery based on products purchased and service plan status.
Download Plus 2.0 (Multi-Site) – Multiple projects and multiple DownloadPlus Admin users.
Includes complete functionality to support multiple download sites, customizable email messaging
and enhanced features for software delivery based on products purchased and service plan
status.

Note: DownloadPlus supports unlimited customers. These user limitations apply only to the
number of internal team members that can access DownloadPlus Admin and DownloadPlus
Analysis.

Users
Click the „User‟ link to manage internal team members that will have access to DownloadPlus
Admin or DownloadPlus Analysis. This role is typically resolved for project or system
administrators. At the top of the web page‟s main section (Figure 3-11) all current internal users
will be displayed.




                                            Figure 3-11



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Click the „New‟ button at the bottom of the browser window to create a new user. For each user,
define the following properties:
     Login Name – specify a unique login name.
     Password – any combination of characters or numbers.
     First Name
     Last Name
     Phone (W)
     Phone (H)
     Email
     System Administrator – if this is checked, the user will have edit access to this user
         page. Without this selected, a user can only view other user‟s information.
     Admin Privilege – select the privileges the user has in DownloadPlus Admin:
             o Project Administration access – full access to DownloadPlus Admin, including
                 all download and survey categories.
             o Limited access – the user only has access to the download and survey
                 categories specified on this page.
             o No access – this user cannot login to DownloadPlus Admin.
     Analysis Privilege –
             o Full access - the user can access all features in DownloadPlus Analysis.
             o Read-only access – the user view all information, graphs, and reports, but
                 cannot delete or edit download events or customer records.
             o No access – this user cannot login to DownloadPlus Analysis.

Once users are defined they will display in the top section of the page. You can edit or delete
user information by clicking on the user name or number. To edit information, change the
required fields and click the „Submit‟ button to save any changes.

To delete a user, click the „Delete‟ button when the user information is displayed. A dialog box
will prompt you to confirm the deletion.

Projects
Click the „Projects‟ link (Figure 3-12) to update project information. If you are using the Free or
Pro edition, you will only have access to one project.




                                              Figure 3-12




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                                     Chapter 3 – DownloadPlus Admin                                31

If you are using the Enterprise edition, you can manage multiple download projects. To switch to
a new project, select the project in the project list at the top of the page and click the „Switch to
this project‟ button.

For each project, specify the following settings:
     Project name – specify a unique project name.
     Customer type – select between business and consumer. If your customers are
       consumers (b2c), the company field is not required for registration. If your customers
       should be tied to a particular company (b2b), select „Business‟ to make the company field
       mandatory on registration. If integrating with TechExcel CRM, be sure the base project is
       using the same customer type definition.
     Active Project – select to make the project active. If a project is not active, no
       customers can access the download site regardless of other settings.

Click the „Submit‟ button to save any project changes.

License
After registering DownloadPlus, you will receive a license file from TechExcel. To update the
license settings click the „License‟ link (Figure 3-13) from the left hand navigation menu. Click the
„Browse‟ button, locate the license file and click the „Submit‟ button to update the license
information.




                                             Figure 3-13

Note: If you are currently using a DownloadPlus evaluation version, you may request a free
license directly from this page.

Common Email Addresses
You may not want to allow customers to register with anonymous email accounts, such as
hotmail.com or earthlink.net. Click the „Common Email Addresses‟ link (Figure 3-14) to specify
which email addresses are acceptable for registration.

At the top of the web page‟s main section all domain groups will be displayed. You can create
multiple domain groups, each having different properties and different sets of email domains.

Click the „New‟ button at the right of the browser window to create a new domain group. For each
domain group specify the following properties:


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       Email domains – specify all domains in the group, separated by a comma.
       Do not use such email address as a criteria to match existing company –
        DownloadPlus uses a complex formula to match customer information. If this option is
        selected, for users registering with emails from any of the selected domain names, the
        email address will not be factored when attempting to match existing company
        information.
       Do not allow self-registration with such email – do not allow customers to register
        with emails from the selected domain names.
       Limit download privilege for customers with such email address
             o Default access key – if the „Limit download privilege‟ option is selected above,
                 select the default access key for these customers for each product line.
       Default customer status – select the default customer status for customers registering
        with emails from any of the selected domain names. This only applies if you are linked to
        a TechExcel CRM project.
       Default customer type – select the default customer type for customers registering with
        emails from any of the selected domain names. This only applies if you are linked to a
        TechExcel CRM project.
       Default contact type - select the default contact type for customers registering with
        emails from any of the selected domain names. This only applies if you are linked to a
        TechExcel CRM project.
       Registration help note – customize a message to be displayed to customers registering
        with emails from any of the selected domain names. Click the „Default Help Note‟ link to
        revert to the default registration note.

Once domain groups are defined and displayed in the top section, you can edit or delete a
domain group by clicking on the email domains or the number. To edit information, change the
required fields and click the „Submit‟ button to save any changes.




                                            Figure 3-14

To delete a domain group, click the „Delete‟ button when the domain group is selected. A dialog
box will prompt you to confirm the deletion.




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Customer Registration
Click the „Customer Registration‟ link (Figure 3-15) to configure the login page and registration
settings.

First, specify the URL of the customer login file (login.asp). This URL should point to the exact
location of the login ASP on your web server.

Next choose from the following customer registration options:
    Support customer promotion code – Select this option to display an additional field on
       the customer registration page. This field can be used if you are using promotion codes
       or other similar marketing tools to attract new customers.
            o Promotion code field name – Specify the label for the promotion code field.
    Start downloads directly after registration – allow users to immediately begin
       downloading files after registration. If this option is selected, when a new user enters
       their login and contact information, they will specify a password. After submitting the
       registration information the user can access applicable download files.
    Notify user with an email first for download instruction – after registration, new users
       will be sent an email containing an auto-generated password. If this option is selected,
       the password field will not be available to new users during registration. After submitting
       the login and contact information, the user will be sent a customized email with the
       required login information and URL. This login information can be used to access
       DownloadPlus for Customers, where they can begin downloading files. If this option is
       selected, you may customize the following:
            o Email title – customize the email subject content.
            o Email message – customize the content in the email body. Do not delete the
                {Email Address}, {Password}, and {Login Path} text as these are form fields that
                will populate the email with the users login name, password, and URL
                information. Click the „Default Message‟ link to revert to the default email text.




                                             Figure 3-15




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Request Password
If a customer forgets their password, they can request a new password by entering their email
address and checking the applicable checkbox on the DownloadPlus for Customers login page.

The customer will then be sent an email with a new auto-generated password. You may
customize this email from the „Request Password‟ page (Figure 3-16):
     Email title – customize the email subject content.
     Email message – customize the content in the email body. Do not delete the {Email
       Address}, {Password}, {Auto Login}, or {Manual Login} text as these are form fields that
       will populate the email with the users email address, password, and login links. Click the
       „Default Message‟ link to revert to the default email message.

In addition, you may select the „Enable security question for customers to request for password‟
feature on this page. If selected, a user has the option to answer one of the three security
questions in the „Change Password‟ screen. If the user has answered a question, when they
request a new password they will be prompted to answer the security question. The user must
successfully answer the security question before a new password will be generated and emailed.

You may customize each security question. Click the „Default Question‟ links to revert to the
default security questions.




                                             Figure 3-16

Note: If the security question feature is enabled, it is an optional feature for customers. A user
may choose to not answer any security question. In this case the user can request a new
password by simply entering in their email address and selecting the „I have forgot my password‟
option.

Auto Reset Password
DownloadPlus does not allow new users to register without either creating a password, or having
one automatically generated. The password for new customers must be at least five characters




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long. However, if you are also using TechExcel CRM, the same password rules do not apply –
the password field can be left blank.

When a customer with a blank password attempts to login to DownloadPlus, they will be denied
access and will be automatically emailed a new password. The password is randomly generated
by DownloadPlus.

The customer can then use the password including in this email to gain access to the download
site. You may customize this email from the „Auto Reset Password‟ page (Figure 3-17):
      Email title – customize the email subject content.
      Email message – customize the content in the email body. Do not delete the {Email
        Address}, {Password}, {Auto Login}, or {Manual Login} text as these are form fields that
        will populate the email with the users email address, password, and login links. Click the
        „Default Message‟ link to revert to the default email message.




