Terminology guide

Welcome to our list of common Totango terms. Use this glossary to understand definitions and applications for each term, including a quick reference to related Catalyst functionality.

Daily Use

Account profile

A single page view of customer data about a business entity, such as a company, line of business, or individual product. Use an account profile to track updates and view detailed activity related to an account record.

Catalyst reference: Object-level layouts

 

Asset

Supportive attachment or link to associate with an account profile or SuccessBLOC. Use assets to centralize and share documents internally with your team.

Catalyst reference: Note (attachments)

 

Customer Portal

A shared website where your customer contacts can view shared success plan objectives, track the progress in real-time, and complete tasks assigned to them. Use customer portal for mutual accountability on key business outcomes and next steps.

Catalyst reference: Customer Hub (read only)

 

Flow

A category to associate with activity and automation in Totango. Use flows to quickly filter activity within different views and reports.

Catalyst reference: Note (attachments)

 

My Portfolio

A central location for account-related events. Anyone who is assigned to an account can use My Portfolio to prioritize daily workflow, see activity from other users or system updates, evaluate health changes, and take action on items that require immediate attention.

 

Segment

A list of records related to an object; each row in the list represents a unique record. Use segments to view all records related to an object: Accounts, users, opportunities, touchpoints, tasks, or custom collections. You can filter each object's data set by specific criteria and update data for one or more records.

Catalyst reference: Segment 

 

Success plan

A documentation tool within an account profile to track customer objectives. Use success plans to provide internal visibility for customer initiatives. Optionally share plan objectives and assign tasks to customers via Customer Portal.

Catalyst reference: Goals Customer Hub (read only)

 

Tag

A custom label added to an account or user profile that can be queried in segmentation. Use tags to trigger automation, such as SuccessPlays and campaigns.

Catalyst reference: Non-synced field (multi-picklist)

 

Task

A record of work that needs to be done for an account. Assign tasks to yourself or other team members for any type of work, such as preparing for a customer meeting or kicking off a strategic action plan. 

Catalyst reference: Task

 

Timeline

A widget (and a dedicated tab) on the account profile to view historical activity for the account, including touchpoints, campaigns, attribute changes, and more. 

Catalyst reference: Activity

 

Touchpoint

A record of meaningful engagement related to an account. Use touchpoints to keep track of important call details, day-to-day processes, and internal communications. Use flows, touchpoint type fields, and touchpoint reason fields to be able to report on various categories of engagement.

Catalyst reference: Note

 

Touchpoint template

Pre-structured touchpoint drafts with field values and contents filled in to make touchpoint entry faster. Build a touchpoint templates for common uses (e.g., weekly sync, kick-off call, etc.). 

Catalyst reference: Template (Note & Task)

 

Trigger

An automated action that occurs when a record enters or exits an account or user segment. Use segment triggers to add tags, remove tags, or send an email.

Catalyst reference: Playbook

SuccessBLOCs

Campaign

An automated email delivery tool, managed within a SuccessBLOC. Use campaigns to send relevant content to users and drive behavior-based goals.

Catalyst reference: Send email (playbook action)

 

Canvas

A visualization of “tracks” to map linear and non-linear phases in customer workflows within a SuccessBLOC. The “cards” within a track are campaigns (customer communications) or SuccessPlays (internal processes).

Catalyst reference: Flow Builder (playbook)

 

Destination page

A custom landing page referenced by a campaign button component or link to a call to action (CTA). The page sends information back to Totango on page load, such as updating attributes or user actions.

Catalyst reference: -

 

Report

A customizable, modular arrangement of data within a SuccessBLOC. Use reports to visualize trends over time, monitor fluctuations, and track changes for account, user, opportunity, and collection data.

Catalyst reference: Layout

 

Scorecard

A customizable, modular arrangement of KPIs within a SuccessBLOC. Use a scorecard to ensure you are on track to achieve your program goals and take corrective action when you are not meeting your targets.

Catalyst reference: Layout

 

SuccessBLOC

A ready-to-use toolkit to drive programs within the customer journey (e.g., Onboarding, Renewal, Expansion, Risk, etc.). Use a SuccessBLOC to define, operationalize, and track outcomes for each program.

Catalyst reference: Playbook (all)

 

SuccessPlay

Pre-built workflow to automatically assign new internal tasks, update data, celebrate milestones, and more. Customers enter a SuccessPlay based on custom criteria.

Catalyst reference: Playbook

Administration

Account assignment (team role)

An explicit designation of a team member who works on an account in a formal capacity, known as a team role—Success Managers (CSM), Sales Managers, Onboarding Manager, Executive Sponsor, and so on. 

 

Health profile

A configurable formula to tell Catalyst how to rate the state of an account (Good, Average, Poor) based on an "ideal" measurement. Use health to trigger automations, understand health of total account base, and track health trend per account.

Catalyst reference: Health profile (weighted)

 

License

A component of your contractual agreement that allows individual user access to the Totango platform. Each user of Totango must have a license assigned; there are three user license options: Practitioner, Contributor, Viewer. Some capabilities can be removed from user access via roles and permissions, but capabilities cannot be added outside the scope of the license.

Catalyst reference: License 

 

Role / Permission

A designation to determine what Totango functionality is available to team members. You can use system default roles (Admin, Regular User, Team Admin) or create a custom role. You can also set different roles for users when switching between teams.

Catalyst reference: Role / Permission 

 

Team

A grouping of Totango users that represents your internal organizational structure. Use teams to configure visibility among your team members with regard to scope of accounts and SuccessBLOCs.

Catalyst reference: Group 

Data

Account hierarchy

The parent-child structure you use for your account records that supports your customer data and engagement models. A flat hierarchy refers to a 1-customer level; a multi-level hierarchy refers to anything more than 1 level.

Catalyst reference: Parent rollup

 

Attribute

A data point about your customer. You can create your own attributes from within Data Modeler or during an integration. Available data types vary by object and source. 

Catalyst reference: Field 

 

Custom metric

A special type of attribute that uses mathematical operators on account attributes. Use a custom metric to demonstrate business results to your customers, such as increase in revenue, improved productivity, or higher quality of service. 

Catalyst reference: Calculated field

 

Data Modeler

Define how your customer data must be represented and stored. After getting your customer data into Totango from a variety of sources, use the Data Modeler to manage attributes for account, user, and collection objects. 

Catalyst reference: Object Configuration

 

Dimension

A logical group of account and user attributes. Use dimensions to quickly find attributes when creating segments, viewing account profiles, and defining health profiles.

Catalyst reference: -

 

Lifecycle status attributes

A classification system to group customers within pre-defined stages. Use lifecycles to automatically track time between each stage until an "end stage" is reached. An account can be going through multiple lifecycles and progress differently between them, such as in the "Onboarding" stage of the customer journey and the "Integration" stage of the onboarding process.

Catalyst reference: Customer journeys

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