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CustomerSuccessBox 101 Training for CSMs | How to Review an Account (Part 2)

Overview

This section will help you get details how to see  Users, Tickets, Issues, Subscriptions, or Invoices for a particular account. You will also get details about product usage for the account using Account 360 page.

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. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager or a specific success role to them. 

What will I be able to achieve?

  • Viewing the List of users of an account

  • Viewing the Tickets and Issues raised by an account

  • Viewing the Subscription and Invoices for an account

  • Viewing the Product usage for an account

How to review an Account?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.


Step 1: Viewing the user details of the Account using Account 360 view

Here, you will get information on the users for the account. This data is directly fed through different CRM systems integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.

Once you are on the Account 360 page, you need to

  • Click on the Users tab present at the top of the Accounts 360 page.



  • Here you can view details like User Name and other user-related information.

Step 2: How to create a specific view for Users

You can easily create a customised view of the User as per your requirement. You can add at the most 20 columns for every user. Also, the User Name column is compulsory. The rest all the columns are optional.

  • Say, for example, you want to view only two columns, Account and graph of Total features used in the last 14 days. You can simply do this by clicking on the icon and selecting the parameters you want to view.



  • Click on the Save button after you choose the desired columns.

  • You can view selected fields specific to your users.

  • You can simply drag and drop to reorder the columns while making the desired selection. Also, you can freeze at most two columns(like Name and Account in this case)

  • Click on the Reset to Default option if you wish to view the default columns for the User.


  • You can filter the users based on

  • Role: Filter out based on user role like Sales Representative, Head of Marketing, etc.


  • Persona: The type of responsibility of users like Sponsor, Head of Department, PoC, etc.


Note: You may ask your administrator to add any new persona or role if it is not already present.


  • Activity: The user can be filtered based on the below activities,


  • All activity

    • Active: These users have used at least one feature of the product in the last 14 days.
    • In-active: These users have not used any feature of the product in the last 14 days.
    • Never Logged In
  • You can also use the Search bar to search for a specific User by its name.


Step 3: Viewing the ticket details of the Account using Account 360 view

Here, you will get information on the tickets raised by the account. This data is directly fed through different supporting tools like Zoho Desk integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.

Once you are on the Account 360 page, you need to

  • Click on the Tickets tab present at the top of the Accounts 360 page.



  • Here you can view details like,

    • Subject: It briefly describes the reason for raising the support ticket

    • Support Rep: Here, you can see the name of the Support representative who has taken the request from your customer.

    • Requestor: The name of the customer who has raised the request

    • Satisfaction rating: Ratings based on the performance of ticket resolution

    • Created On: Date when the ticket was raised

    • Closed Date

    • Priority: It can be Low,  Medium, High

    • State: It can be Pending, Close

  • If you click anywhere on the row of the ticket, you will get a detailed view of the ticket that contains,



  • Ticket Id

  • Requestor Name and email address

  • Assigner email address

  • Support Representative Name

  • Satisfaction Rating

  • Created Date

  • Closed Date

  • State

  • Conversation between the Requestor and Support rep.

Click on Back to Ticket to go to the All Tickets view.

Step 4: How to create a specific view for Tickets

You can filter the users based on,

  • Requestor: Name of the requestor or your customer.



  • Satisfaction Rating

  • Created On: Here you will find options to select tickets created,


  • Last Week, Last Month, Last Quarter, Last Year

  • Custom: Here you can provide a range of dates for which you want to view the tickets raised. Click on the Custom option to enter the desired date range and click on the Save to view the result.


  • Closed On: Here you will find options to select tickets closed,


  • Last Week, Last Month, Last Quarter, Last Year

  • Custom: Here you can provide a range of dates for which you want to view the tickets that were closed. Click on the Custom option to enter the desired date range and click on the Save to view the result.


  • Priority: It can either be:  High, Medium, Low, All


  • State: It can either be: High, Medium, Low


  • You can also use the Search bar to search for a particular ticket by its subject

    .

    Step 5: Viewing the Issue details of the Account using Account 360 view

    Here, you will get information on the feature request raised by you. This data is directly fed through different tracking tools like Jira integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.


    Once you are on the Account 360 page, you need to

    • Click on the Issues tab present at the top of the Accounts 360 page.



    • Here you can view details like,

      • Name: It briefly describes the feature request made in Jira or similar tools.

      • Status

      • Resolution: The action that needs to be taken for providing the feature.

      • Assignee: CustomerSuccessBox representative who has been assigned this request.

      • Reporter: Name of the person who has reported this feature request

      • Created On

      • Updated On: The last date when the Issue was updated with progress in Jira.


    • If you click anywhere on the row of the Issue, you will get a detailed view of the ticket that contains,



    • Assignee Name

    • Reporter Name

    • Due Date

    • Status

    • Priority

    • Label

    • Type

    • All associated Accounts: Here you will get a list of accounts that have raised a request for this feature.

    • Created Date

    • Description: It briefly describes the request.

    • Activity: It will state the activities taken for this Issue.

    • Click on Back to Issues to go to the All Issues view.

  • Step 6: How to create a specific view for Issues

    You can filter the users based on,

    • Project Name

    • Priority

    • Reporter

    • Due Date

  • You can also use the Search bar to search for a particular Issue by its name.

    Step 7: Associating a Jira Issue with your account

    You can associate an existing Jira Issue with your account if your customer has also requested the feature.

    • Click on the Search bar as shown in the below figure.


    • Select the desired Issue Id.

    • Now you can associate this issue with your account only.


    • Click on the Associate button to finish.

  • Step 8: Viewing the Subscription details of the Account using Account 360 view

    Here, you will get information on the subscription plan taken by your customer. This data is directly fed through your subscription tools like ChargeBee integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.