                                            Figure 3-17

Note: If you are using DownloadPlus, and are not sharing the database with TechExcel CRM,
this feature will not be utilized. All customers are forced to have a password, so the blank
password situation will never occur in the database. However, future releases of DownloadPlus
will introduce features that could create users with blank passwords, such as creating new users
directly from DownloadPlus Analysis and importing customers (from a delimited file) into the
DownloadPlus database.

Login Help Note
A login help note can display on the DownloadPlus Admin and DownloadPlus Analysis login
screens. This text can be used to present welcome text, login help, or any other appropriate
information. Click the „Login Help Note‟ link to customize the login help note.

The two help notes (one for DownloadPlus Admin, the other for DownloadPlus Analysis) are
displayed at the top of the main window (Figure 3-18). Click on either the DownloadPlus Admin
or DownloadPlus Analysis help note to display the respective login help text.



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                                             Figure 3-18

Customize each help note in the „Help Note‟ text area. The help note can be specified in plain
text or in HTML format.

Finally, enable the help note for either module by selecting the „Display Login Help Note‟ option.
If enabled, the help note will display below the login fields on the login screen. No login help note
will display if this option is not selected.

TechExcel CRM Integration
DownloadPlus can be seamlessly integrated with the TechExcel CRM (formerly FrontOffice)
solution. Click on the „TechExcel CRM Integration‟ link to define the integration settings (Figure
3-19). When a DownloadPlus database is linked to TechExcel CRM, a customer's download
activity is automatically copied to the TechExcel CRM project. With download events tracked in
TechExcel CRM, sales and marketing teams can instantly verify that customers have downloaded
files and begin qualifying these new leads. For more information on TechExcel CRM, please visit
www.techexcel.com.

Note: The DPlusConnect DSN must be setup before DownloadPlus can be integrated with
TechExcel CRM. For more information on setting up this DSN please see Chapter 2 -
Installation.




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                                            Figure 3-19

Select the „Enable DownloadPlus and TechExcel CRM integration‟ to begin the integration
process. This will activate the rest of the integration features. Specify the following settings:
     TechExcel CRM Base Project – select the TechExcel CRM base project with which you
        want to share download activity.
     TechExcel CRM Work Project – select the TechExcel CRM work project with which you
        want to share download activity. Only works projects that are associated with the
        selected base project will be available.
     Synchronized Login Control – specify if customers will use the same password for both
        DownloadPlus and the TechExcel CRM Customer Web Portal, or if the login information
        is independent. If you choose to share the login information, the password can only be
        changed in the Customer Web Portal.
     Auto create customer contact – select how DownloadPlus will create new
        customers/contacts in TechExcel CRM:
             o Always auto-create – any user that registers in DownloadPlus for Customers
                 will be automatically created as a contact in TechExcel CRM.
             o Matches an existing customer – a user that registers in DownloadPlus for
                 Customers will only be created in TechExcel CRM if the company already exists
                 in the TechExcel CRM project.
             o Do not auto-create – No users will be automatically created in TechExcel CRM.
     Download privileges are based on TechExcel CRM Admin settings – if selected,
        download settings are based on the customer status settings in TechExcel CRM Admin.
        The default access key and access keys assigned in DownloadPlus Analysis will not be
        used to determine download privileges.
     Enable access to Customer Web Portal from DownloadPlus – if selected, a link to the
        Customer Web Portal will be displayed at the top of DownloadPlus for Customers.
     Message for changing password – if the login information for DownloadPlus and
        TechExcel CRM is shared as specified above, a customer can only change their
        password from within the TechExcel CRM Customer Web Portal. If they try and change
        their password in DownloadPlus for Customers, they will see the message specified here.
        The message can be specified in plain text or in HTML format. Click the „Default
        Message‟ link to revert to the default message.


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After the TechExcel CRM link is enabled, a DownloadPlus Analysis user can check customer
download events, and selectively link valid customers who have downloaded files. Once a
customer is linked, future download events will be automatically duplicated to the TechExcel CRM
project. For more detailed information, please refer to Chapter 4 - DownloadPlus Analysis.

Asset Based Control
If DownloadPlus is integrated with TechExcel CRM, you can let the customer‟s assets and
support plan status determine their download privilege for specific products. You can deliver
software through the download site based on a customer‟s status, streamlining the product
delivery process while maintaining the required security.

For example, ABC Soft has a new mail server upgrade available from the download site.
However, only current customers with active support plans can download the upgrade file. With
DownloadPlus you can easily implement these rules for any download item. The download
control can be based on a customer‟s assets as well as support plan status. The asset and
support plan information for a customer is maintained in TechExcel CRM.

From this page you simply enable the asset based control feature. The particular assets or
support plans required for each download item is specified in the „Item Detail‟ section.

Note: Asset and support plan download control requires the purchase of DownloadPlus Pro or
Multi-Site edition.




                                             Figure 3-20

Specify the following settings to support asset based download control:
    Support download control based on customer assets - select this option to allow
        download access for certain items to be restricted based on a customer‟s assets as
        defined in TechExcel CRM.




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       Support download control based on active support plans - select this option to allow
        download access for certain items to be restricted based on a customer‟s support plan
        status as defined in TechExcel CRM.
       Display option for customers with no applicable assets purchased – you can
        choose to display the download item to customers who do not have the required asset or
        support plan, even though they cannot download the file. You may also choose to simply
        hide the file if they do not have the required assets.
            o Warning messages – If you selected to display the download item to customers
                without the required assets, a warning message will display when they attempt to
                download the file. Specify warning messages for customers without the required
                assets and for customers without the required support plan. Click the „Default
                Message‟ links to revert to the default messages.

Survey Setup
Surveys are used to collect valuable demographic and marketing information from customers. An
unlimited amount of surveys can be created in DownloadPlus Admin, and each download item
can be assigned a survey. Each survey can have customized questions, specified available
dates it will display, as well as a customized email that can be sent out after the survey has been
completed.

The „Survey Setup‟ section allows an administrator to define the properties of each survey.

The „Survey Setup‟ page has two forms of navigation. To navigate between surveys, select the
appropriate survey in the dropdown menus at the top of the window. The surveys listed in the
„Survey‟ dropdown will be based on the survey category selected in the „Category‟ dropdown.
The information for the selected survey will display in the main section.

To navigate between a survey‟s properties, use the links displayed on the left side of the window.
You also create new surveys and delete surveys from this left hand navigation menu.

To create a new survey, click the „New Survey‟ link in the left side of the main window.

To delete an existing survey, click the „Delete Survey‟ link to display a summary of the survey.
Next click the „Delete‟ button. A dialog box will prompt you to confirm the deletion.

Specify the following settings for each survey, each of which is discussed in detail below:
    Settings – define general information about the survey.
    Questions – create and maintain each individual question on the survey.
    Schedule – specify the available dates and frequency of the survey.
    Email Response – customize a unique email message to be sent to each customer after
        completion of the survey.
    Preview - view the selected survey as it will display to customers.

Settings
From the „Settings‟ page (Figure 3-21), define the following general survey properties:
    Category – select the survey category.
    Survey Title – create a unique name for the survey. This title will not display to
       customers.
    Survey Message - specify a unique message to display to prospects/customers at the
       top of the survey, before the survey questions.
    Mandatory Question Message – customize the message to notify customers of the
       mandatory questions. For example, “Questions with red icons are mandatory, please
       make a selection.” This message will appear after the survey message and before the
       survey questions.



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       Enable download survey event auto create to TechExcel CRM - select this option
        only if DownloadPlus in integrated with TechExcel CRM. Each time a customer takes a
        survey, a survey event can automatically be created in TechExcel CRM.




                                              Figure 3-21

Be sure to click the „Submit‟ button to save any changes.

Questions
Click the „Questions‟ link to create and maintain questions for the selected survey. At the top of
the web page‟s main section (Figure 3-22) all current questions will be displayed.

Click the „New‟ button at the right of the browser window to create a new question. For each
question specify the following properties:
     Title - specify the question that will be displayed to customers.
     Visible – select to make the question visible to customers.
     Order - specify an order number for the question. This field is used to determine the
         display order of the question in the survey. The question with the lowest order number
         will display first, the question with the highest order number will display last.
     Mandatory – select to make the question mandatory. Mandatory questions display with
         a red icon next to them.
     Control Type – select the type of control field for the question. You can select from
         checkboxes, dropdowns, list boxes, memo fields (text areas), and radio buttons.
     Include an Editbox for Additional Input – select if you want to have an extra editbox
         field available to customers, in addition to the answers specified in the „Question Choices‟
         section. This other field will only display if the control type selected is „Dropdown.‟ In this
         case the customer can either select from the choices specified in the dropdown or enter
         text in this additional edit box.
     Editbox Label – if the control type is „Dropdown,‟ and you want to display an additional
         choice for customers, customize the label for the field.
     Question Choices - specify the available choices for each question. Click the „New‟
         button in the „Question Choices‟ section. A dialog box will prompt you to enter the
         available choices for the question. To edit or delete a question choice, highlight the
         choice and click the „Edit‟ or „Delete‟ button.




