Inorder to cover various Customer Success use-cases, we are constantly improving our rule-engine. All the formulae & criteria that you use to create Segments, Alerts, Health configuration etc.
This article will help you understand where we have made the recent changes.
Who’s this for?
This article is for admins who configures CustomerSuccessBox for their CSM team.
List of rule-engine improvements is as follows:
1. Added "Email Received" parameter in LAST TOUCHPOINT(Relationship) criteria for Health, Account & User Segment, Alerts.
Along with ability to select multiple Parameters for setting up the same rule in both TOUCHPOINT and LAST TOUCHPOINT criteria. Let customer select nested & un-nested parameters.
2. Added a parameter of increased by/ decreased by in Licence utilisation.
3. Added "Titles" as a keyword in the User segment configuration.
The Product enhancement are as follows:
Added "Plan Quantity" metrics in the "Accounts" category of Segment Configuration so that you can create Segment on the basis of that.
Now you can edit the number of licence purchased by the Account in the Information tab of Account 360 page.
It is mostly useful when you are looking at the Licence utilisation data and you would want to let CSM edit the number of licences purchased by the Account.
While looking at the Timeline you might have often searched for the Notes. Mostly you want to look at the notes of last meetings, before going on or planning the next meetings.
Now we have added new section for Notes, where you could see all your previous notes seamlessly.
Added "contains" as the operator in the "Plan Name" metrics in the "Accounts" category of Segment Configuration so that you can create Segment on the basis of that.
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,