    Once you are on the Account 360 page, you need to

    • Click on the Subscriptions tab present at the top of the Accounts 360 page.


  • Note: If any subscription plan details are missing please contact the administrator.

    • Here you can view details like,

      • Subscription Id: It is directly received from the Subscription tool.

      •  Product: Here it will contain a list of products that are offered by your organisation.

      • Plan: It is the type of subscription plan.

      • Status: It can either be Active, Closedown, Suspended, Future, Canceled

      • Amount: The subscription amount value is shown here.

      • Quantity: It will show how many subscription plans are purchased by your customer

      • Subscription ends on


  • If you click anywhere on the row of the Subscription, you will get a detailed view of the Subscription as shown below.


    Click on the Back button to go to the All Subscription view.

    Step 9: How to create a specific view for Subscription

    You can filter the users based on,

    • Status: Here, you will filter on the basis of the below statuses:

    • Product: Here, you can filter based on the name of the product.


    • Plan: Here, you filter based on the type of subscription plan.


    • Created on: Here we filter based on the creation date range of subscription like,


    • Last Week, Last Month, Last Quarter, Last Year

    • Custom: Here you can provide a range of dates for which you want to view the tickets raised. Click on the Custom option to enter the desired date range and click on the Save to view the result.

You can also use the Search bar to search for a particular Subscription by its id.


Step 10: Manually Editing the Subscription details of the Account using Account 360 view

Click anywhere on the row of the Subscription, you will get a detailed view of the ticket. Here, you click on the icon to manually edit the subscription details.



Click on the Save button to record the changes.

Step 11: Viewing the Invoice details of the Account using Account 360 view

Here, you will get information on the invoicing created for your customer. This data is directly fed through your invoicing tools integrated with CustomerSuccessBox, or your administrators can provide the information manually into the system.

Once you are on the Account 360 page, you need to

  • Click on the Invoices tab present at the top of the Accounts 360 page.



  • Note: If any invoicing details are missing please contact the administrator.


    • Here you can view details like,

      • Invoice Id: It is directly received from the Invoicing tool.

      • Created On: The date when the invoice was generated.

      • Amount paid: The invoice amount value paid by your customer.

      • Amount due: The invoice amount pending for payment

      • Due Date: It will show the date by which the invoice needs to be paid.

      • Status: It can either be Paid, Draft, Open, Overdue

If you click anywhere on the row of the Invoice, you will get a detailed view of the Invoice as shown below.

Click on the Back button to go to the All Invoice view.

Step 12: How to create a specific view for Invoices

You can filter the users based on,

  • Status: Here, you will filter on the basis of the below statuses: Draft, Overdue, Open, Paid

  • Created on: Here we filter based on the creation date range of invoice like:

    • Last Week, Last Month, Last Quarter, Last Year

    • Custom: Here you can provide a range of dates for which you want to view the tickets raised. Click on the Custom option to enter the desired date range and click on the Save to view the result.

      Due date: Here we filter based on the invoice due in,



    • You can also use the Search bar to search for a particular Invoice by its id.



      Step 13: Viewing the Product Usage details of the Account using Account 360 view

      Here, you will get information on which features are commonly used by your customers or which module is more popular among them. To get all this information your administrator must send product telemetry to CustomerSuccessBox or directly input the data in the system.

       

      Once you are on the Account 360 page, you need to

      • Click on the Product Usage tab present at the top of the Accounts 360 page.

Note: If any product details are missing please contact the administrator.

  • Here you can view details like,

    • Top Features Used: It shows a pie chart representing the top features for the past 14 days. The darker the shade of blue the more usage is of the feature.

    • Top Modules Used: It shows a pie chart representing the top modules for the past 14 days. The darker the shade of blue the more usage is of the module.

  • Toggle the button towards For CSMs to view the below details like


    Source: It can either be API, JS, Segment

  • Step 14: How to create a specific view for Product Usage

    You can filter the product usage based on,

    • Source: Here, you will filter on the basis of the sources.

Type: Here we filter based on the event type.



Click on the Search button to apply the filters.


Step 15: Viewing the Tasks created for the Account using Account 360 view

Here, you will get information on the different tasks that are either created manually or by any automation process or a playbook for a particular account. You will get a gist of these tasks and their respective statuses to take necessary action. Learn more about managing and creating tasks here.

 

Once you are on the Account 360 page, you need to go to the bottom of the page

  • Click on the Tasks tab.


    You can also mark the tasks done by selecting the check box beside each task in the row.

Step 16: How to create a specific view for Tasks of an account

You can filter the tasks based on,

  • Status: Here, you will filter on the basis of the below status,


  • Priority: Here, you will filter on the basis of the below priorities: High, Medium, Low


  • Due date: Here you can filter based on the due date of task in,


Source: Here you can filter based on the different sources that have created these tasks like,





  • Assigned To: Here you will find only your name, i.e., you can only see the tasks that are assigned to you.


    You can use the Search Bar to search for tasks by their name.



    Step 17: Creating a task manually of an account
    Once you are on the Account 360 page, you need to go to the bottom of the page

    • Click on the Tasks tab.

    • Click on the Add task button.

You will need to add the below fields,


  • Task Name: Name of the task

  • Description: Here, you will find brief content explaining the importance of the task. You can also format the task description using various options available. For example, you can highlight any text using the Bold option or add a hyperlink to it.

  • Account: Account to which the task belongs to

  • Assigned to: Here, you can assign the task to yourself or other team members who have to complete the job. In most cases, it will be your name.

  • Status: It will indicate the stage in which the task is present.

  • Priority: Here, you will be able to see the importance of the tasks, namely either,

    • High

    • Medium

    • Low

  • Due Date & Due Time: The date and time by which the task needs to get completed. 

  • Click Save to save the newly created task.

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 top right-side of the 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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