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                                            Figure 3-22

Note: Question choices are not allowed if the control type selected is „Memo.‟ These fields are
simply text areas that allow customers to freely type text to answer the question.

Once questions are defined and displayed in the top section, you can edit or delete a question by
clicking on the question title or number. To edit information, change the required fields and click
the „Submit‟ button to save any changes.

To delete a question, click the „Delete‟ button when the question is selected. A dialog box will
prompt you to confirm the deletion.

Schedule
Click the „Schedule‟ link to specify the schedule for the survey (Figure 3-23). You can define the
dates the survey will is available and the frequency that the survey will be displayed.
     Survey time duration – specify the „Date From‟ and „Date To‟ dates that the survey will
         display.
     Survey recurrence pattern – specify the recurrence pattern of the survey. Select
         between every time, daily, weekly, monthly, or yearly.




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                                           Figure 3-23

Note: A survey‟s schedule for a particular download item can be modified in the „Survey‟ section
for that download item.

Email Response
DownloadPlus can automatically send a customized email to a customer after completion of a
survey. This email can be customized for each survey. Click the „Email Response‟ link (Figure 3-
24) to enable this feature.
     Send customer an email response automatically – select this option to enable the
        automatic email feature. If selected, after a customer takes the selected survey, the
        customized email will be sent to the customer.
     Email title – customize the email subject content.
     Email message - customize the content in the email body.




                                           Figure 3-24

Click the „Submit‟ button to save any changes.




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Preview
Click the „Preview‟ link to view the survey as the customer will view it. The preview web page
shows the current survey and associated questions.

Item Setup
The „Item Setup‟ page allows an administrator to define the properties of each download file.
With the product lines, categories and surveys properly defined, creating and maintaining
downloadable files is a very simple process. An item can be any download file, from software
products and documentation, to marketing materials and multimedia. An unlimited number of
download items can be created in DownloadPlus Admin.

The „Item Setup‟ page has two forms of navigation. To navigate between download items, select
the appropriate download item in the dropdown menus at the top of the window. The items listed
in the „Item‟ dropdown will be based on the category selected in the „Category‟ dropdown. All
download information for the selected item will be displayed in the main section.

To navigate between a download item‟s properties, use the links displayed on the left side of the
window. You also create new download items and delete download items from this navigation
menu.

To create a new download item, click the „New Item‟ link in the left side of the main window. The
new item will be created in the category specified in the top dropdown.

To delete an existing download item, click the „Delete Item‟ link to display a summary of the
download item. Next click the „Delete‟ button. A dialog box will prompt you to confirm the
deletion.

Specify the following settings for each download item, each of which is discussed in detail below:
    Item Detail – setup the detailed information about each individual download item.
    Additional URLs – define additional URLs through which customers can access the
        download file.
    Download Control – specify any assets or support plans required to download the
        selected file.
    Preview – view the selected download item as it will display to customers.
    Special Offer – setup any special offers to be associated with the download item.
    Email Response – customize a unique email message to be sent to each customer after
        they download the selected item.
    Password - if a download item is password protected, this setting allows the password
        and related instruction to be automatically sent via email to the customer after download.
    Survey – specify survey related settings for the selected download item.

Item Detail
Click the „Item Detail‟ link (Figure 3-25) to specify the following general detail properties:
     Title – specify a unique name for the download item. Be sure to make the name clear
         and descriptive, as it will be displayed to customers. The title can be specified in plain
         text or in HTML format.
     Description – specify a unique description for the download item. This will also display
         to customers. The description can be created in plain text or in HTML format.
     Primary URL for downloading the item – specify the exact URL of the download file.
     Size – manually enter the size of the download file.
     Last update – manually enter the latest revision date.




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                                            Figure 3-25

      Order - specify an order number for the download item. This field is used to determine
       the display order of the download items within the download category. The lower the
       order number, the higher on the web page it will display in DownloadPlus for Customers.
       This also determines the order the items are listed in the „Item‟ dropdown list at the top of
       this page.
      Ready and Active– this field enables, or “turns on,” the download item to customers. If
       this option is not selected the download item will not be available to customers.
      Display a Special Offer message – select to display a special offer when a customer
       downloads the selected item. Customize the message by clicking the „Special Offer‟ link.
      Survey required - select this option to force a customer to take a take a survey before
       downloading the selected item. Customize the survey properties by clicking the „Survey‟
       link.
      Password is required to install software - select if a password is required to install the
       selected download item. An email will be sent to the customer with the password
       information. Specify the password and customize the email by clicking the „Password‟
       link.
      Enable download event auto create to TechExcel CRM – select this option if
       DownloadPlus in integrated with TechExcel CRM. Each time a customer downloads a
       file, a download event can automatically be created in TechExcel CRM. Specify the
       pattern for this event creation. With this feature enabled you can track download
       information to initiate and manage the sales qualification process.

Additional URLs
Additional URLs can be setup for each download item. These additional URLS can be used to
associate related supporting documents or accessories to the main item. The URL‟s can also be
used to support a large number of concurrent downloads by providing multiple download URLs
for the same download item.




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                                             Figure 3-26

Click the „Additional URLs‟ link (Figure 3-26) to create additional URLs for the selected download
item. At the top of the web page‟s main section all current additional URLs will be displayed.

Click the „New‟ button at the bottom of the browser window to create an additional URL. For each
additional URL specify the following properties:
     Title - specify a name for the additional URL. Be sure to make the name clear and
         descriptive, as it will display to customers. The title can be specified in plain text or in
         HTML format.
     Description – specify a unique description for the additional URL. This will also display
         to customers. The description can be specified in plain text or in HTML format.
     Primary URL - Specify the exact URL of the download file.
     Size - manually enter the size of the download file.
     Last Update - manually enter the latest revision date.
     Order - specify an order number for the additional URL. This field is used to determine
         the display order of the additional URLs below the download item. The lower the order
         number, the higher on the web page it will display in DownloadPlus for Customers.
     Ready and Active– this field enables, or “turns on,” the additional URL to customers. If
         this option is not selected the additional URL will not be available to customers.

Once additional URLs are defined and displayed in the top section, you can edit or delete URL
information by clicking on the additional URL name or number. To edit information, change the
required fields and click the „Submit‟ button to save any changes.

To delete an additional URL, click the „Delete‟ button when the category information is displayed.
A dialog box will prompt you to confirm the deletion.

Download Control
If you have enabled asset based download control, you can specify which assets are required to
download each item. This feature gives you total control of access to your download site.
Software delivery rules can be strictly enforced with proper implementation of asset based
download control.



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For example, ABC Soft has a new mail server upgrade available from the download site.
However, only current customers with active support plans can download the upgrade file. With
DownloadPlus you can easily implement these rules for any download item. The download
control can be based on a customer‟s assets as well as support plan status. The asset and
support plan information for a customer is maintained in TechExcel CRM. For more information
on creating assets and maintaining support plans, please read the TechExcel CRM Admin and
User Guide.

To specify the required assets for a download item, click the „Download Control‟ link (Figure 3-
27). From this page you specify the assets, if any, required to download the selected item.

Note: The „Download Control‟ link will only be active if the current project is integrated with
TechExcel CRM.

At the top of the page you will first enable the asset based download control for the selected
download item. If any customer can freely download this file regardless of purchased assets, do
not select this option.

If the item requires assets for downloading, you will next specify the support plan requirements:
      No support plan is required to download – a customer can download the selected item
          as long as they have the required assets. Support plans are not required for customer
          download.
      Any applicable asset with an active support plan – if a customer has an active
          support plan for any of the specified assets, they will be able to download the item.
      All applicable assets must have active support plans – a customer must have an
          active support plan for each of the specified assets to download the item.

Be sure and click the „Submit‟ button to save these settings.

Finally, specify the assets required to download the selected item. Click the „Select‟ button to see
a list of all assets as defined in TechExcel CRM. Select the applicable assets and click the
„Submit‟ button.

In figure 3-27, just one asset has been selected for the download item. As long as a customer
has purchased the Mail Server 1.0 product and has an active support plan as specified in the
customer‟s record in TechExcel CRM, they will be able to download the selected product.




