Solutions Architects record all customer and prospect activity to promote transparency and collaboration. By consistently capturing our prospect or customer-facing activity, we can perform analysis for further reporting to establish efficient decision making for GitLab's business.
SA prospect/customer activity is recorded into
Task objects within Salesforce based on the
Log a Call action on an
Opportunity. However, Troops.ai is leveraged to simplify the capture of required and optional fields via Slack to alleviate the SA from navigating through Salesforce.
Log a Callfor the activity (easiest method)
/troops-actionin Slack and click on the
/troops <name of account>and choose the appropriate opportunity. Click
Log Activity(NOT the
Log a Callbutton)
Opportunityassociated with the activity.
Namefield with a prospect/customer contact existing in Salesforce that was part of the activity.
Nameis currently a single select field. Choose any contact that was part of the meeting, if possible. In the future, we may have the ability to select multiple contacts.
Individual Contributor, Manager/Director, ExecutiveNote: Executive should be used for any VP, C-level or the Economic Buyer
All activities should fall into one of the categories described in the activity type descriptions
We provided a SCM and CI/CD demo for the head of application development, Homer Simpson, that was well-received. His team is responsible for building a suite of catalog services and API for their partner merchants. They are using Spring Boot to develop microservices and struggling with deployment consistency and complexity. As a next step, we are scheduling a review of their current path to production. More detailed notes are here: <link to detailed notes>
When anyone logs an activity, Troops.ai will provide the update in a team Slack channel. It is highly encouraged that all members of the SA organization, as well as any GitLab team member, take time to review the updates to understand our business better, but also to exercise our value of collaboration. When reviewing updates, look for opportunities to provide a team member with some efficiency by sharing related work or knowledge you have that could assist with an opportunity. Also, it's a great way to understand what your team members do so that you can leverage their experience in the future. Words of encouragement and congratulations are also encouraged.
All troops activity updates channels are of the format
#troops-activities-<region or segment name>:
Tip: You can create a dedicated slack section for all of your Troops related channels. This will allow you easy access to updates for cross-team collaboration.
An SA Validated Tech Evaluation is a set of SA-assisted activities a prospect or a customer undertakes to make a decision on whether or not a GitLab solution will provide the value they expect. These activities include and are not limited to a guided trial, POV, value stream assessment, workshops, and strategy roadmap planning. An SA Validated Tech Evaluation does not start until a prospect or customer explicitly engages in an evaluation of value and involves meaningful engagement with a GitLab SA. Ideally, the GitLab SA has created a techncial win plan as part of an SA Validated Tech Evaluation. If the GitLab SA does not know the next actions to progress the evaluation towards closure, it's an indication that there is NOT an SA Validated Tech Evaluation that the SA is meaningfully engaged on.
To assist with the analysis of SA guided technical evaluations by our prospects and customer, the SA team maintains four opportunity fields in Salesforce. These four fields can be updated through Troops.ai or within the opportunity in Salesforce:
You just had a meetingnotification - select the opportunity by searching in the
Search Salesforcebox. Click the
/troops <opportunity name>in Slack and clicking on the
Whenever an SA engages a prospect/customer who has a specific problem to be addressed or goal to be achieved, and that prospect/customer needs validation that GitLab has the solution, you are encouraged to capture that as a technical evaluation. Similar to how there are some deals without a corresponding SA, there may be deals where a technical evaluation is not performed, and SA involvement is minimal.
In case that the opportunity has been closed in Salesforce, and you did not have the chance to complete all the information for your SA activities previously described, do the following:
@Sales-Supportand then a brief description of the fields you wish to fill. Example:
@[Sales-Support] please update the SA Validated Tech Evaluation Close Status field to Won, and SA Validated Tech Evaluation End Date to 10/14/2021
@Sales-supportpart of your message, as Salesforce will not recognize the
@call to notify the sales support group.
Proof of Values are tracked in salesforce but can be created or updated through Troops by:
Add a Proof of Valuebutton
You just had a meetingnotification in slack
/troops <search>in Slack
Update a Proof of Valuebutton
/troops <name of POV>in Slack
You can update activity that was previously logged in Salesforce or through troops.ai by clicking the
Update Activity button on the update notification posted by troops.ai to your team activity channel.
