Standard Autotask

Implementation Guide
Introduction:
This guide serves as a supplement to the implementation process. The focus of this
Implementation Guide is to provide you with a solid foundation for starting your Autotask
implementation and provide an overview of the individual consulting sessions that make up
the Standard Autotask Implementation.

Responsibilities:
Customer
 Provide a single point of contact (Autotask Champion) to work with Autotask’s Implementation
Manager during the engagement.
 Provide access to relevant internal team members on a scheduled basis to complete engagement
sessions.
 Provide any and all documentation of current operational workflows for review and consideration.
 Show up on time for all scheduled consulting sessions.
 Contact Implementation Manager if not able to attend scheduled consulting sessions.
 Be prepared to spend approximately 15-20 hours of time between watching training videos and
setting up your database, prior to attending your one on one consulting sessions.

Autotask Corporation
 Assign an Implementation Manager, and provide key contact information to the customer.
 Schedule qualified Autotask resources as needed to complete the engagement.
 Show up on time for all scheduled consulting sessions.
 Be professional in dealings with Customer executives, staff, vendors and partners.
 Provide appropriate training materials and required assignments for completing implementation.

Check Browser Settings and Whitelist:

If you have not already done so:
1. Double check to make sure your Internet Explorer is configured correctly for Browser
Settings.

2. If you have not white listed our IP addresses, you will not receive automated
notifications. Click here for instructions.

© 2014 Autotask Corporation l Page 2

Fundamental Video Series:
The first step to a successful Autotask implementation is to review the Fundamental video
series. Autotask is comprised of individual modules that work together to seamlessly
manage your business. This video series was created to provide an overview of how the
core workflows are managed using those individual modules.

Fundamentals I
Fundamentals II
Fundamentals III

Implementation Sessions:
1. Welcome call
During this call you will be introduced to your Autotask implementation manager.
We will conduct a short business review to understand your goals for the
implementation of Autotask. An overview of the implementation process will be
provided and your Autotask champion will be confirmed.

2. Second Session - Foundations

During the foundations call we will review the Company Setup. The proper setup of
this area is critical in order to configure your database correctly. We will begin
process of adding your customer accounts to Autotask. This will be the first step to
managing your business with Autotask. The final portion of the call with be used to
introduce the billing agreements in Autotask.

3. Third Session - Service Agreements

During the Service Agreement call we will complete the review of the Autotask billing
agreements. This session will ensure that you have the understanding to get your
billing agreements setup properly. The second portion of the call will be used to
review the ticketing process in Autotask. This call will introduce how billing
agreements and ticketing work together to ensure your customers are billed properly
for the service you provide to your customers.

4. Fourth Session – Service Management

During the Service Management session we will perform a review of your current
ticketing process and provide best practices on how use the tickets in the most
efficient manner. We will also introduce the Service Level Agreements and
Workflow Rules. The Service Level Agreements will allow you to measure the
performance of your service department. The workflow rules will allow you to take
advantage of the automation features in Autotask. With Workflow Rules you will
start to see the real power of Autotask.

© 2014 Autotask Corporation l Page 3

5. Fifth Session – Service Extensions
During this session we will focus on tools that automate the ticket creation in
Autotask. We will focus on setting up the Closed Loop Email in Autotask. This will
allow you to have tickets created directly from emails. We will provide guidance on
setting the integration between Autotask and your selected remote monitoring tool.

A review of a configuration item and setup will be reviewed. The configuration item
will be a key component of the remote monitoring tool integration. The final portion
of the call will be used to review the setup of the Client Portal. The client portal will
allow your customers to create and review service tickets. The portal setup is key
piece of Autotask that allows your customers to have a complete view into service
you provide.

6. Sixth Session – Billing and Invoicing

During this session we will review the process for billing your customer for the
services and products you sell to your customer. Billing your customers correctly
and on time is a key to ensure a healthy bottom line. This session will ensure that
you have an understanding of how the billing and invoice process in Autotask works.
We will also use this session to ensure that the integration with QuickBooks is setup
and working properly.

7. Seventh Session – Additional Session (Projects or Opportunity/Procurement)

This session can be used to review the Projects module, Opportunity and
Procurement process. The agenda of this call will be confirmed during the
implementation welcome call. Your implementation goals will be key in determining
the agenda for this session.

8. Eighth Session – Implementation Completion

During this session we will confirm the setup of your Autotask Dashboards and
review the data included. We will confirm that all outstanding questions have been
answered. We will provide the contact details of your assigned account manager.
We will review the best way to engage with our product support team and also
provide recommendations on how you can continue your Autotask education.

© 2014 Autotask Corporation l Page 4