SME Collaboration & Notifications FAQ's

Question: What are the different ways an RFP writer can communicate with a SME?

Answer: RFP responders can assign content records/questions to an SME from within the RocketDocs platform or from within the LaunchPad. They can collaborate via contextual collaboration messaging and attach notes for assignees. Finally they can revert assignments back to an assignee and reassign questions that have been assigned to them. The responder can also copy and paste questions and communicate with SMEs outside of the platform, if necessary.

Question: If an SME does not have a license, can they still answer an assigned question?

Answer: No. To participate, every SME will need a user license to access the system. Contributor (SME) licenses are provided in unlimited quantities at no cost to the customer.

We do offer a Bulk Updates function, where an administrator can export content into Word or Excel for review, send it to SMEs outside of the platform, and import the changes back into RocketDocs. No license is necessary for this type of review.

Question: At what point does an assigned question get escalated?

Answer: All questions/assignments require a due date. Administrators can configure a variety of automated reminders that can be sent automatically in advance of the deadline and following the deadline. Manual reminders can be sent by clicking the Send Reminder button on the assignor's Control Center or via a collaboration message directly from the content record.

Question: How does the system know when the SME is assigned multiple questions so that they will get limited notifications (i.e.: one notification vs. one for each question)?

Answer: The system has the ability to batch notifications according to the customer’s desired frequency (in hours) which is set by the Administrator at the system level. However, the user’s Control Center always displays all outstanding assignments and in-app notifications, if enabled, are always sent right away, regardless of email batch settings. Additionally Administrators can configure certain time sensitive notifications to be excluded from batching and be delivered immediately. Some notifications like password resets are excluded from batching by default and cannot be batched.

Question: How can we establish notifications today? Is this currently part of the Administrative menu or is the suggestion that this would be controlled at the individual user level?

Answer: Notifications can be enabled in Administration->Settings->Notification Settings by a user with System Administration privileges.

Question: Can the email batches be controlled by the Admin? Can we include the project name, product, due date, customer/prospect names into the notification-key elements that SME needs to address the question properly?

Answer: The System Administrator controls notifications for their entire organization. The notifications are available for modification within the Notification Settings page, where the administrator can enable or disable batching, select batch frequency, and select which notifications are included in batching. Administrators can also customize the content of their notifications and use placeholders to share any relevant contextual information with assignees.

Question: Can reminder emails be sent weekly, daily or hourly?

Answer: Notifications can be batched according to the customer’s desired frequency (in hours) at the system level. Administrators can select which notifications are included in batching and which notifications are sent out right away. Certain notification emails, are always sent immediately when an action occurs (e.g., new user welcome email or forgot password email).

Question: Can users customize the email notification workflows?

Answer: A System Administrator controls notifications for their entire organization. Individual users cannot currently modify notifications based on their preferences, with the exception of adding a note.