The Customer Experience Canvas makes it easy and fun to design, build, run and optimize your customer journey in one place. By bringing together all of the automated SuccessPlays and Campaigns within a SuccessBLOC into one workspace, Canvas enables your teams to visualize your complete engagement model, hone in on gaps and implement changes quickly.
Who can access the Customer Experience Canvas?
Access to the Canvas is determined by permissions in Global Settings > User Management > Permissions> Application Permissions. By default, only Global Administrators have access to the Canvas.
Who can make changes to the Canvas?
The following users can make changes to the Canvas:
- Global Administrators
- SuccessBLOC Collaborators (only on specific SuccessBLOCs where they are currently a collaborator)
- SuccessBLOC Owners (only on specific SuccessBLOCs where they are currently the owner)
Which Campaigns appear on the Canvas?
All Campaigns appear on the Canvas automatically, with the exception of one-time campaigns that have already been sent, and campaigns with a status of “Archived.”
Which SuccessPlays appear on the Canvas?
All SuccessPlays appear on the Canvas automatically, with the exception of SuccessPlays that can only be triggered manually.
Can I remove Campaigns and/or SuccessPlays from the Canvas?
Campaigns and SuccessPlays are added to the Canvas automatically and cannot be removed without deleting the Campaigns and/or SuccessPlays from the system. We suggest moving Campaign and SuccessPlay cards that you do not want to see into the “Unmapped Cards” track and minimizing the track when it is not in use.
Why don’t I see all of my Campaigns and SuccessPlays on the Canvas?
Campaigns that have been sent in the past and SuccessPlays that can only be triggered manually do not appear on the Canvas.
Is there a limit to the number of tracks I can create?
There is no technical limit to the number of tracks that you can create; however, we generally recommend keeping the number of tracks to about 10 or fewer.
What types of tracks would you recommend?
We recommend that you create tracks to represent stages of a process, such as the stages of onboarding; to represent categorical or situational engagements, such as creating tracks for different types of risks; or segments of customers, such as tracks for NPS promoters, passives, and detractors. For more recommendations and best practices on creating tracks, check out this article: Best Practices for Creating Tracks.
Can I set canvas as my default view?
You can select a specific SuccessBLOC as your default homepage; however, you can not dictate which tab at this time. Current behavior sets the scorecard of the SuccessBLOC you choose as your homepage.
Can I grant visual access to canvas to colleagues without providing them the ability to edit?
Yes. Only global administrators, SuccessBLOC owners, and SuccessBLOC collaborators can make changes to the Canvas. All other users have view-only access.
Can I see the number of accounts last targeted by a SuccessPlay or Campaign without clicking into each individually?
SuccessPlay and Campaign metrics are only available in the expanded view at this time.
Within a track, how do I know which campaign/SuccessPlay comes first in the process?
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.
Is there a visual of the canvas I can download?
Yes! You can download an image of the Canvas by clicking the “Share” button.
Are there performance metrics for each SuccessPlay and Campaign that I can see from the canvas?
Yes. Click on any card to expand it and get a snapshot of its performance. With campaign cards specifically, you can also view more detailed performance metrics by clicking the “View Performance” icon in the top right corner.
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