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. 

Under Account Attributes, you should already have your stages defined within the following lifecycle attributes: 

• Customer Journey Stage which helps you identify where your customers are at
• and Onboarding Stage which allows you to set the stages within your onboarding process so that you can survey customers when they reach the end

If you’re already using these attributes in other Totango processes, you’ll likely not need to make any changes here; edit with caution.

For User Attributes, we’ll want to ensure you have data populated for the following:

• Key Contact - Identify users within your account base who are important stakeholders to the relationship…
• and Account Role - Ensure you target the right stakeholders for feedback.

You can set the Account Role attribute from a user profile to ensure the right roles are represented, such as Onboarding Contact.

There are also several user attribute types that we can leverage to capture survey results, depending on the survey type we send: CSAT and NPS. CSAT surveys are designed to capture transactional sentiment–typically timed with a particular event in the customer journey, such as upon completing onboarding or a training course. CSAT ratings are on a 5-point scale. NPS surveys are designed to capture relational sentiment–typically scheduled on a regular cadence based on the customer contract, such as every 6 or 12 months. NPS ratings are on an 11-point scale and specifically ask how likely the customer is to recommend your products or services to someone else.

When you install the VOC Programs BLOC, you should see several CSAT and NPS attributes already in Data Modeler. In addition to these attributes that capture the respondent’s score, you can also configure dependent attributes for other survey-related data.

For CSAT, attributes include:

• High score reasons and low score reasons–both of these are multi-select lists  that you can customize
• Comment
• Response date

For NPS, attributes include:

• Comment 
• Response date

Within Data Modeler, click to configure any of the attributes we identified, such as High Onboarding CSAT Score Reasons. From this window we can disable, reorder, and add new reasons for the user to choose from. We can also configure these attributes using Campaign Designer which allows us to visualize our campaign while we work on it. We’ll dive into Campaign Designer in another video.