Transcript
In this video, we’ll use the Customer Portal to share Success Plan Objectives with customers. Major topics include shareable items, inviting customers, and completing tasks.
Customer Portal is a private site that gives customers visibility into parts of shared Success Plans. As a reminder, to use Customer Portal, it must be enabled in your Totango instance within Settings > Customer Engagement.
In an earlier video, we showed you how to build a Success Plan. As a reminder, the Plan Summary is not shareable. As for Objectives, if a task is assigned to a customer, the task will be shareable but not the overall objective. If a SuccessPlay is assigned to a customer, that play and the overall objective will be shareable. You can quickly spot shareable plays because they are denoted in green.
As the CSM, I can preview what the customer view will look like after I share, using the Customer View link. In this example, I am working with Sally Sitwell, one of my key contacts on this account. I named Sally as co-owner on two SuccessPlays. Because I haven’t yet shared this plan, Sally doesn’t get any alerts or visibility…yet.
When I’m ready to share, I simply click Share. At the same time, I can alert Sally that this plan is ready for her to view by sending an email. By default, all contacts on the account are invited, so you can remove names and customize the message as needed. Stan is Sally’s boss; I’ll show you another way to share the plan with him later.
Once I click Share & Invite, Sally gets an email to access the portal. With one click, she can immediately see the shareable items from the plan. Note that viewing the portal is only available via email; bookmarking the URL won’t allow future access directly. For example, when Sally’s session times out, she’ll need to re-join from her original email, or she can enter her email address to get the link sent to her again.
Once Sally is in the portal, she can filter tasks and click to view details. For any tasks assigned to Sally specifically, she also has the option to complete the task. In this example, her first task is to do some prep work for her company’s G2 site. When she finishes that work, she can mark the task as completed.
Back in Totango on the account profile, I–the CSM–can immediately see when that task gets marked complete! Additionally, any tasks that I complete from here, Sally will also be able to view in the Customer Portal.
Another way that I can share Customer Portal with a contact is by emailing a touchpoint. Let’s say I just had a call with Stan, Sally’s boss. I can write my message, and then when I choose External, I now have the option to add a link to the Success Plan. (Again, this option is only available because the plan is marked as shared on the Plan tab.) Now when Stan receives the email from my touchpoint, he has a link to access the same portal. Stan isn’t assigned to any tasks, so he can’t complete them. But he can view details and see Sally’s progress.
As Sally continues to make progress, the status of the plays and the objectives continue to update in both places.
