Hierarchy roll-ups allow you to display aggregated values on parent accounts from child accounts. Hierarchy roll-ups apply to the account object only.

Suggested uses

Hierarchy roll-ups are a tool to help you gain insight into adoption, utilization, and other key metrics to help you communicate value and identify expansion across all levels of an account. Examples include:

1. Roll up contract value to see the total contract value at the parent account level
2. Roll up active users of each sub-account at the parent level
3. Roll up usage of a particular feature across all installs at the parent level to track adoption

You can use hierarchy roll-ups just like other attributes to take action. Examples include:

• Create a segment that shows all the accounts with the number of logins trending downward by 20% in the last 14 days across all the products.
• Notify the Success Manager when users stopped using a product’s feature across all departments.
• Run a SuccessPlay to trigger a cross-sell opportunity notification when a parent account that bought Product A and has more than 10 active users but did not buy product B.
• Run a weekly email campaign or SuccessBeat to a key stakeholder at the parent account with the number of new projects created by the entire organization.

Create a hierarchy roll-up

Build roll-ups using any of the following (account-level):

• Numerical attributes
• Engagement metrics
• Usage metrics
• Custom metrics*

*As an example, if you want to aggregate the number of logins, you first need to define a custom metric of “count number of logins in the last 7 days” and then define a roll-up.

Edit a hierarchy roll-up

You can edit the roll-up properties or formula anytime. The roll-up will recalculate from the point you save the roll-up and going forward. 

Known limitations

• When aggregating the number of active users, Totango does not “dedupe” the same users of different child accounts.
• When aggregating an average of license utilization, Totango does not average total seats used divided by total seats sold. It averages the actual license utilization of the different children.
• In case you already provided Totango with pre-calculated roll-ups and stored them under the same attribute name in Totango, you should not use Totango's roll-ups as it will skew the results.
• If the account hierarchy changes (e.g., an account is added/removed as a child of another account) the roll-up value won't update immediately. It will be recalculated during the next nightly system refresh. 

FAQs

Question: When looking at the historical trend of a roll-up on a parent account, it shows from a certain date (from January 2022 for example), while on the child account there is metric data from September 2021.

  
Answer: A possible cause can be that the parent_id attribute on the child account was only updated from February. You may need to do a historical upload for the missing months (September 2021 until January 2022). You may find a report helpful to indicate when the parent_id was first updated on the child account (segment contains the term parent_id:the parent id and a report presents the trend):