In a high touch model, every customer has a team assigned to it which handles this customer needs - these are account assignments.
Typical account assignments are success manager (CSM), sales manager, renewal manager, upsell manager, technical lead, executive sponsor,...
The purpose of the article is to explain how to assign a particular account role to a user.
This article includes the following topics:
- How Account Assignments Are Managed?
- How To Update Account Assignment Data
- How should I Use Account Assignment
How To Create Account Roles?
How To Update Account Assignments In Bulk
Account assignments can be uploaded to Totango via integration hub data files or sync it from your company CRM system.
An account assignment in Totango DNA-CX includes a user name and user email.
The recommended way to upload account assignment is using the user email and map it to the account role system attribute <account role>___tid (contains three underlines), for example, CSM___tid.
The user name will be resolved and updated automatically by Totango DNA-CX.
How to upload account assignments from a file
This is an account sample file containing account role assignment:
How to sync account assignments from CRM
This is how an account role assignment should be mapped:
How should I Use Account Assignment
Use account role across Totango to view the team assigned to each customer, and assign work and engagements to it.
You can view and assign an account role in account profile and segments
You can create a SuccessPlay to automatically assign tasks to the relevant account role, or define an account role as the Campaign sender / BCC.
An admin can configure the system permissions by account role
Question: Can I continue updating the account role name like today?
Answer: Yes! We are encouraging all customers to use the new method to update account assignment in order to enable differentiate between users with the same name, however, the system is fully backward compatible and you can keep your current settings.
Question: Can I update the account role name and email?
Answer: Yes! Totango DNA-CX will use the email as the account role identifier.
Question: I update the account role email but this user is not an existing Totango system user?
Answer: Totango DNA-CX stores the account role email and once this Totango system user will be created, its name will be updated for all its the account role assignments
Question: What happens when the account role name is uploaded but this user is not an existing Totango system user?
Answer: Totango DNA-CX stores the account role name and will resolve and store its email based on the existing Totango system users.
In case there is no user matching this name or there are several users matching this name, it will not be resolved nor stored.
Question: I am currently sending the account role email to the account role attribute (not to the new <account role>___tid attribute), should I change it?
Answer: No. You do not need to change it. You can continue updating the account role attribute. Totango DNA-CX will resolve and store the account role name based on the account role email.
Please note that when you search for an account role, you should search for its name and not its email.