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                                     Chapter 3 – DownloadPlus Admin                                47




                                             Figure 3-27

Preview
Click the „Preview‟ link to view the download item as the customer will view it. The preview web
page shows the current category and download item with the specified detailed information.

Special Offer
You may want to display a unique special offer to customers when they download a specific
download project. This special message could be a limited time offer, or a product
announcement. Click the „Special Offer‟ link (Figure 3-28) to customize this special offer text.




                                             Figure 3-28



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Each download item can have one special offer displayed to a customer. For each download
item specify the following special offer settings:
     Show a special offer message for the product downloading – select this to enable
        the special offer message. This will already be checked if selected on the „Item Detail‟
        page.
     Special offer message – customize the message that will display to the customer. This
        text will display when a customer clicks to download the selected download item. The
        message can be specified in plain text or in HTML format.
     Display a check box for customer – a checkbox can also be included as part of the
        special offer message. This checkbox and associated text can be used to gather
        marketing-related information, such as “Check here if you would like to receive more
        information.” DownloadPlus Analysis will track each download event and if the user
        selected the checkbox.
     Check box text – customize the label for the checkbox. The label can be specified in
        plain text or in HTML format.

Click the „Submit‟ button to save any changes.

When a customer selects the download item, the confirmation window will display the special
offer message along with the check box specified. The user's selection of the check box will also
be recorded as part of the download event.

Email Response
DownloadPlus can automatically send a customized email to a customer after a successful
download.




                                             Figure 3-29

This email can be customized for each download item. Click the „Email Response‟ link (Figure 3-
29) to enable this feature.
     Send customer an email response automatically – select this option to enable the
        automatic email feature. If selected, after each download of the selected download item,
        the customer will be sent the customized email.
     Email Title – customize the email subject content.



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                                    Chapter 3 – DownloadPlus Admin                                49

       Email Message - customize the content in the email body.

Click the „Submit‟ button to save any changes.

Password
If a download item is password protected, DownloadPlus can automatically send the customer an
email message with the installation instructions and required password. This feature is useful to
ensure that customers register with a valid email address, as they can only access the
downloaded file with this password information.




                                            Figure 3-30

On the „Password‟ page (Figure 3-30) you can enter the required password, and customize the
email message.
     Password – enter the required password.
     Email the password to customer upon downloading the software – select this to
        enable the auto-email feature. If selected the customized email will automatically be
        delivered when a user downloads the selected download item.
     Email Title – customize the email subject content.
     Email Message - customize the content in the email body. You do not need to enter the
        password in the email message, as it is automatically included in the email.

Click the „Submit‟ button to save any changes.

Survey
You can force customers to fill out a survey before downloading each download item. The
surveys are maintained in the „Survey Setup‟ section. Each download item can have one
associated survey at any time. Click the „Survey‟ link to manage the survey information for the
selected download item (Figure 3-31).
     Survey required for this item – select this option to display a survey to customers
        before download. When a user clicks on the selected download item, they will first be
        forced to take the specified survey.
     Select a survey – select the appropriate survey.



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                                TechExcel DownloadPlus 2.0 User‟s Guide                           50

       Use survey schedule defined in the ‘Survey Setup’ – if selected, the survey schedule
        will be based on the survey schedule defined in „Survey Settings.‟ If not selected, the
        settings are based on the settings below:
             o Survey time duration – specify the „Date From‟ and „Date To‟ dates that the
                 survey will display.
             o Survey recurrence pattern – specify the recurrence pattern of the survey.
       Use current settings for all items in this category – if this option is selected, the
        settings specified above will be applied to all download items in the selected category.




                                             Figure 3-31

Click the „Submit‟ button to save any changes. If you have selected the „Use current settings for
all items in category‟ setting you will be prompted to confirm the selection.

Integrating DownloadPlus with your Web site
DownloadPlus for Customers consists of approximately sixteen Active Server Pages (ASP).
Each can be modified for complete customization and integration. The Active Server Pages
control the majority of the user interface.

ActiveX components are used to handle all of the database connectivity. These components are
fixed and should not be modified.

Note: All DownloadPlus files should be backed up to a safe location prior to customization. In
the case that modifications accidentally affect Active X components or other critical code, the
pages can be returned to their initial state.

Total Customization
You can customize every GUI element that is displayed in DownloadPlus for Customers.
Customizing the “look and feel” of the Active Server Pages is a relatively simple process,
assuming you have knowledge of basic web editing concepts. The pages can be opened in any
editing tool, and all graphical elements can be modified. More information on Active Server
Pages can be found from the Microsoft corporate website.




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The Active Server Pages by default are located in the following (or equivalent) directory on your
web server:

C:\inetpub\wwwroot\downloadplus

When customizing the DownloadPlus for Customers pages, please consider the following
    Integrate DownloadPlus with your existing web site to provide simple navigation for
      customers. Please visit our web site, http://www.techexcel.com/, and view our
      „Download‟ section as a reference.
    Implement a consistent color scheme with your existing web site. Add colors, images,
      and texture to the Active Server Pages to reflect your web site‟s interface.
    Change the existing text and messages to fit your business needs.
    Be sure to backup the original files before any modifications are made.

Customizing the Header File
All the Active Server Pages share the same header file, “topband.htm.” This header file is based
on three images that should be modified or replaced:
      Topbg.gif – The default background file for the entire header. In the sample
         DownloadPlus for Customers view, the image provides a blue background to the header.
      Logo.jpg (Figure 3-32) – The default image at the top left of the DownloadPlus for
         Customers header. The image can be replaced to reflect your company‟s current logo.




                                            Figure 3-32

       Sample.gif (Figure 3-33) – The default image at the top right of the DownloadPlus for
        Customers header.




                                            Figure 3-33

The Active Server Pages also share the same menu bar file, “menubar.htm.” This file can also be
modified, however please be sure to only change GUI elements, as this page is critical to the
DownloadPlus for Customers functionality.

What tools should be used for GUI customization?
You can use any HTML or Active Server Page editor to customize the user interface of
DownloadPlus for Customers. We recommend using Microsoft Visual InterDev or Microsoft Front
Page if you do not already have an editor. In many cases, you will only be modifying a very small
portion of the HTML or Active Server Page files, so a text editor may be sufficient for your
customization needs.

Integrating DownloadPlus URLS
Integrating DownloadPlus with your existing web site is easy and straightforward. Simply embed
the following URLs into your existing HTML web pages.




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DownloadPlus Admin:
http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadadmin.dll

DownloadPlus Analysis:
http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadanalysis.dll

DownloadPlus for Customers:
http://www.yourdomain.com/downloadplus/download.asp

Using Access Identifiers to Direct Customers to Specific Content
It might make sense to direct prospects and customers to specific content within the download
site based on their interests. For example, using the ABC Soft sample company, they want to
direct customers to either the mail server or database server portion of the download site based
on their interest.

If they click on a “Mail Server” link, they can login to the download site to see mail server-related
downloads. If they click on a “Database Server” link, they can login to the download site to see
database server-related downloads. This content-specific navigation can be accomplished with
access identifiers.

Each product line and download category can be associated with a unique access identifier. To
define the access identifier for a product line or download category, navigate to the „Product Line‟
or „Download category‟ pages in the „System Setup‟ section. Once these access identifiers are
defined, they can be appended as a parameter to the login URL to direct customers to specific
content within the download site.

Using the earlier example, imagine the ABC Soft Company has two links on the “Products”
section of their company Web site. The two links both pass different access identifier parameters
as shown in Table 3-2.

If a customer clicks on the top mail server link they will be taken to DownloadPlus for Customers.
After successfully logging in (either as a new or registered customer), the customer will see all
mail server-related downloads as is applicable based on their access key for that product line.

If a customer clicks on the bottom link they will be taken to the DownloadPlus for Customers.
After successfully logging in (either as a new or registered customer), the customer will see all
database server-related downloads as is applicable based on their access key for that product
line.

Product       Access         URL for Customers
Line          Identifier
Mail          MailServer     http://www.yourdomain.com/downloadplus/download.asp?I=MailServer
Server
Database      DBServer       http://www.yourdomain.com/downloadplus/download.asp?I=AppServer
Server
                                               Table 3-2

As can be seen in Table 3-2, the format for appending the access identifier to the login URL is:
http://www.yourdomain.com/downloadplus/download.asp?I=AccessIdentifier

URLs with an appended access identifier will always take the customer to the standard login
screen. However after logging in, the customer will be taken to the section of the download site
that relates to the link they clicked to get there.




