As all data in Totango, your Totango Global Admin can use the Customer Data Hub to manage your customers' hierarchy. Whether you are using one-time upload or setting up a recurrent upload, Totango will use the data, mapped to parent_id attribute to build and update the hierarchy of your customers.
Read more (and watch the Video Tutorials) about the Customer Data hub.
Setting up your Hierarchy
Let's assume your customer hierarchy is based on 3 levels (Organization> Region> Product), and we will use the following customer to describe the process.
In order to set up the above customer hierarchy in Totango, you will create a CSV that contains the parent_Id of each level (under the Organization) as follow:
In the above example:
- For account names 'US' and 'EU', the value will be the account Id of 'Totango'.
- For account names 'Totango Dev' and 'Totango Prod', the value will be the account Id of 'US'.
- For account names 'Totango Eu', the value will be the account Id of 'EU'.
I will also add the type for each account, and the final CSV will look like this:
|Account Id||account_name||parent_id||Account Type|
Validating the hierarchy
After processing the data, Totango will build the hierarchy which will look like this (please note that it might take a few minutes after the file processed, for the hierarchy to be built):
Take the following steps, if your hierarchy still not appears after 30 minutes:
- Check the Customer Data Hub -
- Did your file process complete?
- Did you map the parent account id (of the child accounts) to 'parent_id' attribute? If not, upload it again with the correct mapping.
- On child accounts, check the value of 'parent_id' (under Information Tab) - does it have the correct value (i.e., the account id of the parent account)?
If the hierarchy is still not appearing (or appearing incorrectly), please send all the details to email@example.com. Make sure to detail as much as you can (including an example of accounts IDs, filename, time of uploading and hierarchy expectation).
Q. How many files do you need?
A. You can use a single file or multiple files. From our experience, it is always easier to have one file per level, but there is no limitation on the number of files you can work with.
Q. Does the order matter?
A. No. As every child account "holds" its parent, the order of the files and the accounts does not matter.
Q. How to reference the parent account
A. Use the account Id as a reference. For example, 'US' region holds, at the 'parent_id' attribute, the account Id of 'Totango' Organization (acc_1).
Q. How to set the account type
A. The Account Type can be set up using the 'Account Type' attribute. Make sure each level of the hierarchy has a different Account Type, which identifies the level itself (for example, values could be Organization or Company, Business Unit or Region, Office).
If the level identifies the product, use 'Product' as the Account Type and identify the variety of your product using the attribute 'product_id'.
Q. How to send the same data to multiple account types/levels
A. Sometimes, you will need to use the same data in different levels of the hierarchy (renewal date, Status and more). While numeric data can be rolled up the hierarchy (using Sum or Avg functions), other attribute types (such as Date, text, Lifecycle, and list) cannot and need to be updated using the CSV files for each Account Type. Just copy the needed data across all the levels and upload the data. For example, the next CSV will set up the attribute 'eligible' with the value 'yes' to all the hierarchy:
Q. How to set up roll up values
A. On Data Modeler page (under Global Settings --> Data Management), click to add a new account attribute and select the Hierarchy Roll-up option.
Then, select the source attribute (any numeric attribute), the formula (Sum, Avg or both) and the Dimension.
When you save, Totango will create the roll-up and start to calculate the roll-up with the current data.
Read more, on how to use Hierarchy Rollups here.
Q. How to set up a new integration & map your file
A. Read and view our tutorials to learn how to use the Customer Data Hub