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, Risk Status. Simply click on the item to open the properties. These are the typical statuses or levels of an at-risk cycle that Totango recommends. You can think of each one as a “sub-status” within your customer risk cycle.

Edit these labels to match the statuses that your own team uses. For example, if your team uses the term, “Saving” instead of “Recovering,” hover over the name to edit, and click the check to save.

Add new levels as needed, reorder them, or disable any status your team doesn’t use. If you’re planning on expanding your risk cycle process later, we recommend adding those levels now and simply leaving them disabled until you’re ready.

Because this is a lifecycle attribute, Totango tracks the time between each status as this value changes. Whenever you set a customer’s status to At Risk, for example, Totango starts counting the days in the background. This allows you to use these statuses to create KPIs around your risk cycle, such as the At-Risk Customer Trend, as well as Average Days to Resolve Risk Trends. Therefore, an end-stage is required for all lifecycle attributes, so that Totango knows when to stop tracking the time. The end-stage check box for this end stage cannot be disabled.

Let’s say your company actually wants to identify two possible outcomes for risk: Closed - Recovered and Closed - Lost. We’ll start by changing the name to this existing end stage, then add the new one, adjust its order, and check the end stage checkbox. This will now allow a user to identify the outcome, good or bad, for this lifecycle attribute.

When finished, click Save–but be cautious here if you’re testing in a live environment. Changes are visible throughout Totango immediately.  Repeat this process for the Risk Reason attribute, which is a multi-select attribute that allows you to specify why the account is at risk. 

Remember you can find all attributes relevant to this BLOC by expanding the options menu.