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Note: The same process can be used to direct customers to a specific download category
instead of product line. Simply pass the access identifier parameter that is associated with a
download category in the login URL.

Backing up and Restoring the DownloadPlus Database
DownloadPlus comes with a separate utility for backing up and restoring the database. The
standalone executable is installed on your web server during the installation process. The
location of this utility program is
C:\Inetpub\Scripts\texcel\Setup\DplusUtil.exe

Double-click on the utility file to launch the DownloadPlus Utility (Figure 3-34). The program is
delivered with default login information defined (User Name: sa, Password: sa).




                                             Figure 3-34

Click the „Backup‟ button to create a backup file of the entire database. A dialog box will prompt
you for the file name and location where you would like the backup saved on your hard drive (e.g.
C:\backups\backup.sws). DownloadPlus stores your backups in a proprietary .sws file format.

Click the „Restore‟ button to restore the database. A dialog box will prompt you for the location of
the .sws file. Once selected, DownloadPlus will automatically restore all project data stored in
that file.

As with all business-critical information, TechExcel suggests backing up your DownloadPlus
database on a regular basis. The DownloadPlus backup feature is a good way to save your
project settings, but should not be considered a substitute for the regular backups that should be
performed against your database server.




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                                                                        Chapter 4
DownloadPlus Analysis

DownloadPlus Analysis is the web application used to analyze download activity, identify and
qualify sales leads, and generate trend and distribution reports. DownloadPlus Analysis allows
sales persons, marketing managers, and administrators to monitor daily customer download
activities. A wide range of reports and graphs can be printed for marketing and sales analysis
needs, and each report can be customized in several ways. DownloadPlus Analysis provides
marketing and sales managers a powerful, intuitive tool to help intelligently generate sales
prospects.

To login to DownloadPlus Analysis, either select DownloadPlus Analysis from the DownloadPlus
program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/Scripts/texcel/downloadplus/downloadanalysis.dll

DownloadPlus Analysis activities include viewing customer download transactions to identify
sales opportunities, analyzing survey results to build marketing data and build sales profiles, and
identifying download trends.

If you are also using the TechExcel CRM solution and have integrated TechExcel CRM with
DownloadPlus in DownloadPlus Admin, you can also link and edit customer information to more
efficiently manage the customer lifecycle.

This chapter covers the features in DownloadPlus Analysis. Once the required settings are
defined in DownloadPlus Admin and customers are downloading files from DownloadPlus for
Customers, you can begin tracking all download-related information in DownloadPlus Analysis.

Note: A user must be defined as an administrator in DownloadPlus Admin to access
DownloadPlus Analysis. For more information on granting users access to DownloadPlus
Analysis, see the „System Setup‟ section in Chapter 3 – DownloadPlus Admin. DownloadPlus
Analysis is delivered with a default system administrator defined (User Name: terry-j, Password:
terry-j). For security reasons TechExcel suggests changing this default login setting as soon as
possible.

Overview
DownloadPlus Analysis allows you to track all customer download transactions, and immediately
begin generating and qualifying sales leads. The DownloadPlus Analysis web interface provides
straightforward, consistent navigation to help guide you through analyzing download statistics.




                                            Figure 4-1

DownloadPlus Analysis pages are broken up into sections. In the top section of every page is the
DownloadPlus Analysis main menu (Figure 4-1). This main menu displays the following six icons:
    Customers – click to display a list of customers, along with detailed company information
      and related download transactions.
    Downloads – displays all download events, along with customer and contact information.
                                TechExcel DownloadPlus 2.0 User‟s Guide                          56

       Surveys – displays a list of all completed surveys, along with detailed customer and
        contact information. Individual survey responses are also displayed for each survey.
       Report – click to utilize DownloadPlus Analysis‟ powerful reporting tool. Produce reports
        and graphs to track all aspects of the download site.
       Utility – sets the amount of rows to display on any page. The number specified applies
        to all other pages in DownloadPlus Analysis.
       Help – displays the online DownloadPlus help files. These help files cover
        DownloadPlus Analysis help topics. Click on a topic to view the related help files.
       Logout – click to logout of DownloadPlus Analysis. You may also logout by closing the
        web browser window.

The main analysis features of DownloadPlus Analysis are presented in the „Customers‟,
„Downloads‟, „Surveys‟, and „Report‟ pages.

Each of these sections has a tool bar located below the main menu icon bar. This tool bar
contains several filters that allow you to select what information is displayed in the main window
of the web page. The filters for each section are discussed in the detailed section descriptions
below. The main window changes dynamically according to the main menu and filter selections.

Customers
Tracking new sales leads and download events
Click the „Customers‟ icon to display all customers that have registered or have downloaded an
item within the specified date range.

The „Customers‟ page tool bar (Figure 4-2) allows you to display customers based on the
following filters:
      Product Line – display only customers that have downloaded items from the selected
        product line. Product lines and download categories are available in this dropdown.
      Item - display only customers that have downloaded the selected download item. The
        items available in the dropdown are based on the category selected.
      Sort By – select the sort order for the customer list. Sort by download time, register time,
        or customer name.
      Date From & To – specify a time span. The list will only display customers that have
        registered or downloaded a file (based on the „Sort By‟ selection) in the specified time
        frame. Specify an open time span by leaving the beginning or ending date blank.




                                             Figure 4-2

Note: To additionally display customers that have only registered and not downloaded any files,
select the „All Product Lines‟ option in the „Product Lines‟ dropdown menu. All customers will be
displayed for the specified date range, regardless of download activity.

Click the „Refresh‟ icon to update the customer list after changing parameters, as well as to
update the list with the latest download information captured from DownloadPlus for Customers.

Searching for customers
You can use the searching feature in DownloadPlus Analysis to find a particular customer's
information. To activate the customer searching function, click on the binoculars icon in the top
right of the „Customers‟ page tool bar. The tool bar will expand to include two additional fields,



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„Company‟ and „Phone.‟ The binoculars icon will also be refreshed with a red cancel sign to
indicate that the tool bar is in the search mode.

You can specify a customer's full name, partial name, full phone, or partial phone to locate all
matching records. The search results are based on all the parameters specified in the tool bar.
Using the searching feature with an open time span will help you locate the customer easily and
accurately.

Click the binoculars icon (the icon will now have a red „X‟ through it) a second time to exit the
search mode.

Managing customer records
The main window of the „Customers‟ page (Figure 4-3) consists of two frames. The left frame
displays the applicable customers based on the filters. The right frame displays a summary of the
selected customer‟s information, including the customer name, contacts, all previous downloads,
and all previous surveys taken by that customer.




                                              Figure 4-3

Click on the customer name in the left side of the main window to display a customer‟s
information.

Customer and contact information
At the top of the right side of the main window the selected customer‟s information will display.
The company information will display at the top, followed by individual contact information.

Click the „Edit‟ button below the contact names to edit customer and contact information. You
can also change each customer‟s access key settings here. Sales members will change access
keys for each product line to give the company and/or contact the required download privileges.




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You can also edit a specific contact‟s information and access keys by clicking the „Edit Contact‟
link.

A sales person can identify a new lead, contact the customer, and then change their access keys
all from DownloadPlus for Analysis. This feature streamlines the leads generation and sales
qualification process.

If linked with TechExcel CRM, the access key is driven by the customer status in TechExcel
CRM. For more information on access keys, please see Chapter 3 – DownloadPlus Admin.

Click the „Submit‟ button to save any changes.

Click the „Delete‟ button to delete information for a customer. You have the option to delete all
survey information, all download information, or all associated contact information for the selected
customer. Select the appropriate option and click the „Delete‟ button to confirm the deletion.
Please be aware this will permanently remove the selected customer information from the
DownloadPlus database.

Adding new customers and contacts
You can also manually add customers and contacts to the DownloadPlus database. Click the
„New Customer‟ and „New Contact‟ buttons to create new customer information.

Note: These buttons will only display if this feature has been enabled in the „Preferences‟ section
in DownloadPlus Admin.

Linking customers to TechExcel CRM
TechExcel CRM is TechExcel‟s comprehensive customer resource management solution,
providing an integrated Web and Client/Server solution. In DownloadPlus Analysis you can
selectively link customers and contacts to a TechExcel CRM Project.

