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Actionability in CSB | Logs


This section will help you understand how to create logs in CustomerSuccessBox. Logs will help you summarise your meeting with the customer. You can the points discussed during your conversation with the customer and also highlight the action points that you need to take. 

Who is this for?

This article is primarily for all people who need to create logs in CustomerSuccessBox to get a better understanding of various customer interactions.

What will I be able to achieve?

  • Why do we need to create logs?

  • Creating logs in CustomerSuccessBox. 

  • Using logs/meetings to track Professional Services(PS) hours

  • Using logs/meetings to track important meetings in the customer journey example: Kick-off meetings, training, QBRs, Review meetings, etc.

  • Reporting for hours spent/ meetings done

Why do we need to create logs/meeting logs?

Logs help you to maintain a record of the conversation that you had with your customer. It will help you track the important action points that were discussed during such conversations. 

For example, If you have conducted a QBR meeting with the customer. That meeting will be added in the log section. If you have your Gmail or Outlook calendar synced, then that meeting gets auto-captured. If you haven’t synced your calendar then you can manually add the log into the system.

Note: The calendar meeting gets added in the log with a default log type as meetings, and you can change the type as “QBR”. 

Learn more about how to create customised log types.

You may also record important action points that you need to take to give them an enriching experience.

Creating logs in CustomerSuccessBox

If your Email and Calendar are synced with CustomerSuccessBox, then all the meetings that you schedule with your customer will automatically get added as Logs in CustomerSuccessBox provided those users are already present in CSB with the same email address. Learn more about How to Sync Email and Calendar here.

Also, if your phone is already registered with CustomerSuccessBox, then all such conversations will automatically get logged into CustomerSuccessBox. Learn more about How to enable calls here.

You can also manually create logs by following the below steps.

  • Go to the individual Accounts 360 page where you need to create a log.

  • Go to the Actionability section on the page. 

  • Here, you need to provide the below details,

    • Event type: Here, you need to provide the type of activity that you had with the customer. For example, QBR meetings, Emails, etc. Learn more about How to configure event types here.

    • Start time: Here you will provide the actual starting time of the meeting.

    • Duration:  Here, you will provide the total duration of the meeting.

    • Event title

    • Attendees: Here you will provide the different participants in the meeting. If the attendee is already in CustomerSuccessBox, you can see it in the drop-down list. Choose the desired participant to add them.

If the attendee is not already in CustomerSuccessBox, it will ask you to add the user in CustomerSuccessBox to proceed. Once you add this new user you can use them for any further communication too.

  • Meeting description: Here, you can provide a brief about the discussions done during the meeting. 

You can also add an attachment to the meeting description by clicking on the Attachment icon. The formats of attachments that are allowed are PPT, PDF, XLS, CSV, WORD, PnG, JPEG.

Note: The size of the attachment cannot exceed 5Mb and you cannot attach more than 5 attachments to a single log.

While describing the meetings, you can also mention the name of your team member using @<team member name>

Once you mention a name, the mentioned team member will receive a notification in their inbox(within 5 minutes in real-time). 

You can simply click on View account or View Logs to view more details or edit the logs(if needed).

  • Email notifications will be received if it is enabled in CustomerSuccessBox.
  • Also, you can send an email notification to any team member even if they are not associated with the account. But they will not be able to view the account or logs as they don’t have the necessary permissions.

Also, they will be able to see a bell notification in their CustomerSuccessBox.

  • Click on the Save button to finish creating the logs.

Using logs/meetings to track Professional Services(PS) hours

It is necessary that you track the professional service that you provide to each customer. For that you can simply follow the below steps:

  • Go to the individual Accounts 360 page.

  • Go to the Actionability section.

  • Click on the Logs tab.

  • In this case, you need to change the event type to Professional Service Hours. Learn more about how to create Event/Log type here.

  • You will then provide

    • Start time and duration of the meeting

    • Customer who attended the meeting

    • Brief description of the meeting

  • You can also attach any document that you have used during the meeting for future reference.

  • Click on the Save button to finish.

Once logged in CustomerSuccessBox all the Log events will be visible under the Activity tab in Accounts Timeline.

You can then generate log reports for the event type Professional Service Hours and charge your customers accordingly for your services.

Note: Please make sure that the email address of the User is present under the User details in order to view the saved logs. The logs will only get synced with the account timeline if the Email address of the Attendee/User is present under the account. 

Using logs/meetings to track important meetings in the customer journey

You can also use logs to track the different meetings that you conduct during the customer journey. For such cases, you can use event types like Kick-off meetings, QBR Reviews, Peer meetings, Online Reviews, etc.

Reporting for hours spent/ meetings

Once an event type is logged in CustomerSuccessBox, all such events will be visible in Account TimeLine under the Activity tab. 

You can then generate log reports for different event types and get a consolidated report of how time is spent by your team members and for which activity.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.

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  1. Anu Dudhat

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