Global Settings
Articles regarding Global Settings
By Evan and 1 other2 authors84 articles
Automation
Articles regarding automation setup and management
- Automation - Streamline and standardize customer success workLearn how Automation rules in ClientSuccess use triggers and actions to send emails, add to-dos, assign SuccessCycles, and send NPS surveys.
- Automation TriggersConfigure automation triggers in ClientSuccess for Pulse, NPS, calendar dates, contracts, custom fields, engagements, and SuccessCycles to fire actions.
- Commonly Configured Email Automation RulesSee commonly configured Email Automation rules, with triggers and templates for onboarding surveys, renewal reminders, SuccessScore alerts, and last touch follow-ups.
- Email AutomationLearn how to set up Email Automation rules in ClientSuccess with triggers like days to renewal and SuccessScore, plus Group by Customer delivery options.
Customer Types
Articles regarding Customer Type management
- Customer TypesLearn how to configure customer Types in Global Settings, assign default SuccessCycles by Type, and add granularity with custom fields and Salesforce sync.
- Filter Product Pulse Options by Customer TypeConfigure which Product Pulse options appear on the Success Page by customer type via Global Settings > Customer Types for quicker pulse selection.
Field Settings
Articles regarding field settings, including custom fields
- Custom Field Placeholders For 1:Many EmailsLearn how to enable custom fields as dynamic placeholders in 1:Many emails via Field Settings to personalize and preview ClientSuccess email sends.
- Reorder Client Custom FieldsLearn how admins reorder Client Custom Fields with drag-and-drop in Global Settings > Field Settings so they display in the order you want on client records.
- Required Custom & System FieldsLearn how admins set required custom and system fields like Country for customers, contacts, and contracts, plus CRM integration mapping impacts.
- Self-serve Custom Field ManagementLearn how to manage custom fields in ClientSuccess Field Settings, including how to delete unused fields or reset in-use fields to clear their data.
Data Exports/Imports
Articles regarding Data Exports/Imports functionality
- Adding or Importing Client Data to ClientSuccessLearn the ways to add client data to ClientSuccess: manual entry, the client data import template, CRM integration, or the open API, with best practices.
- Adding or Importing Contact DataLearn the ways to add contact data to ClientSuccess: manual entry, the contact import template, CRM integration, or the open API, plus required fields.
- Exporting Data from ClientSuccessLearn how to use Data Exports in Global Settings to generate on-demand exports of Clients, Contacts, Pulses, Subscriptions, Engagements, and more.
- How to add data to ClientSuccessCompare options for adding client, contact, and contract data to ClientSuccess: manual entry, CSV import, Salesforce or HubSpot CRM integration, or the API.
- Importing Historic NPSLearn how to import historic NPS response data into ClientSuccess using the CSV template, alongside native NPS surveys or available NPS integrations.
- Importing Revenue data through a Flat File to ClientSuccessLearn how to import contract and subscription revenue data into ClientSuccess via flat file, including required fields, formats, and contract linking.
- Importing your product list to ClientSuccessLearn how to import your product list into ClientSuccess using the import template so products tie to subscriptions, contracts, and CRM revenue data.
- Self-Serve File ImportLearn how to use the Self-Serve File Import tool to import clients, contacts, products, NPS, and usage data with templates, matching, and review steps.
Goals
Articles regarding Goals module setup and management
Articles regarding email functionality setup and management
- 1:Many Email EnhancementsLearn how to remove recipients from the 1:Many email audience preview and how Engagement App emails limit recipients to the current customer.
- 1:Many Email Enhancements: Drafts, Signatures, and SchedulingLearn how 1:Many email drafts auto-save, how to set personal and dynamic sender signatures, and how scheduling validation works in ClientSuccess.
- 1:Many EmailsLearn how to send 1:Many emails in ClientSuccess: bulk personalized emails, templates, segments, scheduling, grouping by customer, and daily send limits.
- Advanced Email Filtering - 1:Many Emails Access ControlConfigure advanced email filtering rules to exclude auto-replies and OOO from Engagements, plus 1:Many email send-on-behalf access controls.
- Blacklisting Emails From SyncingLearn how to blacklist emails from syncing to ClientSuccess Engagements by filtering on domain, email address, subject, or body in email settings.
Integrations
Articles regarding Integration management
- Association Mappings & User Reference FieldsUnderstand association mappings and user reference fields when syncing Salesforce lookup fields like Account Owner to ClientSuccess with friendly names.
- ClientSuccess Open API v2.0Understand the ClientSuccess Open API v2.0 for Clients, Contacts, and Contracts, plus the Usage API, Developer Portal access, and API user setup.
- Communication Platform Integration BasicsUnderstand Slack and Microsoft Teams notification options in ClientSuccess, including Pulse status alerts, new client notifications, and NPS responses.
