Articles in this section


  • Foundant Support Hub Navigation

    Watch this short video on how to use the Foundant Support Hub resources.

     

  • Knowledge Base to Support Hub Transition FAQ

    Overview

    Previously, Foundant's knowledge base has been accessible via the following links:

    In the past, we've encouraged you to bookmark the relevant homepage link(s) and any article links as desired so that you can efficiently access them as needed. With the migration to our new Support Hub, the above links (and any links to specific articles you've saved) are changing, so any bookmarks you've created will need to be changed as well.

    Below are the new links for accessing our Support Hub:

     

    Managing Bookmarks

    Here are several resources referring to different browser types and how to manage bookmarks within those browsers: 

    We recommend that you visit the relevant links for our new Support Hub, then create new bookmarks for those pages. You can also access specific articles in the Support Hub and bookmark those pages as well.

     

    Important Dates

    Below are some important dates relating to the transition between our knowledge bases:

    • September 15th - Date the new Support Hub goes fully live!
    • December 31st - Date when the old links will no longer function.

     

    FAQ

    Am I still going to be able to chat with support from the Support Hub? 

    • Yes! You can start a chat with our support team from the Support Hub or from the Foundant Help Menu while working in your site. 

    Will I still be able to find old articles I had specifically bookmarked?

    • If you had an article specifically bookmarked from the old knowledge base, you will need to find it in the Support Hub and bookmark it there. 
      • For example, if I had this version of Site Data Settings article bookmarked in the old knowledge base, I would need to go to this version of the Site Data Settings article and bookmark it instead. 

    Will you still be updating the old knowledge base until it becomes unavailable?

    • We will focus our efforts on updating and adding articles into our new Support Hub instead of our old knowledge base. 

     

     

  • Scholarship Lifecycle Manager Overview

    This video introduces you to your Scholarship Lifecycle Manager (SLM) site and the steps you'll take during implementation.

  • Grant Lifecycle Manager Overview

    This video introduces you to your Grant Lifecycle Manager (GLM) site and the steps you'll take during implementation.

  • GLM/SLM Learning Experience

    This video introduces you to the learning tools available in your GLM or SLM site. This includes Foundant Courses, the Help Menu, and more.  

  • Foundant Help Menu is Missing

    Overview

    The Foundant Help Menu should display (in your Sandbox and Live sites) as a question mark icon in the lower-right corner of the screen (see below). If you don't see the Foundant Help Menu, there are a few things you can try and/or verify that might resolve the issue.helpmenu_1.png

    Please note that Foundant Courses (computer icon above the question mark) will only display in your Sandbox site. It will not display in your Live site.

    Supported Browsers

    Verify that you're using a supported browser (see below). Foundant Help content is only supported by the following browsers:

     

    Update Your Browser

    Ensure that your web browser is up to date. An out-of-date web browser is often the source of many common technical problems in cloud-based software.

     

    Allow Cookies

    Foundant Help uses cookies to improve your experience, and cookies must be allowed in your web browser for Foundant Help to function. Additionally, Safari users will need to ensure that Cross Site Tracking is disabled (Mac only). Follow the instructions below to enable cookies for a given browser:

    Google Chrome

    1. On your computer, open Google Chrome.
    2. Click the three dots in the upper-right corner of the screen.helpmenu_2.png

    3. Select Settings.helpmenu_3.png

    4. Under Privacy and security, click Cookies and other site data.helpmenu_4.png

    5. Select Allow all cookies.helpmenu_5.png

    Clear Browsing Data

    Web browsers store information about your browsing activity to improve your experience (i.e. faster page loads, auto-fill username/passwords, etc.). However, if the cache becomes overloaded, it can sometimes cause problems such as: slow page loads, icons missing, buttons not working, formatting issues, etc. If you've exhausted the troubleshooting steps from above, you can try clearing your browsing data. 

    Select the appropriate link below to learn how to clear your browsing data:

  • Zoom Meetings - FAQ and Troubleshooting

    The Foundant team uses Zoom for video/audio conferencing. Zoom meetings allow participants to share their screen, which is allows your CSM to demonstrate how to navigate the software, or for you to point out something specific to your CSM. Participants in a Zoom meeting also have the option of turning on their webcam, which brings a face-to-face element to remote meetings. 

     

    Start Here

    If you're not familiar with Zoom meetings, take a look at their Joining a Zoom Video Call resource. The short video they include at the beginning is a great place to start - it steps you through joining a meeting from an email invitation. 

     

    Troubleshooting

    I don't hear anything, or my CSM can't hear me. 