If a TechExcel CRM project has been integrated using DownloadPlus Admin, you can select
customers and link their company and contact information to the TechExcel CRM project. You
can also setup DownloadPlus to automatically create download and survey events in TechExcel
CRM. For more information on linking DownloadPlus to a TechExcel CRM project, please see
Chapter 3 - DownloadPlus Admin.

To link a customer to TechExcel CRM, first select the customer in the customer list. Click the
„Link this customer to TechExcel CRM‟ link located below the customer name in the right side of
the window. DownloadPlus will query the TechExcel CRM database for matching companies and
display any similar companies found. Select the appropriate company if the match is correct.
Otherwise, create a new company in TechExcel CRM.

For new customers, specify the customer status, customer type, and contact type(s) and click the
„Submit‟ button (Figure 4-4). The customer is now linked to TechExcel CRM, and download
events will be automatically linked to TechExcel CRM based on the settings in DownloadPlus
Admin.




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                                    Chapter 4 – DownloadPlus Analysis                               59




                                              Figure 4-4

If the company is already linked and you just want to link an individual contact, click the „Add link‟
link next to the contact name. Select the contact type and click the „Submit‟ button.

Click the „Remove link‟ links to remove the TechExcel CRM link for a particular customer or
contact.

Editing download information
All previous downloads for a customer will be listed below the customer information in the right
frame of the main window. Click on an individual download item to be taken to its „Download
Information‟ screen (Figure 4-5).




                                              Figure 4-5

From this screen you can see detailed information about who downloaded the item. You can also
edit the download item‟s description. Sales or marketing team members can use this feature to
make notes or comments related to the customer or download.



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After editing the description, be sure to click the „Submit‟ button to save any changes. You can
also delete the download item from the database by selecting the „Delete‟ button. A dialog box
will prompt you to confirm the deletion.

Click the „Back to list‟ button to return to the company summary.

Editing survey information
All previous surveys taken by a customer will be listed below the download history in the right
frame of the main window. Click on an individual survey item to be taken to its „Survey event‟
screen (Figure 4-6).

From this screen you can see detailed survey questions and results for the selected survey.

You can also delete the selected survey response from the database by selecting the „Delete This
Survey‟ button. A dialog box will prompt you to confirm the deletion.




                                             Figure 4-6

Click the „Back to list‟ button to return to the company summary.

Note: To edit, delete, or link customer, download and survey information, you must have the „Full
Access to Analysis‟ privilege defined in DownloadPlus Admin. Without this access the
information will be read-only.

Emailing customers from DownloadPlus Analysis
As sales or marketing team members talk to customers and sales qualify leads, it might be useful
to email customers directly from DownloadPlus Analysis. These emails could be used to send
product updates, or to notify a prospect of new download privileges. To send an email to a
customer, click the „Send Email‟ button below the customer‟s download and survey activity. The




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                                    Chapter 4 – DownloadPlus Analysis                            61

right page of the window will refresh allowing you to specify to whom you want to send the email
(Figure 4-7).

First select the email template on which to base the email. Email templates are defined in
DownloadPlus Admin. There should be an email template defined for all applicable emails that
will be sent from DownloadPlus.

Note: This feature requires the purchase of a DownloadPlus annual support plan.

After selecting the email template, specify the recipients of the email. You can select any of the
customer‟s current contacts, as well as enter in any additional email addresses.

Click the „Send‟ button to further customize the email.




                                              Figure 4-7

The page will refresh with the „Send Email‟ page (Figure 4-8). The text specified in the selected
email template will display in the email subject and body. The recipients selected on the previous
page will display as well.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                         62




                                             Figure 4-8

At the top of the page, below the customer name, you can also change the customer‟s access
keys. If integrated with TechExcel CRM, the customer status will show. If DownloadPlus is not
integrated with TechExcel CRM, the access keys for each product line will display (as seen in
Figure 4-8).

Click the „Send‟ button to send the email.

All sent emails are tracked in DownloadPlus, and are available beneath the customer‟s download
and survey information. This allows you to track all download-related correspondence with a
customer from DownloadPlus Analysis. Simply click on an email to view its information. If
DownloadPlus is linked with TechExcel CRM, an email event can automatically be created in the
TechExcel CRM project as well.

Note: The customer status or access key fields may be read-only as specified in DownloadPlus
Admin.

Downloads
Click the „Downloads‟ icon in the main menu to display all download activity within the specified
filter parameters.

The „Downloads‟ page tool bar allows you to display download transactions based on the
following filters:




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                                   Chapter 4 – DownloadPlus Analysis                               63

       Product Line – display only downloaded items from the selected product line or
        download category.
       Item - display only the selected download items. The items available in the dropdown
        are based on the product line selected.
       Sort By – select the sort order for the download list. Sort by time, download item, or
        customer.
       Start Date & End Date – specify a time span. The list will only display items that were
        downloaded in the specified time frame. Specify an open time span by leaving the
        beginning or ending date blank.

Click the „Refresh‟ button to update the download list after changing parameters, as well as to
update the list with the latest download information captured from DownloadPlus for Customers.

Managing download items
The main window of the „Downloads‟ page (Figure 4-9) consists of two frames. The left frame
displays the download event list based on the specified filters. The right frame displays detailed
information about the selected download item, along with related customer and contact
information.




                                             Figure 4-9

Click on the download name in the left side of the frame to display detailed information for a
download.

At the right side of the main window, the selected download item‟s information will display. The
download details will display at the top, followed by customer and contact information.

You can edit the download item‟s description. Sales or marketing team members can use this
feature to make notes or comments related to the customer or download.

After editing the description, be sure to click the „Submit‟ button to save any changes. You can
also delete the download item from the database by selecting the „Delete‟ button. A dialog box
will prompt you to confirm the deletion.



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                                TechExcel DownloadPlus 2.0 User‟s Guide                           64

Note: To edit or delete download information, you must have the „Full Access to Analysis‟
privilege defined in DownloadPlus Admin. Without this access the information will be read-only.

Surveys
Click the „Surveys‟ icon in the main menu to display all survey-related information within the
specified filter parameters.

The „Surveys‟ page tool bar allows you to display survey information based on the following
filters:
       Product Line – display only surveys that were taken when a customer downloaded an
         item from the selected product line or category. By selecting a product line, a marketing
         manager can easily display all the surveys completed for that product line.
       Item - display only surveys that were taken when a customer downloaded the selected
         download items. The items available in the dropdown are based on the product line
         selected.
       Sort By – select the sort order for the survey list. Sort by time or survey.
       Survey Date From & To – specify a time span. The list will only display surveys that
         were completed in the specified time frame. Specify an open time span by leaving the
         beginning or ending date blank.

Click the „Refresh‟ button to update the survey list after changing parameters, as well as to
update the list with the latest survey information captured from DownloadPlus for Customers.

Managing surveys
The main window of the „Surveys‟ page (Figure 4-10) consists of two frames. The left frame lists
all surveys based on the specified filters. Survey details are displayed in the right frame,
including survey questions, results, and customer and contact information.




                                             Figure 4-10

Click on the survey name in the left side of the frame to display detailed information for a survey.




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                                   Chapter 4 – DownloadPlus Analysis                             65

At the right side of the main window, the selected survey‟s information will display. The customer
and contact that completed the survey will display at the top. Below this you can review detailed
survey questions and results for the selected survey.

You can also delete the selected survey response from the database by clicking the „Delete This
Survey‟ button. A dialog box will prompt you to confirm the deletion.

Note: To delete survey information, you must have the „Full Access to Analysis‟ privilege defined
in DownloadPlus Admin.

Reports
DownloadPlus Analysis has a comprehensive reporting tool to provide in-depth analysis of
download trends and distribution by category, or any combination of items within the category.
DownloadPlus Analysis provides powerful, pre-defined reports that can be viewed and
manipulated in a variety of ways.

Whether you need to generate distribution pie charts for large surveys, or produce a five-year
download trend, DownloadPlus Analysis‟ reporting engine will quickly get you the results.

Creating and customizing reports
Click the „Reports‟ icon to begin analyzing download and survey activity.

The „Reports‟ page tool bar (Figure 4-11) allows you to select the information and type of report
that will display based on the following filters:
     Report Type – select from the following reports to display, each of which is discussed in
          detail later in the chapter:
               o Download Distribution – displays the total number of download events that
                    have occurred for each product line or download category.
               o Download Trend – displays the number of download events that have occurred
                    for each product line or download category by time period.
               o Survey Distribution - displays summarized results for each survey question.
               o Survey Trend - displays results for each survey question by time period.
               o Customer Activity Trend (Summary)- displays summarized customer activity
                    by time period, including new registrations, total downloads, and total surveys
                    taken.
               o Customer Download Trend (By Registration Date) – displays the number of
                    customers who have downloaded items within each product line or download
                    category by customer registration date, by time period.
               o Customer Download Trend (By any Download) – displays total customer
                    download activity by time period for each product line or download category.
               o First Time Customer Download Trend - displays the number of customers who
                    have downloaded items within each product line or download category by initial
                    customer download date, by time period.
     Product Line – the report will display only download and survey information for
          download items from the selected product line or download category. The values with
          braces are product lines. The values without braces are download categories.
     Item – the report will display only download and survey information for the selected
          download or survey item. The items available in the dropdown are based on the product
          line or category selected.
     Style – select the style of the report. Based on the report selected, you can choose
          between pie charts, bar charts, line reports, and stack reports.
     Date From & To – specify a time span. The report will only display download and survey
          information for items downloaded in the specified time frame. Specify an open time span
          by leaving the beginning or ending date blank.



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                                TechExcel DownloadPlus 2.0 User‟s Guide                           66




                                             Figure 4-11

Click the „Refresh‟ button to update the report after changing parameters, as well as to update the
report with the latest download and survey information captured from DownloadPlus for
Customers.

Report properties
DownloadPlus Analysis also allows you to customize the presentation of each report. You may
customize the following properties:
     Title – customize the report title.
     X-Axis & Y-Axis – customize the x-axis and y-axis labels.
     Time Unit – choose the time unit on which to base the report. Select from auto
       (DownloadPlus Analysis will automatically select the time unit based on the specified
       date range), daily, weekly, monthly, or yearly. This option is not available for the
       „Download Distribution‟ and „Survey Distribution‟ reports.
     Time label – select the frequency that the time units should be labeled. This option is
       not available for the „Download Distribution‟ and „Survey Distribution‟ reports.
     Layout – choose to show the date in graph form, in table form, or both. If both, select the
       order that the information will appear. Data from the table can be copied into external
       applications.
     Background – select the background color.
     Show legend – select to show the legend.
     Select Download Items/Questions – you can choose to run the report only for certain
       questions or download items, based on the report you are running. These settings will be
       lost when you view another report. All other property settings are saved in the database
       and will permanently apply to the selected report.

To customize a report‟s properties (Figure 4-12), select the report and click the „Property‟ button.
Click the „Submit‟ button to save any changes.




                                             Figure 4-12




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                                    Chapter 4 – DownloadPlus Analysis                              67


Copying report data
Report data can be easily copied to external applications. Each report can be displayed in a
graphical or tabular format. The display format is specified in each report‟s property settings.
Data can only be copied from reports displayed in tabular format.

After the desired report is displayed in tabular format, select the entire table with your mouse. Be
sure to highlight all table cells. Copy the data by pressing „Ctrl+C‟ on the keyboard, or by
selecting „Copy‟ from the browser‟s „Edit‟ menu. The report data is now stored on the computer‟s
clipboard and can be pasted into any external application, such as MS Excel or MS Word.

Download Distribution
The „Download Distribution‟ report displays the total number of download events that have
occurred for each product line or download category.




                                             Figure 4-13

Figure 4-13 shows the download distribution of all downloads from October 2002 to March 2003.

You can choose the report graph to be presented in either a bar or pie chart format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                    68



Download Trend
The „Download Trend‟ report shows the number of download events that have occurred for each
product line or download category by time period. Figure 4-14 shows an example of the monthly
download trend from January to July 2003 for three download types, Pre-recorded
demonstrations, White papers, and Products.




                                             Figure 4-14

You can choose the report graph to be displayed in a line or stacked bar format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                   Chapter 4 – DownloadPlus Analysis                          69



Survey Distribution
The „Survey Distribution‟ report shows summarized survey results distribution for one or several
survey questions. Figure 4-15 shows an example of the monthly survey distribution report. The
report shows the total results for each survey question in a pie graph.

You can choose the report graph to be displayed in either a bar or pie chart format.

When a download category or item is selected, DownloadPlus Analysis summarizes all applicable
survey questions and prepares the survey distribution reports. Because one survey question
normally includes several answers, one graph is needed for each question. The „Survey
Distribution‟ report consists of several pie charts or bar charts, with one graph per question.
Figure 4-15 shows only a portion of the full report.




                                            Figure 4-15




Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                      70


Survey Trend
The „Survey Trend‟ report displays results for each survey question by time period. A survey
trend is useful to analyze how customer's answers to a particular question change over a period
of time. Figure 4-16 shows an example of the monthly survey trend from October 2002 to March
2003. The results show that as time progresses, more people are hearing about DownloadPlus
through trade shows or events.




                                             Figure 4-16

Note: The data shown on this graph may not reflect the data seen in the sample database.

You can choose the report graph to be displayed in a line or stacked bar format.

When a download category or item is selected, DownloadPlus Analysis summarizes all applicable
survey questions and prepares the survey trend reports. Because one survey question normally
includes several answers, one graph is needed for each question. The „Survey Trend‟ report
consists of several line or stacked bar graphs, with one graph per question. Figure 4-16 shows
only a portion of the report.




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                                   Chapter 4 – DownloadPlus Analysis                            71



Customer Activity Trend Summary
The „Customer Activity Trend Summary‟ graph displays all customer activity for a specified period
of time, including registration, download, and survey activity. A customer activity trend survey is
used to track how many customers are utilizing the download site over time. Figure 4-17 shows
an example of a customer trend report from October 2002 to March 2003. The report shows that
while the amount of new registrations each month is staying approximately the same, the
download and survey activity are both increasing from month to month.




                                            Figure 4-17

This report can be run for any product line or download category, and you can choose the report
graph to be displayed in a line or stacked bar format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                        72



New Customer Registration Trend
The „New Customer Registration Trend‟ graph displays the number of customers who have
downloaded items within each product line or download category by customer registration date,
by time period. This report is used to show the download trends based on when customer
registered. This can help provide valuable metrics in terms of associating download activity with
sales or marketing initiatives. The report shows download activity based on the customer
registration date, regardless of when the actual files were downloaded. Figure 4-18 shows an
example of a customer download trend by registration report from October 2002 to March 2003.
The report shows that customers who registered in October-November primarily downloaded
items from the mail server product line, while customers who registered in February-March
primarily downloaded items from the Database Server product line.




                                             Figure 4-18

This report can be run for any product line or download category, and you can choose the report
graph to be displayed in a line or stacked bar format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                   Chapter 4 – DownloadPlus Analysis                          73



Customer Total Download Trend
The „Customer Total Download Trend‟ graph displays total customer download activity by time
period for each product line or download category. This is an extremely valuable reports that
provides analysis of the total download activity for your download site, grouped by each product
line or download category as specified. This report shows the real trends of what items are being
downloaded from the download site. Figure 4-19 shows an example of a customer total
download trend report from January 2003 to June 2003. The report shows that while the number
of mail server-related downloads is increasing every month, the number of database server-
related downloads is decreasing. Customers downloading DownloadPlus is remaining fairly
steady over the six-month period.




                                            Figure 4-19

This report can be run for any product line or download category, and you can choose the report
graph to be displayed in a line or stacked bar format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                       74



Customer Initial Download Trend
The „Customer Initial Download Trend‟ graph displays the number of customers who have
downloaded items within each product line or download category by initial customer download
date, by time period. This report disregards the number of downloads for each customer, and
only displays customers who are downloading the product for the first time. This report can help
determine new customer interest. Since the report is showing you how many customers have
downloaded each product line for the first time, you can identify in which products customers
have new interest. Figure 4-20 shows that over the first two quarters of 2003, customers have
been downloading mail-server related products for the first time much more frequently then either
the database-server product line or DownloadPlus.




                                             Figure 4-20

This report can be run for any product line or download category, and you can choose the report
graph to be displayed in a line or stacked bar format.

Note: The data shown on this graph may not reflect the data seen in the sample database.




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                                                                       Chapter 5
DownloadPlus for Customers

DownloadPlus for Customers is the web application accessed by new and existing customers to
register and download files.

This chapter provides a brief overview of the features in DownloadPlus for Customers.
DownloadPlus for Customers provides an intuitive, user-friendly interface to allow customers to
quickly begin downloading information from the download site.

To access DownloadPlus for Customers, either select DownloadPlus for Customers from the
DownloadPlus program group, or launch any web browser and type in the following URL:

http://www.yourdomain.com/downloadplus/download.asp

If integrated with your current website, you can also simple access this page (Figure 5-1) by
clicking on the appropriate link from the website.




