Create and manage tracks

Who can use this feature?

  • Global admins, SuccessBLOC owners, and collaborators
  • Users have view access to SuccessBLOCs that are published to a team; additional view access permissions to individual SuccessPlays, campaigns, canvas, and objective templates vary.
  • Available on all plans and license types

Canvas allows you to model your SuccessPlays and campaigns into tracks that represent your processes, including stage-based (linear) and situational (non-linear) phases. Labels add another visualization layer for representing micro-journeys.

Best practices for using tracks

Tracks can model your flows by journey stage, customer segments, or any other logical grouping that makes sense to your business.

  • Tracks should use your business language
  • Make tracks more visually impactful and fun with emojis
  • Keep the number of tracks between 3-10. There is no technical limit to the number of tracks you can create, but it can be difficult to visualize an entire flow if it stretches too far beyond the margin.
  • If you have a linear flow within a single track, we recommend organizing them in sequential order from top to bottom, with the first engagement at the top.

Example for stage-based flows

For stage-based flows and processes, we recommend creating a track for each stage of the flow.

Project-based onboarding:

Screen_Shot_2021-09-10_at_2.43.59_PM.png

Freemium sales cycle:

Screen_Shot_2021-09-10_at_2.42.14_PM.png

Renewal process:

Screen_Shot_2021-09-10_at_2.45.07_PM.png

Example for situational or segment-based flows

For situational-based flows and processes, we recommend creating tracks that group workflows into logical categories or associated with customer segments (e.g., NPS promoters, passives, detractors).

Risk detection and resolution:

Screen_Shot_2021-09-10_at_2.46.47_PM.png

Driving product adoption

Screen_Shot_2021-09-10_at_2.47.33_PM.png

Customer nurture:

Screen_Shot_2021-09-10_at_2.49.27_PM.png

Apply labels to tracks

Labels are useful for visualizing micro-journey, especially on very large canvases. For example, you may have an onboarding SuccessBLOC with different campaigns and SuccessPlays for your Enterprise and SMB customer segments. Using labels, you can filter items to see distinct journey within the same canvas.

  1. Open the canvas you want to apply labels to.
  2. Hover over the card and click the Ellipses (...) to view the card menu.
  3. Click Labels, and give your label a name and color.
  4. Apply the label to other cards on your canvas from the same name.
    2022-06-12_18-40-55.gif

Manage labels

Labels are visible between SuccessBLOCs within a team. Changes made to label properties will be applied across all SuccessBLOCs in the team.

  1. Open the canvas you want to apply labels to.
  2. Hover over the card and click the Ellipses (...) to view the card menu.
  3. Click Labels, and click Settings (cog wheel).
  4. Modify the properties for an existing label, or add a new label.
  5. Click Save.
    2022-06-12_18-50-12.gif

To remove a label, click the X next to it.

FAQs

Who can create, update and delete Labels?

Global admins, the SuccessBLOC owner, and collaborators can create, update, and delete labels in a SuccessBLOC; however, SuccessBLOC collaborators cannot delete labels that they did not create themselves.


What happens when I copy campaigns or SuccessPlays to a different team?

When a campaign or SuccessPlay is copied to another team, its labels are copied along with it, and one of the following scenarios will apply:

  • If a label does not already exist, it will be automatically created in the new team
  • If a label text matches, but the color does not, the label color will be changed to match the color in the destination BLOC.
  • If the label text matches, but the case does not (e.g. SMB vs smb), the text will be changed to match the case in the destination BLOC.

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