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- Because Totango is schema-less every record in Totango is the same object type, an Account.
- Totango does allow you to have different objects, but this is done by way of an identifier which can be changed at any time, so a record in Totango can transition from one type to another without any need for data extraction/load.
- A user is sub record of an Account.
- A user cannot exist in Totango without an association to an Account.
- Users have three states of elevation: User, Contact, Key Contact.
- In order to be a Contact they have to be a User, and in order to be a Key Contact they must be a Contact.
- Often customers ask "I only have contacts. They are not users, how do I account for this?" A user in this context does not mean they are a user of your platform. This is a data type for the record in Totango, and thus should be brought into Totango as Users and elevated to Contact.
- A collection is a list of data related to an Account.
- A collection cannot exist in Totango without an association to an Account.
- Some examples of collections are lists of Support Tickets, Opportunities or NPS responses.
- You can have as many collections as you want in Totango. There are two types of collections virtual and standard.
- Standard Collection:
- A standard collection is one where you will load all the data into Totango either via API or CSV.
- A standard collection can be updated in real-time using API, or as quickly as every 15 minutes using CSV or Data Warehouse or CRM.
- Virtual Collection:
- A virtual collection is a direct query to the data source where this list exists and is fetched live when the user loads the account record in Totango.
- A virtual collection cannot be queried within segmentation, so if you plan to take action on a collection you must use standard.
- If your goal is real-time information at hand then use a virtual collection.
- Standard Collection:
Account: Every record that gets brought into Totango needs to have a globally unique Account ID associated to it. This ID should not have special characters within it. _ and - are supported.
User: Every user record must include a UserID and an AccountID. The same user ID can exist across multiple Accounts. Generally customers use the users email address as the user ID.
Collection: Every collection record must include a CollectionID and an AccountID. The same collection ID can exist across multiple Accounts.