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 |
| Account ID / Opportunity ID |
CRM |
Acceptable |
Set the Account ID/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,
- Initiate a chat directly from within CustomerSuccessBox. Use Chat option from Chat icon in left side navigation bar
- Create a conversation from here
- Send an email to support@customersuccessbox.com
Pervez
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