This training material will cover the following topics:
There are many sections to an account page, but the ones most important to us in Support Ops are detailed here.
This section details a good bit of information, but the most important ones to Support Ops are:
| Field | API Name | Why its important |
|---|---|---|
| Account Name | Name | The account's name, this syncs to the Org's name in Zendesk |
| Type | Type | Tells us the type of account. As we don't sync all types of accounts, this is important for syncing to Zendesk |
| Account Owner (Text) | Account_Owner_Calc__c | The Account Manager, we use this when we need assistance with the customer |
This section details a good bit of information, but the most important ones to Support Ops are:
| Field | API Name | Why its important |
|---|---|---|
| Sales Segment | Ultimate_Parent_Sales_Segment_Employees__c | This tells us the sales segmentation of the account, which we sync to Zendesk |
| Account Territory | Account_Territory__c | This tells us the account territory, which we use for US Federal syncing |
| Region | Region__c | This tells us the region, which we sync to Zendesk |
This section details a good bit of information, but the most important ones to Support Ops are:
| Field | API Name | Why its important |
|---|---|---|
| Next Renewal Date | Next_Renewal_Date__c | We use this to help determine false expired accounts in the Zendesk sync |
| CARR (This Account) | CARR_This_Account__c | The ARR of the account, we sync this to Zendesk |
| Support Level | Support_Level__c | We use this to determine the level of support an org receives |
| Manual Support Upgrade | Manual_Support_Upgrade__c | We use this ins the priority prosect workflow |
| Number of Licenses Sold (This Account) | Number_of_Licenses_This_Account__c | The number of seats in a license, we sync this to Zendesk |
This section details a good bit of information, but the most important ones to Support Ops are:
| Field | API Name | Why its important |
|---|---|---|
| [GS] Health Score Color | GS_Health_Score_Color__c | The Gainsight health score, we sync this to Zendesk |
| Customer Success Manager | Technical_Account_Manager_Name__c | The CSM, we sync this to Zendesk |
| Solutions Architect | Solutions_Architect_Lookup__r | The SA, we sync this to US Federal Zendesk |
This section contains a list of approved contacts for the Account. These users are auto-associated in Zendesk.
Here, all subscriptions the account has had are listed. This is important as we often need to review these to determine if an account's support level is incorrectly set or not. The most important parts to look at are the start and end dates.
This section contains the products tied to subscriptions. Here we can determine if the support level is accurate or not based on the subscription name and the effective end date.