Create and configure teams

Who can use this feature?

A team allows you to configure visibility among your team members with regard to scope of accounts and SuccessBLOCs.

Create a new team

If you have an Enterprise plan, you can add up to 10 new teams based on business division or other criteria that fits your organizational structure.

Best practices for structuring multiple teams

Teams provide flexibility to create different Totango experiences for different users. Consider using multiple teams if you want to:

  1. Limit account scope (e.g., certain accounts should not be accessible to certain users). Examples:
    • Account Type --> "Free Trial" accounts are available to the Marketing team but excluded from the Customer Success team. Or "Enterprise" accounts are available to the Enterprise team but excluded from the SMB team. 
    • Region --> "North America" accounts are available to the NA team but excluded from the APAC team. Global leaders can see all accounts from all regions on the Global team.
  2. Build distinct programs per team (e.g., SuccessBLOCs). Examples:
    • "Renewal" program is part of the Customer Success team, whereas "Convert Freemiums" is part of the Growth team.
    • "Deliver QBRs" is part of the Enterprise team but not part of the SMB team. 

      Although you can duplicate BLOCs to multiple teams, each BLOC requires its own maintenance. If multiple teams would likely share the same BLOCs, you may find it simpler to use one team, and then segment your reports and automations within each BLOC.

  1. From Settings, expand User Management > Teams.
  2. On Teams tab, click +New Team.
  3. Enter team properties and configure settings (see below).

Configure team settings

Team settings include 4 primary areas:

  • The team name, icon, color, and other defaults
  • The accounts that are viewable in this team (not configurable in Community edition)
  • The users who are members of the team
  • Advanced settings for extended search and portfolio scope

All plans include a default team, which you can rename or configure. Defining the account set requires an upgraded plan.

  1. From Settings, expand User Management > Teams.
  2. Click on the team you want to configure.
  3. On the Overview tab, set the following properties:
    • Team name: Visible to everyone on the team; the current team is displayed in upper corner of Totango
    • Team description: Visible to anyone who can manage teams
    • Team icon: Visible when switching teams
    • Business hours: Set default hours for all campaigns sent by the team (see rules of precedence).
    • Team type: Click to optionally apply or add a new team type. When defined, you can use team types to copy SuccessBLOCs to multiple teams at once. For example, if you have two teams (Enterprise West and Enterprise East), you can apply a team type of "Enterprise" to refer to both teams.
    • Team goal: Visible as a weekly goal displayed at the top of My Portfolio. 
      mceclip0.png
    • Manager role: Default role to apply to any user added to this team who is listed as a manager of another Totango user (applies if employee hierarchy is enabled)
    • Default team role: Default role to apply to any user added to this team (not a manager)
  4. On the Account Set tab, choose the accounts that team members are allowed to view. Add a filter to narrow the list of accounts using criteria. Special considerations for account set segmentation:

    • Account assigned to the logged-in user: Use this criteria to limit the account set dynamically based on account assignment (e.g., owned by the user). If John and Emily are both added to the team, John sees all 10 accounts where he is assigned as Success Manager, whereas Emily sees all 30 accounts where she is assigned as Success Manager.

      When this filter is applied to the account set, it is also forced within campaign and SuccessPlay criteria and cannot be removed as long as this filter is in place. When a campaign or SuccessPlay is created, it will target only users who belong to accounts under the Totango user who created them. 

    • Employee hierarchy: Use any of the employee hierarchy filters to limit the account set dynamically based on manager assignment (e.g., Direct reports of, All reports, Direct reports who are not managers of). If George manages Lucille, she see all accounts owned by everyone who George manages.

      mceclip2.png

    • Account hierarchy: If you use account hierarchy, we recommend using an attribute that is applied throughout the hierarchy, so that team members cam view parent and child account sets. For example, if you set up teams by product, you could use an attribute for the type of product they've purchased, defined at all levels of the hierarchy. If no attribute is used throughout the entire hierarchy, you can use the filter, "Parent Account Name" to ensure the parent and child accounts are included.

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    • Opportunities: Optionally grant the team access to all opportunity records, regardless of account set of associated opportunity parent.

      Available only if your Totango is enabled with the premium Opportunity Management add-on.

  5. On the Team Members tab, click +More Filters to add members to the team based on criteria. Or, click +Invite Users Manually to add team members ad hoc.

    Special considerations for using criteria for team users segmentation:

      • Filter by user segmentation, including custom Totango users attributes
      • If employee hierarchy is enabled, use any of the employee hierarchy filters to limit the team members dynamically based on manager assignment (e.g., Direct reports of, All reports, Direct reports who are not managers of). When a manager is updated in a user profile, the team membership automatically updates.
      • When criteria is used, team members cannot be removed manually.
      • You can add global admins to any team
      • You can add team admins to their own team(s)

    Refer to Zoe configuration for managing Zoe Slack Bot team access.

  6. On the Advanced Settings tab, adjust preferences for Extended Account Search to allow team members to search and view all accounts, outside team's account set, in read-only mode:
    • No accounts outside the team's account set: Use account set only
    • All accounts outside of the team's account set: View all account profiles outside of team scope; lists and collections marked as sensitive are hidden.
    • Selected criteria: View account profiles outside of team scope based on criteria; lists and collections marked as sensitive hidden.

      In addition to hiding privileged and sensitive data from the account profile, accounts within the extended search scope are accessible only by search. Team members cannot add an account in an extended search scope to a segment. 

  7. On the Advanced Settings tab, adjust preferences for My Portfolio settings. For each role, choose what team members see in their My Portfolio view, the account type, and whether team members can adjust the default settings within the My Portfolio widget (lock/ unlock icon on right).

    • All accounts in the team: Use account set only
    • Accounts of direct reports that have a role in the account assignment: Manager portfolios reflect the account set of direct reports (requires employee hierarchy)
    • Accounts of all reports that have a role in the account assignment: Manager portfolios reflect the account set of all reports (requires employee hierarchy)
    • Accounts of team members with any role in the account assignment: Limit account set based on an explicit account assignment role

FAQ

Question: What is extended search scope?

Answer: Extended search scope allows team members to view limited information for accounts outside of the team's account set.

Question: What is team type?

Answer: Team type is a categorization mechanism used when copying SuccessBLOCs among teams.

Question: What is a default team role?

Answer: For each team that a user belongs to, you can define a different role. The default role allows you to apply the preferred role every time a user is added to the team, rather than adjust the role manually within a user's profile.

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