Solution Tool Frequently Asked Questions (FAQs)

Solution Tool Frequently Asked Questions (FAQs)
 Solution Tool Frequently Asked Questions (FAQs)
GENERAL FAQS
What is the Rodan + Fields® Solution Tool?
The Rodan + Fields Solution Tool offers custom skincare recommendations and routines based
on a set of questions users answer about their skin. It was developed to provide a virtual
experience that is close to what someone would experience at Dr. Rodan or Dr. Fields’ offices.
The Solution Tool is available through your Rodan + Fields Personal Website (PWS) and on
mobile devices as an iPad or Android app.
How do I access the Solution Tool?
The Solution Tool is accessed from your U.S. PWS under Our Products >> Get Advice >> What’s
Right for You. Alternatively, you can access it by clicking on the Customize Your Routine module
on the homepage of your PWS. If you are a Canadian Consultant, you will see the Solution Tool
linked under “Shop” in the header or by clicking on any of the Solution Tool modules throughout
your PWS. You can download the iPad app in iTunes and the Android app on both Google Play
and Android Marketplace.
Is the Solution Tool available to Canadian users?
Yes! You can access the Canadian version of the Solution Tool by clicking on the Solution Tool
links from your PWS. You will find them under the “Shop” section in the header or by clicking on
the Solution Tool modules throughout your PWS. You can also use the flag on the Solution Tool
to select U.S. or Canada as your country.
The mobile versions will be available soon.
How do I send my link to the Solution Tool to my Customers and Prospects?
If you want your Customers and Prospects to try the Solution Tool, you should send them a link
to the Solution Tool on your PWS. The Web address for U.S. PWS will be << your
PWS>>/Pages/OurProducts/GetAdvice/SolutionsTool. Please do not send Customers a link to the
page where Question 1 of the Solution Tool is displayed. The system won’t know how to connect
this visit to your account. For Canadian users, you can send them the link to your PWS and tell
them to click any Solution Tool links.
Do I need to be a Pulse Pro subscriber to offer the Solution Tool to my Customers?
Yes. The Solution Tool is only accessible from your PWS and you need to be a Pulse Pro
subscriber to have PWS. For Canadian users, anyone can access the Solution Tool here:
http://skin-solutions.rodanandfields.com/ca/index.php
How do I update my photo and contact information shown on the Solution Tool?
The Solution Tool pulls your photo and contact information from your PWS. To update your photo
or your contact information, log in to your PWS then edit your contact information.
Why am I getting an e-mail sent to my Customer from the Solution Tool?
One of the benefits of the Solution Tool is that you receive a copy of the e-mail your Customers
or Prospects sent to themselves with their personalized routine. This will help you as you follow
up with them.
Can I turn off the auto e-mail?
No. Currently, you cannot opt out from receiving copies of the e-mails that are sent to your
Customers or Prospects.
Can I find out which of my Customers or Prospects have used the Solution Tool?
In addition to getting a copy of their e-mail, you can view a list of users who have e-mailed
themselves their personalized routine under the Solution Tool Contacts in the Contacts section of
Pulse. To view individual routines, click on the name of the person you want and their routine
.pdf will be displayed.
What information is available on the Solution Tool Contact list?
Your Solution Tool Contact list will show:
• Date & Time user completed the Solution Tool
• Name of the user
• E-mail address of the user
Why do I see more than one record for the same person on the Solution Tool Contact list?
Because a user can use the Solution Tool more than once, you may see multiple records for the
same individual. Each time users e-mail themselves their custom routine, a new record will be
created.
Can I delete a record from the Solution Tool Contact list?
Yes. You can remove a record from your Solution Tool Contact list by clicking on the Delete
button next to their e-mail address.
Can I access the Solution Tool from my tablet (such as an iPad)?
Yes. You can access the Solution Tool from your tablet’s Web browser. Either log in to your PWS
from the Web browser and navigate to the Solution Tool page or enter the Solution Tool link (see
above for what Web address to use) directly into the address bar.
Also, you may download the Solution Tool iPad or Android app available only to Consultants.
Please see the Solution Tool Mobile App section of this document for more information.
Who do I contact for technical issues or for help with the Solution Tool?
Please e-mail your questions to: solutiontool@rodanandfields.com.
SOLUTION TOOL MOBILE APP FAQS
How do I download the iPad app?
The Solution Tool iPad app can be downloaded from the App Store by searching for “Rodan and
Fields” directly from your iPad or from the iTunes app store. You can also go to this URL from
your iPad: https://itunes.apple.com/us/app/r+f-solution-tool/id482534908?mt=8
How do I download the Android app?
The Solution Tool Android app is available for Android tablet devices either on Google Play or in
the Amazon Marketplace. You can find the app by searching for “Rodan and Fields” from your
Android tablet or going directly to these URLs:
Google Play:
https://play.google.com/store/apps/details?id=com.rodanandfields.solutiontool&hl=en
Amazon Marketplace: http://www.amazon.com/Rodan-Fields%C2%AE-Dermatologists-FieldsSolution/dp/B00CLFYWC4
How much does the app cost?
The Solution Tool iPad and Android app is FREE to all users.
Who can access the app?
Anyone can download the Solution Tool app and access tips from the Doctors, Derm RF and
“before and afters” content, but only R+F Consultants subscribed to Pulse Pro can access the
full Solution Tool. To get custom product recommendations from the Solution Tool, Pulse Pro
subscribers must enter in their Pulse login info. The mobile apps will be available to Canadian
Consultants later this year.
Why can anyone download the app?
Anyone can download the app and access tips from the Doctors, Derm RF and “before and
afters” content. However, only R+F Consultants subscribed to Pulse Pro can access the full
Solution Tool. To get custom product recommendations from the Solution Tool, Pulse Pro
subscribers must enter in their Pulse login info.
What does the app include?
In addition to the custom product recommendations from the Solution Tool, the iPad app also
includes the following:
• Doctors' Skincare Tips: tips from the Doctors' latest book, Write Your Skin a Prescription
for Change, organized by skin concern. This section also provides basic information on
Rodan + Fields Regimens, a link to the Find a Consultant page on
www.rodanandfields.com and a link to purchase the book on Amazon.
• Live Derm RF feed of our skincare blog Derm RF, also found at http://dermrf.com. Check
this section to read the latest blog posts.
• R+F “before and afters”: Real-life “before and after” photos submitted from our users.
Why does it ask me to log in to my account to activate the Solution Tool module on the app?
The full Solution Tool app is made exclusively for R+F Consultants subscribed to Pulse Pro. To
access the full app, you must log in using your PWS/Pulse login information to activate the app.
How do I log in to the Solution Tool?
You can log in using your PWS/Pulse username and password.
Does the Solution Tool mobile app save recommendations for my Customers?
Yes, your Customer/Prospect's skincare recommendations from the iPad or Android app are
stored. To access them, log in to Pulse, go to the Contacts tab and then click on the Solution
Tool Contacts link on the left-hand side.
Can I use the app with my Kindle Fire or any other tablet device?
Yes. Download the Android version of the Solution Tool app from the Amazon Marketplace for
your Kindle Fire using the address above. You can download the app for any other supported
Android tablet on Google Play. You can also access the Web version of the Solution Tool using
the Web browser of your tablet device. To access the Web version of the Solution Tool:
1) Go to the Web browser from your device.
2) Enter your PWS address.
3) Click on the “our products” tab from the main navigation bar.
4) Select “Get Advice” from the drop down menu and then select “What’s Right for You.”
Can I use the app from my iPhone?
You cannot use the iPad app from your iPhone but you can access the Web version of the
Solution Tool in just three clicks from any Smartphone once you create a bookmark. To learn how
to create this bookmark, please refer to the cheat sheet posted on Pulse Biz Dev Library.
I updated my photo/contact information on my PWS. Why doesn’t it show on my iPad app?
To show your most current photo or contact information, reactivate your mobile app by clicking
on the configuration icon below your name, top right corner, on the Question 1 screen.
How do I get updates to the iPad/Android app?
From time to time, we may need to update the app. When there's a new version of the app
available for download, you will be notified the next time you start the app. You will see a prompt
that indicates that there's a new version available and a link will take you directly to the app in
the App Store where you can update your version.
Who do I contact for technical issues or for help with the Solution Tool iPad or Android app?
Please e-mail your questions to: solutiontool@rodanandfields.com.
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