Transcript

In this video we’ll help you configure important attributes for this SuccessBLOC.

From the navigation, open Settings. Expand Data Management, and then open Data Modeler. Here, I can see every account and user attribute that is in my Totango database. Data Modeler allows you to define how your customer data must be represented and stored–either as your data comes into Totango from other sources OR as your team adds and updates data directly within Totango.

Let’s use the search bar to find the account-level attribute, Onboarding Stage. Simply click on the item to open the properties. These are the typical Onboarding stages Totango recommends. You can think of these as “sub-stages” within the “Onboarding” stage of your larger customer journey. Edit these labels to match the stages that your own team uses.

For example, if your team uses the term, “Strategy” instead of “Business Discovery,” hover over the name to edit, and click the check to save. Add new stages as needed, reorder them, or disable stages that your team doesn't use. If you’re planning on expanding your onboarding process later, we recommend adding those stages now and simply leaving them disabled until you’re ready.

Because this is a lifecycle attribute, Totango tracks the time between each stage as these values change. Whenever you set a customer’s onboarding stage to Kick Off, for example, Totango starts counting the days in the background. This allows you to use these statuses to create KPIs around your onboarding process, such as the total number of days a customer was in the entire process, as well as the days within each one. Therefore, an end stage is required for all lifecycle attributes, so that Totango knows when to stop tracking the time. You cannot uncheck that box next to the “Live” stage. If you want to set a new stage as End, you could do so by disabling this stage and choosing a custom stage for the end of your process.

When finished, click Save–but be cautious here if you’re testing inside of a live environment. Changes are visible throughout Totango immediately. Repeat this process for additional key attributes in this BLOC, such as: Customer Journey Stage–to ensure an “Onboarding” stage is represented and Project Status–if you plan to track delays. Remember, you can find all attributes relevant to this BLOC by expanding the options menu.

Finally, within Data Modeler, you can add new attributes to collect data during your onboarding process. Click the + sign and choose Attribute, and then choose the appropriate data type. If we want to capture a Kick Off Call Date, it’s important to choose a Date type. Set the display name, optional description, and then choose the Dimension, which is important to help keep things organized and will also play into multidimensional health. As soon as you add the attribute, it is available to use. Because this is an account attribute, we can set this value from any account profile by going to the All tab. You can also set attribute values in bulk using segments or by importing the data through Customer Data Hub.

Once your attributes are prepared, you can move on to the next step.