Customize account profile layouts

Who can use this feature?

  • Global admins, team admins, or users with advanced permissions
  • Available on all plans and license types

Each account type that you use in your hierarchy may have different data points that are important, and each team may have different data points that are important for them on those account types. Customize an account profile to present relevant data for each account type and team. 

Customize layout

Decide which data you would like to show for each account type. If you want to apply changes to all teams, you can start from any team. If you will customize settings for a particular team, switch to the team that you want the settings to apply to before you begin.

  1. Go to an account profile for the type you want to configure.
  2. From the Ellipses button, open Settings.
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  3. On the Web Layout tab, ensure the right Account type and Team is selected. If you don't see the option you're looking for, ensure you switch to the right team prior to making customizations.
  4. In the What type of account is this? drop-down, choose Ultimate child if this account type is the very bottom of the hierarchy. Otherwise, choose Parent for anything that is not an ultimate child, which allows you to customize the levels of the account differently and provides different customization options.
  5. Within the Overview, Medium Widgets (Left), and Sidebar Widgets (Right) sections, clear or select the boxes for each section that you want to remove or add to the profile.

    See below for descriptions of each option.

  6. Clear or select boxes for Timeline, Plan, Usage, and Assets to remove the tabs that appear at the top of the profile. Expand the Usage tab for more options.
  7. Repeat the relevant steps for the Mobile Layout tab if your teams are using Totango mobile apps.
  8. Click Save.

Sections

Overview
Profile Header Removing the profile header might be useful for certain account types or child accounts where the important attribute information is actually housed at a different account level. Otherwise, it's recommended to leave the profile header and instead customize the individual widgets, such as adding/removing attributes on the Key Info tab.
Medium Widgets (Left)
SuccessFlow Status Display current stage for various lifecycle statuses.
Health If using hierarchy, you may want to display health for some account types but not all.
Key Metrics This widget will display an area for you to create your own set of KPI scorecards that are important for this account type and/or team.
Leaderboards User Leaderboard displays the top and new users, and how much they use the application. Usage Leaderboard shows what the users are doing in the application, comparing the active users per module with similar accounts (the average active users in the accounts of the same health profile).
Support If available, display Support Statistics.
About the Company Detailed customer information including, description, social links, and company domain (if a value is defined).
Account NPS Displays related NPS surveys submitted by account level contacts.
CSAT Responses Displays related CSAT surveys submitted by account level contacts.
Sidebar Widgets (Right)
Open Tasks Displays open tasks for this account.
Timeline Displays recent activities on the account's timeline.
Account Assignment Displays other team members who are assigned to an account role. Allows your team to modify assignments.
Contacts Displays users of this account that have been marked as a contact or key contact. Allows your team to add new contacts.
Assets Displays key documents and other artifacts related to account.
Tags Displays account-level tags. Allows your team to add new tags.
Campaigns Summary Campaigns that have targeted an user associated with this account.
Collections

Add or remove collections of custom information

Mobile layout considerations

The mobile app supports all widgets except the following:

  • Campaigns
  • Sub-accounts widget (for parents accounts)
  • Any collection widgets

Mobile app layout is independent of web layout. However, the following widgets rely on the web layout configuration if adjusted individually:

  • Key Info
  • Flow Status
  • Key metrics

Tab information is not available in the mobile layout. Disabling the PLAN or TIMELINE tabs for mobile layout prevents mobile users from creating tasks and touchpoints.

After saving changes to mobile layout, close and re-open the application in your mobile device.

Customize visibility for privileged elements

Privileged elements can be optionally removed from an account layout for users who don't have full access to the account. By default, the Contacts widget and any collection can be marked privileged. Admins can mark additional attributes as privileged from Data Modeler.

  1. From within the account profile settings, click the Visibility tab.
  2. Select the box next to the component you want to mark for Privileged Access.
  3. Click Save. Only users with full access to the selected account can see the item in their view. 

Customize external links and tabs

Optionally add shortcuts to third-party systems from the account profile. You have two options:

  • External links: Displayed as a menu item from within the Ellipses menu.
  • External links tabs: Contents is embedded as a tab within the profile (up to 3). Common uses cases include PowerBI, Looker, and other analytic applications.
  1. From within the account profile settings, click the External Link tab.
  2. Click Add New.
    • For third-party system links, choose a name, icon, and a link pattern using account specific attributes to make the link dynamic per account (such as sf_id)
      Screen_Shot_2019-10-01_at_3.05.39_PM.png

      The "Open with Salesforce" link will be enabled if there is value (Salesforce id) in the system account attribute "sfid". The display name is "CRM System Account Id."

    • For external link tabs, choose a name and external link that supports embedding. Links can be dynamic so the data displayed varies for every account.
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  3. Click Save

Customize individual widgets

Some widgets allow additional configuration, such as the profile header. Adjustment of widget settings applies to the account type that you are currently on. If you want to apply changes to all teams, you can start from any team. If you want to customize settings for a particular team, switch to the team that you want the settings to apply to before you begin.

  1. Go to an account profile for the type you want to configure.
  2. From the widget you want to configure, click Settings (gear icon).
    Screen_Shot_2019-10-01_at_3.22.56_PM.png
  3. Make your changes, and then click Apply.

When adding an attribute to a widget in a product or sub-account level, the attribute will only display if it is available to the current account profile.

Considerations for profile header widget

The Key Info tab displays different date attributes according to the contract status of the account.

  • Paying: Displays create date and contract renewal date
  • Free: Displays create date and trial expiration date
  • Canceled: Displays create date and cancel date
  • No status: Displays create date

Attributes with no value do not appear on the Key Info tab. Removing attributes from Key Info still allows users to access the attributes from the All tab, which also provides a history of changes.

If you have account hierarchy in place, and already defined your rolled-up metrics, you will be able to choose which metric to present for parent accounts: parent attribute/custom metric value, roll-up value as sum, roll-up value as average. 

FAQs

Question: The hierarchy doesn't appear as expected.

Answer: A possible cause can be the configuration of the parent/child account. Within account profile layout settings, ensure that the parent and child accounts are configured properly under the Tabs layout section. Any parent account in the hierarchy should be as follows:

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Ensure the ultimate child account is configured as follows:

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