                                            Figure 5-1

New users will first register themselves by clicking the „New User „ button and entering their
customer profile information (Figure 5-2). The following fields are mandatory upon registration:
     Login email – valid email for login.
     Password - based on the password settings in DownloadPlus Admin, this field may not
       be visible. A new user can either create their password from this screen, or create the
       rest of their user profile and be automatically emailed a password.
                                TechExcel DownloadPlus 2.0 User‟s Guide                            76

       First Name
       Last Name
       Company – only mandatory if the customer type setting in DownloadPlus Admin is
        „Business.‟
       Company Phone
       Promotion Code – this field will only display if this feature is enabled in DownloadPlus
        Admin. Enter any promotion code if applicable.




                                             Figure 5-2

Existing customers will access the login screen by clicking the „Registered User‟ button and
entering in their login information. They may also request a new password from the login screen
be selecting the appropriate checkbox.

Note: DownloadPlus for Customers is built with Active Server Pages technology. The source
code for these pages can be fully customized and integrated with your current company website.
For more information regarding customizing the Active Server Pages, please see Chapter 3 –
DownloadPlus Admin.

Customer Downloads
After successfully registering and logging in to DownloadPlus for Customers, customers will have
access to the applicable product lines, download categories and download items (Figure 5-3).
The files available will be based on their assigned access key as specified in DownloadPlus
Analysis.

Note: Based on settings in DownloadPlus Admin, a customer‟s access key may instead be
managed through TechExcel CRM.




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                                 Chapter 5 – DownloadPlus for Customers                           77

The available download categories are listed in the „Select category‟ dropdown menu. Customers
can select different available categories to view different download files. To download a file,
simply click on the title of the desired download file.

Each download item can be presented with the following information:
    Title of the download item, which is linked with its primary download URL.
    Description of the download item.
    Size and the last update date of the downloadable file.
    Additional URLs for the same download file or for other accessory components.




                                              Figure 5-3

After clicking on a download title, the user will be taken to an intermediate screen to confirm the
download process.

Surveys
If a customer downloads an item with an associated survey, the survey must be completed before
downloading the file (Figure 5-4). DownloadPlus for Customers will first verify that the survey is
required based on the survey schedule. If the customer has already taken the survey for the
same category or item the survey may not be required, depending on the defined survey
schedule.

Survey questions displayed with red icons are mandatory and must be answered before a
customer can complete the download process. After a customer completes the survey, the
product download confirmation page will be displayed allowing the customer to download the
selected item.




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                                TechExcel DownloadPlus 2.0 User‟s Guide                           78




                                             Figure 5-4

Automatic Email Notification
As users download files and navigate through the download site, certain actions will automatically
trigger emails to be delivered to the customer. These emails can be delivered when a customer
downloads an item, completes a survey, or requests a password. If a customer does not use a
valid email address for login, they will not receive the email notifications. This can be used as a
tool to ensure users are providing you with valid email addresses.

For example, you can password protect your download files, and setup DownloadPlus to
automatically email the user the password after download. Only users that provide valid email
addresses will receive the password necessary to install or access the file.

For more information on setting up email notifications, please read Chapter 3 – DownloadPlus
Admin.

Customer Info
Customers can edit their personal information by clicking the „Customer Info‟ link at the top of the
page. Users can update their profile information, change their password, and specify answers to
a security question if the feature is enabled in DownloadPlus Admin.

If the security question feature is enables, a user has the option to answer one of the three
security questions in the „Change Password‟ screen (Figure 5-5). If the user answers a question,
when the user requests a new password they will be prompted to answer the security question.
The user must successfully answer the security question before a new password will be
generated and emailed.

If the user chooses not to answer any security questions, they can request a password at the
login screen by simply entering in their email address and selecting the „I have forgot my
password‟ option.




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                               Chapter 5 – DownloadPlus for Customers                      79




                                            Figure 5-5

Customer Web Portal
A „Customer Web Portal‟ link will display at the top of the page as well if DownloadPlus is
integrated with TechExcel CRM and the Customer Web Portal feature is enabled. For more
information on integrating with TechExcel CRM, please read Chapter 3 – DownloadPlus Admin.

Clicking on this link will take users to the TechExcel CRM Customer Web Portal. For more
information on the Customer Web Portal, please download the Customer Web Portal User‟s
Guide from TechExcel‟s website, http://www.techexcel.com/.




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Index
Access Identifiers...........................19, 20, 52                FrontOffice ................... See TechExcel CRM
Access Key ................................................ 24         Help - DownloadPlus Analysis .................. 56
Access Setup .......................................23, 27             Installation ................................................... 7
  Access Applicable .................................. 25              Integrating DownloadPlus URLS .............. 51
Adding new customers and contacts ......... 58                         Integrating DownloadPlus with your web site
Additional URLs ......................................... 44              ............................................................... 50
Admin Privileges ........................................ 30           Item Detail ................................................. 43
Analysis Privileges ..................................... 30           Item Preview ............................................. 47
Asset Based Control .................................. 38              Item Setup Page - DownloadPlus Admin . 43
Auto Reset Password ................................ 34                License Maintenance ................................ 31
Backing up and Restoring the database ... 53                           Linking customers to TechExcel CRM ...... 58
Common Email Addresses ........................ 31                     Login Help Note ........................................ 35
Control Type .............................................. 40         Logout ....................................................... 56
Customer and contact information............. 57                       Managing customer records ..................... 57
Customer Registration ............................... 33               Managing download items ........................ 63
Customer Type .......................................... 31            Managing surveys ..................................... 64
Customer Web Portal ................................ 81                Password .................................................. 49
Customers Page - DownloadPlus Analysis                                 Preference ................................................ 22
  ............................................................... 56   Preview Page - DownloadPlus Admin ...... 16
Customers Page tool bar ........................... 56                 Pro Edition .................................................. 2
Customization tools ................................... 51             Product line ............................................... 17
Customizing the Header File ..................... 51                   Project Maintenance ................................. 30
Data Source Name (DSN) .................7, 9, 10                       Reports
Database Selection ..................................... 7                Copying report data to external
Download categories ................................. 19                      applications ........................................ 67
Download Control ...................................... 45                Creating and customizing reports ......... 65
DownloadPlus Admin ................................ 15                    Customer Activity Trend Summary ....... 72
DownloadPlus Analysis ............................. 55                    Customer Initial Download Trend .......... 75
DownloadPlus for Customers .................... 77                        Customer Total Download Trend .......... 74
  Access Customer Web Portal ................ 81                          Download Distribution ........................... 68
  Automatic Email Notification .................. 80                      Download Trend .................................... 69
  Change Personal Information or                                          New Customer Registration Trend ........ 73
     Password ............................................ 80             Report properties................................... 66
  Complete a Survey ................................ 79                   Survey Distribution ................................ 70
  Download a file....................................... 78               Survey Trend ......................................... 71
Downloads Page - DownloadPlus Analysis                                 Reports Page - DownloadPlus Analysis ... 65
  ............................................................... 62   Request Password .................................... 34
Editing download information .................... 59                   Searching for customers ........................... 56
Editing survey information ......................... 60                Special Offer message ....................... 44, 47
Email notification                                                     Survey - attaching to a download ............. 49
  After successful download ..................... 48                   Survey categories ..................................... 21
  Containing download password ............. 49                        Survey preview ......................................... 43
  New user password ............................... 33                 Survey questions ...................................... 40
  Survey response .................................... 42              Survey schedule ....................................... 41
  User requests password ..................34, 35                      Survey settings ......................................... 39
Email Response......................................... 48             Survey Setup - DownloadPlus Admin ....... 39
Email Setup ............................................... 26         Surveys Page - DownloadPlus Analysis ... 64
Email Template .......................................... 27           System Setup - DownloadPlus Admin ...... 17
Emailing customers from DownloadPlus                                   TechExcel CRM ........................................ 58
  Analysis .................................................. 60       TechExcel CRM Integration .................. 9, 36
Enterprise Edition ........................................ 2          Testing DownloadPlus Admin ................... 10
Free Edition ................................................. 2       Testing DownloadPlus Analysis ................ 13
                                              TechExcel DownloadPlus 2.0 User‟s Guide                             82

Testing DownloadPlus for Customers ....... 12                         User Maintenance (internal team) ............ 29
Tracking new sales leads and download
  events ..................................................... 56




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