- Connecting Pendo NPS with ClientSuccessLearn how to connect Pendo NPS with ClientSuccess using a custom field and CRM sync to surface NPS scores, SuccessScore inputs, and health alerts.
- Delighted Integration for the NPS AppLearn how to configure the Delighted integration for the ClientSuccess NPS app, including API access token, webhooks for real-time results, and imports.
- FreshdeskLearn how to integrate Freshdesk with ClientSuccess Support View, including admin token requirements and finding Freshdesk company IDs to link clients.
- HelpScout Integration with ClientSuccessLearn how to connect HelpScout to ClientSuccess via the Support View app, authorize access, and map HelpScout company IDs to view client tickets.
- How To Install the ClientSuccess Widget (aka Canvas App) in SalesforceLearn how to install the ClientSuccess widget (Canvas App) in Salesforce to show SuccessScore, Pulse, subscriptions, and engagements on Account pages.
- HubSpot Engagements PushLearn how to push new ClientSuccess Engagements to HubSpot Activity History, how to enable the push, and FAQ on historical and two-way Engagement syncing.
- HubSpot Import Filter - Managing which Companies, Contacts, or Deals sync with ClientSuccessLearn how the HubSpot Import Filter controls which Companies, Contacts, or Deals sync to ClientSuccess using a checkbox property and HubSpot Workflows.
- HubSpot Integration AuthenticationLearn how to authenticate HubSpot to ClientSuccess via Global Settings, using Super Admin credentials, plus optional scopes setup for Deals and Line Items.
- HubSpot Integration Instructions for Clients and ContactsLearn how to configure the HubSpot integration to sync Companies and Contacts with ClientSuccess, including recipes, sync filters, and field mappings.
- HubSpot Revenue Data IntegrationLearn how to set up the HubSpot revenue data integration, mapping Deals and Line Items to ClientSuccess contracts, products, stages, renewals, and ARR.
- Integration Technical OverviewUnderstand how ClientSuccess integration push and pull syncs work, including polling, field mappings, data parity, null values, and sync maintenance tips.
- Intercom IntegrationLearn how to connect the Intercom integration to ClientSuccess to sync conversations into the Engagements and Support Ticket apps via OAuth setup.
- JIRA Support View IntegrationLearn how to configure the Jira Support View integration, including application links, a custom client field, and authentication to display Jira tickets.
- Microsoft TeamsLearn how to install the Microsoft Teams integration in ClientSuccess, including OAuth setup, Team and Channel configuration, and notification settings.
- MixPanel IntegrationLearn how to set up the MixPanel integration to ingest usage data events into ClientSuccess, including service account, project ID, and event formatting.
- MS Teams Integration - Azure App ConfigurationConfigure an Azure App for the ClientSuccess MS Teams integration, including app registration, Microsoft Graph API permissions, secret key, and client ID.
- New CRM Integration Platform AuthenticationLearn how admins authenticate Salesforce, HubSpot, Zoho, or Pipedrive on the new CRM integration platform in ClientSuccess Global Settings.
- New CRM Integration Platform FAQUnderstand the new ClientSuccess CRM integration platform: migration steps, cost, downtime, security, and impacts on Salesforce, HubSpot, Zoho, Pipedrive.
- New Integration PlatformUnderstand the new ClientSuccess Integration Platform (Workato), CRM migration phases for Salesforce, HubSpot, Zoho, Pipedrive, and how to connect.
- Okta SSO with ClientSuccessConfigure Okta single sign-on (SSO) with ClientSuccess using OpenID Connect, including app setup, redirect URIs, client ID and secret, and testing.
- Pendo Integration for Usage EventsLearn how to set up the Pendo integration to pull daily usage data into ClientSuccess using an API key and Account or Visitor List report formats.
- Pipedrive Import FilterUnderstand the Pipedrive Import Filter that controls which Organizations and People sync to ClientSuccess, with best practices and API field requirements.
- Salesforce Authentication to ClientSuccessLearn how to authenticate Salesforce to ClientSuccess, install the Workato connected app, re-authenticate, and troubleshoot common OAuth login errors.
- Salesforce Engagements PushLearn how to push new ClientSuccess Engagements to Salesforce Activity History, how to enable the push, and FAQ on historical and two-way syncing.
- Salesforce Import FilterUnderstand the Salesforce Import Filter, which controls which account and contact records sync to ClientSuccess, plus criteria limits and formula field tips.
- Salesforce Integration - Easy Access To SalesForce AccountLearn how to add a quick link from a ClientSuccess client record to its Salesforce account by entering your Salesforce login URL in Global Settings.
- Salesforce Integration for Clients, Contacts, and ContractsLearn how to configure the Salesforce integration to sync clients, contacts, and contracts with ClientSuccess using recipes, filters, and field mappings.
