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Creating Accounts and Users in CustomerSuccessBox

Overview

This document details out the options available to create Accounts and Users in CustomerSuccessBox. 

What is an Account? 

An account in CustomerSuccessBox is equivalent of a customer’s tenant/instance. Aggregation of Product Usage events and calculation of Health, Alerts, Milestones are happens at an Account level.

Who is a User?

A User belongs to an Account, and performs activity in your product. Login and Product Usage events as well as support tickets are logged against each User. 

Prerequisite

Finalize Unique Account and User IDs

One of the most important aspects that needs to be finalized before creating Accounts and Users in CSB is recognizing the identifier that will serve as the Unique Account ID and User ID.

Why does CustomerSuccessBox need unique IDs?

CustomerSuccessBox pulls aggregates data pulled from different third-party tools (CRM, Subscription, Support, Analytics) and data pushed via APIs/JS to track Health, Segments, Alerts and Milestones . The unique Account and User identifiers enables CustomerSuccessBox with the identification of the exact record to be updated with the right data. 

What are the most effective Unique IDs?

Listed below are our recommendations for the Account and User identifiers. 

Account ID

Field
Source
Recommendation
Action
Tenant /
Instance ID
Backend
Strongly Recommended
Map the unique identifier of tenant/instance to a custom field belonging to an Account/ Customer Object in third-party systems
Customer ID / Account ID
Subscription/
Billing
Recommended
Map the Customer ID/Account ID to all systems the data would be pulled/pushed from
Opportunity ID
CRM
Acceptable
Set the Account/Opportunity ID to all systems the data would be pulled/pushed from

User ID

Field Source Recommendation Action
Email ID Backend Strongly Recommended
No action required - as email ID would already be available in all systems
User ID
Backend
Strongly Recommended
Map the unique identifier of tenant/instance to a custom field belonging to the User/Contact Object in third-party systems
Contact ID / User ID CRM / Support / Analytics Acceptable Map the Contact ID/User ID to all systems the data would be pulled/pushed from

Creating Accounts and Users in CustomerSuccessBox

We explain below how to create Accounts and Users in CustomerSuccessBox and when to create them. You can always contact us if you would like us to share inputs on how best to architect this for your unique setup.

When should Accounts be created? 

We strongly suggest that a new account should be created using our Create Account API call whenever instance/tenant is provisioned at your backend. This ensures that Accounts instantly show up in CustomerSuccessBox as soon as they are created. Same approach can be used for maintaining Account attributes on an ongoing basis by using our APIs when an account is updated at your backend.

Alternate can be to tie this to your subscription management system, and utilise new subscription as the trigger for creating a new accounts. 

Source
Creation Trigger
Recommendation
How?
Created when?
Tenant/
Instance
Provisioning
Strongly Recommended Create Account API
Immediate
Subscription
New Subscription
Recommended
Subscription Integration
Daily Sync
CRM
Deal marked Closed-Won
Acceptable
CRM
Integration
Daily Sync
Analytics
First action logged
Acceptable Analytics Integration
Daily Sync

When should users be created? 

We strongly suggest that a new account should be created using our Create User API call whenever user is created in your backend. This ensures that Users instantly show up in CustomerSuccessBox as soon as they are created. Same approach can be used for maintaining User attributes on an ongoing basis by using our APIs when a user is updated at your backend.

Source
Creation Trigger
Recommendation
How?
Created when?
Tenant/
Instance
Provisioning
Strongly Recommended
Create User API
Immediate
CRM
User/Contact Added under a Closed-Won deal
Acceptable
CRM Integration
Daily Sync
Support
Support ticket created Acceptable Support Integration
Daily Sync
Analytics
First action logged
Acceptable
Analytics Integration
Daily Sync

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 may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use Chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com


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  1. Pervez

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