General Processes

• Duplicate Opps
• Who to contact for all the things!
• New CS Employee Onboarding
• Chili Piper Set Up
• LastPass Set Up
• Zoom Set Up
• Office 365 Set Up
• Outreach Set Up
• Rubex Employee Account
• Salesforce Account Set Up
• Google/Gmail Account Set Up
• DocuSign Account Set Up
• Gong Account Set Up
• Slack Account Set Up
• Totango Account Set up
• TSM Cases - Technical Support/Consultations
• Tracking Business Reviews

Duplicate Opps

1. Rename all duplicate opps as “Duplicate” and mark as “closed lost”

2. Any opps with a date of 2023 should stay open.

 

Who to contact for all the things!

Click this link to go to original article with this information

New CS Employee Onboarding

Chili Piper Set Up

Click this link to find who to contact to get your Chili Piper account set up

View this video from Chili Piper on setting up the basics

Be sure that the following integrations are set up: Salesforce, Gmail, Google Calendar, and Zoom

Be sure your schedule excludes Fridays, per our four-day work week.

LastPass Set Up

Click this link for information on setting up and using LastPass

Zoom Set Up

Click this link for information on setting up and using Zoom

Office 365 Set Up

Click here for information around setting up and using Office 365

Outreach Set Up

Click this link to find who you need to contact to get your Outreach account set up

Rubex Employee Account

Click this link to find out who to contact to get your Rubex account set up

Salesforce Account Set Up

Click here to find out who you need to contact to get your Salesforce account set up

Google/Gmail Account Set Up

Click here to find out who you need to contact to have you Google/Gmail account set up

DocuSign Account Set Up

Contact our salesforce admins via the #salesforce_support slack channel

Gong Account Set Up

Click this link to find who to contact to set up your Gong account

Slack Account Set Up

Click here to find who you need to contact to set up your Slack account

Totango Account Set up

Contact the Customer Success Enablement Manager for a Totango license

TSM Cases - Technical Support/Consultations

Use the TSM Cases Dashboard to monitor and update cases

1. A situation requires assistance from TSM

2. CSM creates Technical Support case on client SFDC account

   1. If consult by TSM is needed, include “Consulting” in the “Problem Type” selection field, and any other necessary selections

3. CSM fills out “TSM Case Workflow” form in #tsm channel in Slack

4. TSM’s will assign the owning TSM as a comment on the thread of the workflow in #tsm channel in slack

5. Owning TSM will update 

   1. the case owner to themselves

   2. Status as the status changes

   3. Context as the case progresses in the description, with time stamps, as needed

6. TSM and CSM will collaborate on the completion of this case

Tracking Business Reviews

Why

As a team, we have a goal of three business reviews each week. In order to track the number of business reviews completed, we need to have that information in Salesforce. 

A report is in Salesforce that looks for events with “Business Review” as the subject on an account. This will display on the CS Upsell Dashboard

How

We can get this information with one of two methods: 

1. Automated through our Chili Piper integration, or 
2. Manual entry

Instructions for both methods are below.

Chilipiper Integration

1. Copy the link to your unique version of the existing “Business Review” meeting type. Your name will be part of the URL for the link.
2. Ensure your “CRM Actions” is set to the following:
   1. Event Creation: Create Event
   2. Related Object: Account
      
3. Paste your unique link into an Outreach template titled “Business Review”.
   
4. Use this template anytime you are reaching out to a customer for a business review. You can edit the text as needed.
   
   

Manual Entry

For business reviews that happen outside of the Chili Piper automation, you will need to enter that business review manually on that customer's salesforce record.:

1. Click the new event button under activity.
2. Type in or select “Business Review” for the subject, add the date and time, and click save.

***Please note that the subject MUST be entered exactly as “Business Review” or the filter will not pick it up