In the article, you will use a simple data model workbook to better understand the required attributes to create accounts in Totango and how to model your data with your customer hierarchy.
If you are not sure what your customer hierarchy is, use our questionnaire to help guide you!
Before you get started, make sure to familiarize yourself with the basic required attributes for accounts.
Required Attributes for Accounts:
- Account ID
- Account Type
- Account Name
Setting up your Data Model Workbook
Download our Data Model Workbook (linked at the bottom of this article) and pick the tab that represents your customer Hierarchy.
Step 1: Select the tab that represents your hierarchy
- Columns D-F will represent the various levels in your hierarchy. Each column header represents the name of that Account Type. Edit these column headers if you would like to use different Account Type names (For example - you might use 'Corporation' to represent a Parent record).
- If you have multiple Products, the best practice is to use Account Type=Product and then use a 'product_id' to distinguish between different products.
Step 2: Review all instructions and embedded notes.
Attributes in red are required.
Cells highlighted in yellow represent the level of the hierarchy where that attribute value should be brought in.
The pink column represents your Customer Success Working level, this is where your CSMs are assigned to manage the account and where they will log their engagements.
Step 3: Adjust your Customer Success Working level (if you have multiple levels)
- By default, the workbook has the 'Customer' record as your CSMs working level. If your CSMs are assigned at a different level, for example, they are assigned at the product because they have product specialty, then move the working level.
Now that you have selected your hierarchy model, the workbook provides a list of account attributes for each account record to import your customers and create your hierarchy.
If you have a flat hierarchy, then all of your data will be imported into the same record type (or Account Type):
But if you have 2 Customer Levels, you will need to have two 'Account Type' values (such as "Parent" and "Customer") and some data will be brought into the Parent records and other data into the Customer records:
Note: Notice that any record that has a parent account, must also have a parent_id value which is the Account ID of the associated parent.
Now you are ready to import your customer data and have a list of what attributes to bring.
- Adding Accounts to Totango
- CRM integrations
- CSV integrations
- CSV files with Hierarchy
- Datawarehouse integrations