Customer
Articles for the Customer Grid and Customer Account Detail views
By ClientSuccess1 author33 articles
Customer Grid
Articles regarding the Customer Grid section
Bulk Editing Client DataLearn how to bulk edit client data on the Clients screen, updating status, type, SuccessCycle, assigned CSM, and sales rep for segments or selected lists.
Exporting Global Client Grid DataLearn how to export client data from the global Clients grid, including segments, selected clients, visible columns, or all columns to a file.
Navigating the GridLearn how to navigate the Client Grid with segments and filters, including standard fields, Salesforce fields, custom and global segments, and bulk edits.
Segmentation - Using a dynamic approach to viewing your book of businessLearn how to create dynamic Segments in ClientSuccess to filter your book of business by Pulse, renewal date, risk, and other criteria.
SmartCS AI™Understand SmartCS AI features: NPS Analyzer, Pulse Summary, Engagement Insights, Email Assist, Segment Analyzer, plus setup, consent, and security FAQs.
Customer Summary
Articles for the Summary app in the Customer detail view
Region Added to Customer Record and All Existing ReportsLearn how the Region field works on ClientSuccess customer records: report filters, Global Settings configuration, CRM mapping, API, and data import.
Summary NotesLearn how to enable the Summary Notes app to add formatted key account notes at the top of the client record and in global search preview cards.
Unable to save ClientTroubleshoot the Unable to save Client error in ClientSuccess, caused by a duplicate Salesforce Account ID or a missing SuccessCycle selection.
SuccessCycles
Articles for the SuccessCycle app in the customer detail view
SuccessCyclesLearn how to create, edit, and recalculate SuccessCycles in ClientSuccess, set primary and client type default cycles, and bulk-update cycles for clients.
Pulse
Articles for the customer Pulse app in the customer detail view
Defining the Pulse ScaleUnderstand the ClientSuccess six-point Pulse scale, from Extremely Satisfied to Severe Risk, and how to define consistent customer health guidelines.
Client PulseLearn how Client Pulse reporting works, covering Current Pulse Health, Pulse Reasons, and Pulse Change Over Time reports with filters, trends, and exports.
Pulse - Create organization-wide consistency on the health of your customersLearn how Pulse creates organization-wide consistency on customer health by defining a Pulse scale, risk reason codes, update cadence, and Pulse reports.
Your Pulse PlanLearn how to build a Pulse plan, including defining your Pulse scale, customizing reason codes, setting Pulse alerts, and best practices for honest health values.
Goals
Articles for the customer Goals app in the customer detail view
GoalsLearn how ClientSuccess Goals track customer objectives with goal types, stages, progress bars, Primary Goals, SuccessScore integration, and reporting.
Tasks
Articles for the Tasks app in the customer detail view
Collaborative Task ManagementLearn Collaborative Task Management in ClientSuccess: task dashboard, Kanban and calendar views, templates, recurring tasks, Slack and email alerts.
Product Pulse
Articles for the Product Pulse app in the customer detail view
Product PulseUnderstand Product Pulse in ClientSuccess: set a pulse per product, view pulse history, enable products in Global Settings, and run the Product Pulse report.
SuccessScore
Articles for the customer SuccessScore app in the customer detail view
SuccessScore - Better understand the behavior of your customersUnderstand SuccessScore, a weighted customer health score built from usage, Pulse, engagement, and custom field metrics, and how to configure profiles.
Engagements
Articles for the Engagements app in the customer detail view
Domain Based Email TrackingUnderstand domain based email tracking, an opt-in feature that auto-matches emails to Clients by Contact email domains when no exact Contact match exists.
Email Integration FAQsAnswers to common email integration questions in ClientSuccess, covering which emails sync, storage, sync timing, filters, and password changes.
Engagements - Consolidate your emails and meeting notes to increase engagement visibilityLearn how the Engagements module consolidates emails, phone call, and meeting notes, using email integration to track Last Engaged and Last Touch metrics.
Enhanced Engagement App WorkflowsLearn how Engagement App workflow enhancements let CSMs create tasks, contacts, and 1:Many emails inline without leaving the ClientSuccess engagement.
Saving Customer EngagementsLearn how to save customer engagements in ClientSuccess, including call and meeting notes, email tracking, and how Last Touch and Last Engaged differ.
Troubleshooting Missing EmailsTroubleshoot emails missing from the ClientSuccess email integration, including expired authentication tokens, alias addresses, and Gmail sync rules.
Account Hierarchy
Articles for the Account Hierarchy app in the customer detail view
Account HierarchyLearn how the Account Hierarchy app sets parent-child client relationships, sums ARR or MRR across children, and shows Pulse health for each account.
Revenue
Articles for the Revenue app in the customer detail view
Contract and Revenue ManagementUnderstand ClientSuccess Revenue Management: MRR, ARR, ACV, TCV definitions, adding contracts, subscription statuses, renewals, amendments, and auto-renew.
Contract Relationship FAQs: Associating Renewals + Cotermed ExpansionTroubleshoot overdue contracts in ClientSuccess: how to associate renewals, unlink wrong relationships, and link co-termed upsell amendments from CRM.
Support Ticket View
Articles for the Support Ticket View app in the customer detail view
DeskLearn how to connect Desk with ClientSuccess Support View by locating Desk company IDs individually or in bulk to link tickets to client records.
Visualizing Support Tickets in ClientSuccessLearn how to enable the Support View app to see client support tickets from Zendesk, Freshdesk, Jira, HelpScout, Desk, UserVoice, and Salesforce Service Cloud.
Usage
Articles for the Usage app in the customer detail view
How to ingest and view usage events in ClientSuccessLearn how to ingest product usage events into ClientSuccess via API, flat file, JavaScript snippet, Pendo, or Segment, and view trends in the Usage app.
NPS
Articles for the NPS app in the customer detail view
What is NPS?Understand what NPS (Net Promoter Score) is, how promoters, passives, and detractors are scored, how to calculate NPS, and what makes a good score.
Scorecard
Articles for the Scorecard app in the customer detail view
Designing a Scorecard that Helps Drive Non-linear GoalsWatch a video on designing a SuccessScore scorecard in ClientSuccess that drives non-linear goals and measures customer health beyond simple metrics.
How to Configure ScorecardLearn how to enable and configure the Scorecard module in ClientSuccess to track weighted, non-linear goals and milestones for a 100-point client score.
Using ScorecardLearn how the Scorecard app tracks weighted, non-linear adoption milestones across all clients and how to enable it and feed it into your SuccessScore.