    • If you see the Join Audio icon (pictured below) you still need to join the audio. Click the icon, then follow the prompts to join by computer or phone.
      • Click Join Audio.
        Zoom1.png
      • Follow the prompts to join the audio with your computer or phone.Zoom2.png
    •  
    • If you joined the audio by computer: 
      • Turn up your computer volume so you can hear your CSM.  
      • Double check that you're not on mute in the Zoom meeting (if you're on mute, your CSM will not be able to hear you).
        • If the microphone icon below has a red line through it, click the icon to unmute yourself.Zoom3.png
      • If you're unmuted but your CSM still can't hear you, it's possible that your computer doesn't have a microphone. Try joining the audio by phone instead (instructions below).
    • To switch from computer audio to phone: 
      • Click the caret icon next to the microphone icon. 
        Zoom4.png
      • Select Switch to Phone Audio:
        Zoom5.png
      • A pop-up box will appear. Use the information in that box to join the audio on your phone (numbers below are for example only): Zoom6.png

    There's an echo/feedback. 

    • If you've joined by both phone and computer, hang up the phone. 
    • Sometimes this is a computer microphone issue.
      • Try leaving computer audio, and dial in by phone instead (instructions are in the previous section). 

    How do I share my screen? 

    • Follow these steps to share your screen: 
      • Click the Share button. 
      • Choose to either share your whole screen, or just your internet browser window. If you have multiple monitors, you'll see each screen listed.
      • Click Share.

    I'm sharing my screen, and the Zoom control panel is in my way.

    • Follow these steps to move the control panel:
      • Hover your cursor over the green section of the control panel.
      • Your cursor will change to a target icon - now you can click (on the green section of the panel) and drag the control panel to another place on your screen.

    I don't see the Zoom control panel anymore.

    • Follow these steps to expand the control panel: 
      • Locate the small panel, pictured below. Click the expand icon.
        Zoom12.png
        • The small panel will usually show up in front of anything else you have open on your screen, but try minimizing other items if you don't see it. 
  • System Timeout

    A major reason a user may get logged out of a site is because the system has timed out. After 90 minutes of inactivity, the system will time out and you are automatically logged out.

    The default system timeout is a hard-coded feature and cannot be changed in your site. 

    Another reason that users are logged out unexpectedly is due to being logged in to two separate accounts in the same browser. Try restarting your browser to make sure that there are no windows running in the background. You can only be logged into the system under one account per web browser.

    Admins that are managing SLM and GLM sites will also experience an automatic log out when they switch between the two systems while using the same browser. 

  • Data Migration Information and Checklist

    What is a Data Migration?

    A migration is the transfer of data from your previous grant or scholarship system into Foundant, so all of your historic data lives in one system. The data migration does not include migration of documents, follow ups or other attachments. Migrations are a pro service and the cost is dependent on the number of records you need to have migrated. If you have not purchased a migration, but are interested in doing so, please contact your Client Success Manager.

     

    Migration Checklist for Test Imports

    Please Click Here to view the Migration Checklist for Test Imports. 

  • What is Expert On Demand

    While you appreciate the benefits Foundant brings to your grantmaking process, you don’t have the staffing resources or the time to set everything up and act as the system administrator. It’s okay, we understand. That's why we have developed Foundant Expert on Demand, with you in mind. When you choose Expert on Demand, our Client Success Team will take over all the building and configuring of your system, which will allow you to focus on managing your grant process. Once we completely understand your needs and goals, and have your approval, we’ll use our experience to set up areas that make a real difference in how the system works, and looks, for your organization.

    Expert On Demand Includes:

    • Custom Print Packets
    • Building Common Mail Merge Templates
    • Building Common Reports
    • Annual Tune Ups
    • Foundant System Administrator
    • Configuration of Processes
    • Archiving & Maintenance of your site
    • Configuration of Email Templates & Automated Notifications

     

  • What is Expert Assist

    You have mastered the basics of setting up and launching your giving programs. However, you haven’t had time to learn Reporting, Mail Merge, or other areas of Foundant that would save you a lot of time, and make using the site easier and more professional. Foundant Expert Assist is here to help. With Expert Assist, you will work with your existing Client Services Manager (CSM), tap their experience and knowledge, and get the final 20% of your system implemented, which will make 100% of the difference.

    Expert Assist Includes:

    • Custom Print Packets
    • Building Common Mail Merge Templates
    • Building Common Reports
    • Annual Tune Ups

    Expert Assist does not Include:

    • Building forms
    • Building email templates (we already include examples in your Sandbox site for free!)
  • What is a Jumpstart

    A Foundant Jumpstart is a great way to dive right into your new Grant Lifecycle Manager (GLM) solution.  

    Foundant will build the first draft of your forms for one process: LOI, LOI Evaluation, Application, Application Evaluation, and Follow Ups.

    Forms are due to Foundant 30 days after your kickoff call. Foundant will complete your Jumpstart within 14 days after receiving all forms. After Jumpstart is complete, the client takes over and makes all changes and additions to the forms.

    A Jumpstart does not include:

    • building email templates (we already include FREE examples in your Sandbox site)
    • building merge templates 
    • building reports