Transcript

In this video we’ll update information. Major topics include: Automatic vs. Manual Updating in bulk, and requesting information.

Attributes refer to the data on an account or user profile. Sometimes values are automatically adjusted via integration: Data coming in from other systems like a CRM or help desk. Attributes may also automatically update if the triggering event is defined within a Successplay. As an example, a customer might respond negatively to a CSAT survey. That action could trigger the system to update the “Health Rank” attribute to Poor. When that happens another play updates the Risk Status and Risk Reason attributes. At the same time, the system resets another attribute called “Days in Good Health,” which had been automatically incrementing for every day the “Health Rank” was previously Good.

In summary, automatic updates of information happen all the time in Totango. It’s important that you’re aware of those changes, which is why notifications for those event types appear in the account timeline and your portfolio. Other times, attributes require manual adjustment. You might need to change the license count or progress a lifecycle status. Keep in mind that SuccessPlays are just as likely to be configured on an attribute you update manually–so by updating an attribute, you could trigger everyone on your team to get a notification, for example.

With that context in mind, manually updating attributes is quite simple, assuming you have appropriate permissions. Hover over any item to see a pencil icon or a drop-down. If you can’t find an attribute on an account profile, search for it from the All tab. If it’s not there, you may be able to add it to the profile if your global admin has allowed you to see these available attributes. If the data you’re wanting to track is not in this list either, you may need to contact your admin to request it. You don’t have to be on the account profile to update attributes.

For example, you could update attributes as they appear within a segment view. Let’s say I want to quickly scan each of my accounts and update the CSM Sentiment. I just click into the cell and confirm when done with each change. The segment view is also handy if you need to update attributes in bulk, like if I wanted to add the same CSM Sentiment Note for each of these accounts.

Note that you can also apply tags in bulk here. However, the ability to make bulk changes is managed by a permission and is frequently set to only admin users.

Another way to update information is through request forms. Once your global admin sets up the forms, you can create special tasks called “Request Information” for yourself or other members of your team. These tasks could be one-off, or you could add them to a SuccessPlay.