- Salesforce Revenue Data IntegrationLearn how to set up the Salesforce revenue data integration, mapping Opportunities and Line Items to ClientSuccess contracts, stages, products, and ARR.
- Salesforce Service CloudLearn how to enable Salesforce Service Cloud in ClientSuccess so support cases automatically appear in the Support View on each client record.
- SatisMeter Integration for the NPS AppLearn how to configure the SatisMeter integration for the ClientSuccess NPS app, including access token setup, webhooks for real-time results, and imports.
- Slack Integration with ClientSuccessLearn how to install the Slack integration with ClientSuccess via OAuth, configure channel notifications for Pulse and Tasks, and invite the chat bot.
- Stripe Integration OverviewLearn how the Stripe integration pulls Customers, paid Invoices, and Products into ClientSuccess, including API key setup and contract field mappings.
- Unique IdentifiersUnderstand unique identifiers (UIDs) in ClientSuccess integrations, how CRM IDs from Salesforce or HubSpot link records, and UID vs traditional mappings.
- UserVoiceLearn how to set up the UserVoice integration with ClientSuccess Support View using a custom Organization field to display client support tickets.
- Zapier IntegrationLearn how to set up the Baton Zapier integration to connect hundreds of apps, create projects via Zaps, trigger on status changes, and map custom fields.
- Zapier Integration Basic Use CasesExplore Zapier integration use cases connecting ClientSuccess with Slack, Intercom, HubSpot, and Pipedrive to automate contacts, clients, and pulse alerts.
- Zendesk Integration with ClientSuccessLearn how to integrate Zendesk with ClientSuccess Support View, link Zendesk organization IDs to client records, and view up to 100 tickets per client.
- Zoho Integration OverviewLearn how the Zoho integration syncs Client and Contact data with ClientSuccess, including import filters, field mappings, sync direction, and frequency.
NPS
Articles regarding NPS campaign setup and management
- AskNicely NPS IntegrationLearn how to set up the AskNicely NPS integration with ClientSuccess by retrieving your API key and matching responses to Contacts by email address.
- ClientSuccess NPSSet up ClientSuccess native NPS surveys: campaigns, themes, thank-you messages, reminders, Slack and Microsoft Teams alerts, and bulk or automated sends.
Reason Codes
Articles regarding Reason Code (Risk and Success factor) setup and management
- Commonly Used Reason CodesSee commonly used Pulse Reason Codes, with examples across product, support, onboarding, sales, billing, relationship, and business viability categories.
- Tracking Risk and Success with every Pulse updateLearn how to track customer health with Pulse updates using configurable Risk and Success Factor reason codes, notes, next steps, and Pulse reporting.
SuccessCycles
Articles regarding SuccessCycle setup and management
- Commonly Configured SuccessCyclesSee examples of commonly configured SuccessCycles, including onboarding, success criteria tracking, new feature training, and key sponsor turnover playbooks.
- Develop, Document, and Strengthen Customer Lifecycle Plans (How to get the most out of SuccessCycles)Learn how to develop, document, and strengthen customer lifecycle plans using SuccessCycles, with six steps for building and iterating CS playbooks.
- SuccessCycles - Commonly configured templates and how to develop, document, and strengthen your lifecycle plansLearn how to build SuccessCycles in ClientSuccess with common playbook templates for onboarding, success criteria tracking, and sponsor turnover.
SuccessScore
Articles regarding SuccessScore setup and management
- 6 Common Health Scoring MetricsUnderstand six common customer health scoring metrics for SuccessScore, including product usage, sentiment, advocacy, engagement, relationship, and ROI.
- SuccessScoreLearn how to configure SuccessScore profiles in ClientSuccess: weighted metric groups for customer health scoring by client type, with setup steps.
Team
Articles regarding team/user setup and management
- Adding and Managing Team MembersLearn how admins add, edit, and deactivate team members in ClientSuccess and understand the User, Manager, Executive, Admin, and Sales (Limited) roles.
- Adding Sales Reps to ClientSuccess and How to Enable Their AlertsLearn how to add Sales Reps to ClientSuccess via plain text or associated fields, plus enabling Sales (Limited) user alerts and email integration.
- ClientSuccess Seat (License) LimitsUnderstand ClientSuccess seat (license) limits: how to check seats in use on the Team page, free up licenses by deactivating users, and request increases.
Revenue and Subscriptions
Articles regarding revenue and subscription data setup and management
Usage
Articles regarding usage data setup and management
- Flat File - Automated File IngestionSet up automated flat file ingestion to import client, contact, revenue, NPS, and usage data into ClientSuccess via Amazon S3, Google Cloud, or SFTP.
- Flat File Usage Tracking InstructionsLearn how to import aggregated usage data into ClientSuccess via flat file CSV with required formatting and S3, Google Cloud Storage, or SFTP transport.