Documentation

What is the Duckling Sales?

Ducklingsales is a software that helps to create and execute decision trees. The main goal is to allow people to create the best decision trees for their business and personal tasks. We have a lot of stories of successful implementations of our decision trees to automate businesses in almost every industry. Obvious places for such a software would be sales script, ticket resolution scheme for support teams, production instructions, tests and many more.

We also hope that you will find this software useful, because at first we created it for our business and it was quite helpful for us, so hopefully it will be helpful for you too. In this documentation we will provide a quick overview on basic features. We will expand this documentation in the future if new features will come out. So now let so straight into action!😉

What is a decision tree?

Well, obviously there is a clear definition but if one have to explain it in common, non-scientific language then, basically it's a blocks connected together that forms a tree.

The flowchart in a way is a decision tree for example.

The good question here is: how is it usable by a business? What are the benefits and how one can do anything with a bunch of connected blocks?

And actually it is usable in almost any business sector. For example, the most popular use for decision trees is a sales scripts: you can build a tree for manager from your company to walk through and make the right decisions during phone call or online chat with customer. The positive results for the business in these case is huge. First of all, decision trees "digitalize" salesperson's interactions with customers, so stats can be collected and analyzed. Second, decision trees can hold a lot of data available instantly, so no more "Wait, I will look up size guide for this brand" interactions with your customers. Third, decision trees provides a structured way of interacting with customer, so even inexperienced manager can hold a structured and effective phone call or online chat. And its just three right from the bat, there are tons more.

Apart from sales, one can use decision trees in support, where apart from obvious benefits some of which were already stated in sales script part, decision tree helps to connect first and second line of support, where second line of support can view the whole interaction during first line of support, rather than just some comments in CRM system. And again its just a couple of examples, support centers are benefiting hard with decision trees.

In production one can easily automate business with simple decision tree inclusion, which allows employees to create more products by following the structured instruction. And probably we should stop at this, because the amount of applications is really huge and we can spend a lot of time just listing it. We hope that our product will be effective for your use case too.

Add or edit the company

At the core of everything in Ducklingsales is a company. Here company is not a legal term, but rather a name of a project, or a team that will use decision trees. Basically you can use any name that will be understandable for you or your team members.

The proccess of creating your first company will be quite easy(hopefully) through onboarding process after registration where its a few steps to create your company, first tree and invite people into it. To create another company, or if you missed the onboarding, you can use dropdown menu section on the left side of your dashboard, or in a mobile menu if you use phone or a tablet. Here is a simple video on how to create a company through dashboard

If you want to edit your company, you can visit the settings section, available through left menu of your dashboard. Quick note: only original author of the company have access to this, so other team members can't do this. We will cover the roles more in depth in later sections. You can check out following video on how to edit your company details.

Invite users to your team

Ducklingsales provide any team a way to invite other people to join and execute or build decision tree together.

To achieve a perfect balance in any team we have a special roles system, which is super easy and simple. Its better to present it in a table.

Role Access
Author

This role cannot be assigned and automatically granted to the person who created the team. Its basically the same as editor, but with ability to change settings of the team or delete it.

Can:

  • Build decision trees
  • Execute decision trees
  • View and comment any session in a team
  • Delete decision trees
  • Assign roles inside team
  • Invite new users
  • Change team settings
  • Delete the team
Editor

This role can be assigned to any user except author. Author is always entitled to any access editor have.

Can:

  • Build decision trees
  • Execute decision trees
  • View and comment any session in a team
  • Delete decision trees
  • Assign roles inside team(except author)
  • Invite new users
Manager

This is basically a role to execute trees. And isolated from any global setting inside team.

Can:

  • Execute decision trees
  • View and comment any of own sessions

You can change roles/invite users in "Employees" section of left sidebar in your dashboard. We also have a quick overview video on this section below:

How to create and edit trees

In order to create and edit decision trees you can use our visual editor.

You can access it via "Trees" section in the left sidebar in your dashboard. While here, you can either create a new tree by clicking "Create a tree" in the upper right corner of the screen, or click on the dots icon on any of your current scripts and select "Edit" to edit the script.

The editor itself is pretty easy to operate. Lets walk through main points a bit.

On the right side of the screen you have your main "tool" area. Where you can change the name of the tree, zoom, save or access custom fields section.

When you click on the block or a link, you can see the new section in your right panel, where you can change text of the title or descirption.

New blocks can be created via clicking on the button "Create a block" on the right panel. Or by clicking right-button on your mouse, and selection "Create a block".

In order to connect two blocks, you should draw the line between them with your mouse or finger if you use touchscreen.

We created a quick video to show you on how to use basic features of the editor:

How to use decision trees

Well after you built your trees, you probably have a reasonable question: How can I use it?

You can start it from "Trees" section in the left sidebar. Where you can see big "Play" button with big triangle. You can start a tree by clicking on it.

Interesting part here is that some of the trees is showing up in your sidebar. Its "Quick start" functionality: top 4 most used decision trees in your team will be shown in this section of the left sidebar for all your teammates. So one can start the tree from here too.

Apart from that - it's pretty easy and simple and self-explanatory. One can add comments on the right side. During usage you can be asked to fill custom fields which were assigned in the editor, you can read more about it in this article in the section dedicated to custom fields and variables.

After completing the tree, you will be asked to close the session and redirected to session results page.

How to work with custom fields

Now its an interesting part.

Probably you wonder: But what if I need to fill some data for instance to use it in the decision tree, for instance order number, customer name, price etc. ?

For this purpose we have a special functionality called "Custom fields". Which can be accessed while in editor by clicking on "Custom fields" button.

This section is set for graphs exclusively.

At first you need to create a Custom field by clicking Add button.

Here you will be presented with a form with additional tooltips on the left-side. So we hope its clear, but you can also check video below to understand better.

After you created In-session custom fields, you will now see a new input field while selecting blocks, where you can select a custom fields to attach to selected block. So your fields will be show during decision tree execution.

In-session custom fields can be used as a placeholders inside scripts, with variables like {$code}.

All filled custom fields for the single session of the decision tree are visible on the session recap page.

Below is a video that demonstrates the custom fields functionality.

Session recap page

After you completed the session, you will be redirected to the session recap page, where you can examine each step you took, timings and check or add comments. Also if you have Custom Fields, they will be listed above comments section.

Editing your profile data

You can edit your profile. For now its just password and name but in the future there will be more possible changes you can make. In order to make such changes you can select "Setting" link in the left sidebar menu in your dashboard. The form is pretty self-explanatory, but we created small video on how you can change your data. Hopefully we will deliver some cool updates on user settings soon.

Support

Near the "Settings" link in left menu of your dashboard, you can find "Support service" link which leads to the ticketing system we have. You can send your questions through this page by creating new tickets. We also encourage you to share any feedback good or bad through support system. We are always happy to see feedback so you're gladly welcome share your problems and thoughts!

Tickets can have fourth statuses: Open, In progress, Replied and Closed. Open is a starting status, every new ticket is awarded with this status. When your ticket is being worked on, its status changes to In progress. And after we're ready to share our results with you, your ticket is switched to Replied status. If your problem is solved, then you can manually close the ticket, or it will be automatically closed after 30 days of inactivity.

There is also a video that can help you to understand how to create a ticket in our support system: