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Get Started with LockStep & Ongoing Support, Training

Updated

LockStep is your built‑in partner for onboarding, training, and ongoing support in Avid. You’ll work with a LockStep Specialist to get set up quickly, transition to a LockStep Expert for day‑to‑day help, and learn through LockStep Learn’s catalog of courses.

Quick start

  1. Open the LockStep page in Avid.
  2. Meet your LockStep Specialist to connect tools, map data, create audiences, and launch your first Play.
  3. Transition to your LockStep Expert for ongoing questions and resources, tracked right inside LockStep.
  4. Use LockStep Learn for self‑paced courses on Insights, Pathways, Playbooks, connectors, and more.

Before you begin

  • Access: LockStep is available to every Avid user once IA3 is enabled for your org.
  • Where it lives: The LockStep page in Avid. Resources shared by your Expert are saved there for quick access.
  • Destinations/Integrations: If you plan to launch campaigns with Playbooks, have your email/ad/page systems and accounts handy so your Specialist can connect them during onboarding.

Full walkthrough

1) Open LockStep

From the left navigation, go to LockStep. This is your hub for onboarding, training, and support.

2) Kick off with your LockStep Specialist (Onboarding)

Your Specialist will help you:

  • Connect tools (email, ads, web, pages) so Avid can deploy and measure.
  • Map data so audiences and insights are accurate.
  • Create core audiences you’ll use across campaigns.
  • Launch your first Play so you see value end‑to‑end.

LockStep Action Items (during onboarding)

As you move through onboarding, tasks assigned by your LockStep Expert appear in your Action Items list on the LockStep page. Check items off as you complete them—this keeps your Expert in‑sync on progress and ensures nothing is missed.

3) Get ongoing help from your LockStep Expert/Pro (Support)

After onboarding, your Expert/Pro becomes your day‑to‑day contact. Use the LockStep page to:

  • Ask questions (e.g., where to find a report, how to customize a Play, how to build a custom audience

  • Submit a ticket to a LockStep Pro at any time—whether it’s a general question, an issue you found, or a feature idea. Tickets submitted from LockStep (or via the button anywhere in Avid) include helpful context for faster resolution. You can track open tickets from the LockStep page.
  • Use Resources curated for you: items are added automatically based on your activity in Avid and directly by your Expert. The most relevant resource is always pinned to the top, and your list grows as you continue using Avid.
  • See your open threads so nothing gets lost.

4) Learn in LockStep Learn (Training)

Browse course catalogs from the LockStep page to:

  • Connect new fundraising tools to Avid.
  • Get deeper intelligence with Avid Insights.
  • Build audiences with Avid Pathways.
  • Level up with practical, step‑by‑step walkthroughs.

5) Where to go next

  • Run your next Play in Playbooks.
  • Add a new Pathway to keep your systems in sync. 
  • Join upcoming trainings/bootcamps surfaced on the LockStep page.

 

Other resources on the LockStep page

  • Help Center: Guides and tutorials to get the most out of Avid.
  • FAQs: Quick answers to common questions.
  • System Status: Monitor for any ongoing issues that may affect you.

The LockStep page is your central hub for getting help, learning more, and keeping track of all things Avid.

Troubleshooting

I don’t see LockStep in Avid.
• Confirm your organization is on the IA3 release. If LockStep still isn’t visible, contact Avid Support.

I never got assigned a Specialist.
• You’re assigned at first access. If you don’t see an assignment on the LockStep page, contact Support to trigger onboarding.

Courses aren’t showing.
• Refresh the LockStep page and check your permission level. If still missing, contact Support to verify access to LockStep Learn.

Where are the resources my Expert shared?
• They’re saved on your LockStep screen under Support Resources. If an item is missing, ask your Expert to resend.

Notes

  • LockStep is not an AI chatbot and not just a support line; it’s a hands‑on partner embedded in Avid.
  • Resources and support threads persist on the LockStep page for later reference.
  • LockStep Learn is included for all Avid users—no add‑on needed.

FAQ

What is LockStep?
A built‑in program that combines onboarding (Specialist), ongoing support (Expert/Pro), and training (LockStep Learn) to help you succeed with Avid.

How does LockStep relate to Playbooks?
Your Specialist helps you launch your first Play and your Expert can assist with strategy, audiences, and touchpoints as you iterate.

Is LockStep available to everyone?
Yes—every Avid user gets access.

Where do I find trainings?
On your LockStep page under LockStep Learn.

Can LockStep help with reports and audiences?
Yes—submit a ticket and a LockStep Pro will help you get setup.

Related

  • Playbooks: Launch a play with Playbooks
  • IA3 Overview: What’s new in IA3 and where LockStep fits

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