If a contact you'd like to associate your activity updates with does not yet exist on the account in Salesforce, you can create the contact through troops.ai:
/troops-actionsin Slack and click the
Create Contactbutton. The contact will now appear in the
Namefield when logging an activity through troops.ai. (Create a Contact Video)
Troops alerts are messages sent from the Troops application on slack that inform whenever an opportunity has changed stages. It helps SAs follow the progress of their opportunities through the SalesForce stages.
This tutorial explains how to set it up.
#troops-usersslack channel - Discuss and ask questions related to Troops.ai and SA activity capture
#troops-gitlabslack channel - Discuss and ask questions related to Troops.ai with the Troops account team covering GitLab
Email communication with customers can be recorded in Salesforce within the account's activity history. There are two options to track this activity:
Email communication that is collected and stored in Salesforce is not measured or reported on at this time. It can be useful to collect for sharing information with the broader sales team.
For transparency and awareness, the Troops activities specific to Solution Architects are listed below.
|Log a meeting||Reminder notification for SA to log their customer call||
|New call logged (wf-2) (region)||Troops will post the SA's call summary to their regional channel||
||Troops regional team activity channels||
|Tech Eval Start Date Changed||When the SA updates the Tech Evaluation's Start Date, the Opp info will post to the channel||
|Tech Eval End Date Changed||When the SA updates the Tech Eval's End Date, the Opp info will post to the channel||
|Missing End Date||When an Opp has (1) moved past Stage 3, (2) has a tech eval start date, and (3) has no tech eval end date, it will alert the Primary SA to complete it||These opportunities are missing a Tech Evaluation End Date and have moved past Stage 3 – Please add an End Date and work with your counterpart (wf-06)||Troops DM||
|Alert Primary SA - Opp Stage 3 seven days ago and no SA Start Date||This is to notify the Solution Architect if a Oppty has moved to "Stage 3" seven days ago, is 20k+ IACV, and the Tech Eval has not formally started (
||This is to notify the SA Manager in the regional channel if a Oppty has moved to "Stage 3" seven days ago, has no
|Opp is in Stage 2||When an Oppty is moved to Stage 2 and has more than 20k IACV, it will post to the
||Opportunity: Owner just moved Opportunity: Name to Opportunity: Stage||#stage-move-02||
|Chorus call||Post Chorus call recordings to channel. Note: because these could be a duplicate of an SA logged activity, these are excluded from reporting||Task:
|PS Opp without Primary SA||If a PS Oppty is in Stage 3+ and has no
||Opportunity: Primary Solution Architect field is blank. Don't miss out on a potential PS SPIFF! (wf-10)||Troops regional team activity channels||
|Task Due (wf-11)||If a Troops task is not complete, Troops will DM the individual at 4pm local time to complete their task(s)||Hi 👋- Here are your tasks that are due today. Please review if any need more information (wf-11)||Troops DM||
|Oppty Stage 3 seven days ago and no SA Start Date||This is to notify the SA Manager in the regional channel if a Oppty has moved to "Stage 3" seven days ago, has no
||Troops regional team activity channels; daily 8am||
|IACV Opps without Primary SA||This is to notify the SA Manager that an Oppty has no
||Troops regional team activity channels||
|Primary SA Field Has Changed||This is to notify SA Managers when the
||The Primary Solution Architect has changed on Opportunity: Name (wf-14)||#troops-primary-sa-change||
|Missing Close Status and Stage 4||When an Oppty has moved to stages 4-7, the
Troops didn't send me a notification after the call, what may have been the cause?
It can take 0-8 minutes for the system to ping you. After that, here are several QA steps:
Error message when logging a call to a Lead and Opportunity
Because Leads are a separate object and unrelated to Opportunities, you cannot log a call to a Lead and Opportunity. Instead, best practice is to log it to the Contact and Opportunity. You may need to convert the Lead to a Contact first. In that case, check with your SDR.
I just added a Contact or converted a Lead—>Contact and now Troops cannot find the Contact
Troops syncs the Salesforce schema every 15 minutes. So when you initially convert a Lead—>Contact OR you add a Contact (via Troops or directly in SFDC), it will take roughly 15 minutes for the new schema to load.
Error message: "CannotUpdateConvertedLead"
This error message occurs when the call happened, the Lead was converted to a Contact, and then the call was logged. In this case, it is a caching issue. Run the
/troops command to manually log the call.