Overview

This section will help you to understand what an alert is and its importance in CustomerSuccessBox. You will also understand how to manage different alerts and how to plan out action once you receive notifications.

Note: Enrol for a Free Training of  CustomerSuccessBox 101 Training for CSMs

Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. First, the administrator needs to create an account for CSMs and assign the role of 'Customer Success Manager' to them for their respective Accounts.

What will I be able to achieve?

• Get a better understanding of Alerts in CSB.

• Managing alerts using the “My Alerts” dashboard & planning out action items accordingly.

• Managing alerts on Accounts 360 page.

What is an alert?

As a CSM, you constantly need to monitor the accounts so as to proactively plan for any risks, upsell alerts. All these proactive notifications are called “Alerts” in CSB.

Use-case: You will need to check if there is an upsell opportunity or is there any risk involved with the account. It is difficult to track each account and take necessary actions manually. This is where CustomerSuccessBox generates an Alert (based on the criteria set up by your admins) when any such risk or potential upsell has been involved.

An alert is a proactive notification sent to managers when it meets specific criteria set by the administrators. Learn more about it here.  Usually, the admins will configure it in CSB. Here are few examples of what kind of alerts are usually set up.

The administrators can create alerts with these criteria, and you will receive notifications on the CustomerSuccessBox or receive an email notification for the same. Learn more about here.

How to manage alerts?

Step 1: Viewing the alerts using the “My Alerts” dashboard

This view in CustomerSuccessBox will help you to view all the different alerts assigned to you. 

Also, these alerts get created as part of either Onboarding, Renewal, Upselling, or Risk journeys.

• Click on the My Tasks drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the My Alerts option.

• It will display all the alerts triggered for you to take action.

• Each alert will have the following information:

• Type: It shows the 'type'  assigned to a particular alert. Majorly, there are 4 types of alerts in CSB.

  • Onboarding These alerts are created when set expectations during the onboarding journey are not met, and you need to pay attention to such accounts.

  • Renewal These alerts are created when renewal is due within a certain number of set days of 30/90/120 days.

  • Upsell These types of alerts are created when the administrator knows that if a specific criterion gets met, it may lead to an upselling opportunity for you.

  • Risk These alerts are created to show a potential risk of losing the customer. 

• Name: Name of the alert

• Accounts: Account name for which the alert got triggered

• Status of Task: It will show the status of the task that gets created when the alert is triggered. It can either be in either of the below statuses,

  • To do

  • In Progress

  • Completed

It might display nothing if no task gets created when the alert got triggered. 

• Enrolled in Playbook: It will display the name of the playbook in which the account gets automatically enrolled when the alert gets triggered. 

It might display nothing if it is not automatically getting enrolled in any playbook while creating the alert.

• Created on: It will display the date when the alert gets created for the particular account.

• Suppress till:  It will display the date till which the alert has been suppressed or snoozed. This is because the customer often needs time to respond to the action you have taken for an alert. So by suppressing the alert, you will not be bothered until that date with notifications. You will get notified again when the date is surpassed.

Note: Your managers & team members who are the co-owner of the account will also be able to view all the alerts and the status of the task created for those alerts using the My Alerts dashboard.

Step 2: How to suppress or create a task for an alert

Sometimes the administrator does not create a task for the alerts that they have created for you. So you have an option to create a task for yourself. You also have an option to suppress or snooze the task for some time. Say, for example, you have sent an email to your customer as part of an activity that needs to be done when you were notified with the alert. But the customer may take about a week to respond back, so you may suppress the alert for few days.

When an alert has no task created by the administrator, only then you will see the below options,

• You can click on to create any task for yourself for that particular alert. The same task will then become visible on the My Task dashboard too.

• To suppress the alert, you need to click on and select the number of days for which you want to suppress it. If the customer adopts the feature, you will no longer receive notification for that alert. But if the customer has not adopted the feature, you will get notified and then you can reach out to them. If needed, you can take the necessary action.

• You can also dismiss an alert by clicking on if you find that the criteria set while creating the alert are inappropriate. Once you dismiss the alert, you will not be able to see them on your My Alerts dashboard.

Step 3: Viewing the alerts using Accounts 360 page

Here, you can view all the different alerts related to a particular account. You will see only those alerts that have been assigned to you.

• Click on the Customers drop-down. Click the Accounts option.

• You will now see the different accounts under you.

• Click on the account for which you want to view the tasks.

• Select the Open Alerts tab to view the open alerts and yet to be completed by you.

• It will display the below details about each alert,

• Alert type :It is indicated using a symbol for the different alert types.

• Alert Name

• Alert Message : A brief message of what this alert is about.

• Created On: It will tell you when the alert is created. This date gets updated if the administrators edit that alert.

Step 4: How to effectively manage alerts

It is necessary that you effectively manage the alerts in CustomerSuccessBox for better results. It is advisable to start your day with 'Risk type' alerts to help you prevent losing few potential customers. Then you can pick up all Upselling alerts followed by Renewal and then Onboarding alerts. Though you can select as per your plans too.

• There are different filter options available so that you can view only a specific alert. They can help you in planning your day at work. The various filters available in CustomerSuccessBox are,

• All Alerts : Here, you can filter alerts based on their names.

• All Alerts type :Here, you can filter based on the type of alert, namely Onboarding, Upsell, Renewal, and Risk.

• Search by account name :Here, you can filter alerts based on a particular account name.

• Success Role: Here, you can filter the alerts based on the role of the manager, whether they are . You may have different Success roles.

  • Success Manager 

  • Account Manager

  • Onboarding Manager

• Assigned To: Here, you can filter based on your name only. You can also view the alerts that are not assigned to anyone(Unassigned) using this filter option.

You can simply search for an alert using the Search bar using the Alert name on the My Alerts dashboard.

Step 5: Not receiving relevant alerts in CustomerSuccessBox?

There are two possibilities for not receiving relevant alerts in your CustomerSuccessBox account, namely,

• If relevant criteria have not been set by the administrator while creating the alert. As a result, it can create many or very few alerts every day. To resolve this type of issue, connect with your administrator and they will help you to resolve them.

• Another possible reason could be data discrepancy during the initial few days of account creation. You can get in touch with your administrator to resolve these issues. 

FAQs:

• Question: What is the frequency of Alert notification?
  Answer: You will receive Alerts once a day. Usually at 9 am of your time-zone.
  
  

• Question: If I dismiss an alert but since the criteria is not fulfilled, will I get an Alert again the next day?
  Answer: Yes, dismissing works only for 24hours. If you do not wish to see the Alert ,snooze it.
  
  

• Question: If I complete the task generated by an Alert, will the Alert go away?
  Answer: That depends on whether the criteria for alert has met or not met. If the criteria doesn’t meet anymore, it will not create a task. But if criteria mets , it will again create a task. Idea here is that you will never miss an alert & system will always remind you to take actions.

• Question: Can I snooze all types of Alerts?
  Answer: Yes, you can snooze all types of Alerts.
  
  

• Question: If I snooze an alert, will the task due date also change or a new task will be created?
  Answer: Task due date will remain as it is. And no new task will get created.
  
  

• Question: Can I create tasks for myself or teammates for any specific alert?
  Answer: You can manually create a task for a specific Account on specific alert, but if you want that to be automated, you will have to ask your admin, they can set up a system to automate that task for you.

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.