Implemented

C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customer

  • 23 September 2015
  • 39 replies
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39 replies

Userlevel 6
V1 of this is planned for November release
Userlevel 5
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Great news. Can you elaborate on the planned functionality?
Are we going to be able to show this field on the Account?
Userlevel 7
Jeff - For such additional objects as 'Infrastructure Intelligence', do you see having multiple records per Customer (1:M), or always one essentially extending the Customer object (1:1)? In the former scenario, adding fields is tricky since you'd have multiple values per Customer.

Regarding your second comment on a VP needing a quick overview of what's up with a Customer, I see two paths that are not mutually exclusive:
  1. We have a more static Profile section that has all this information bubbled up.
  2. We merge this with Activities & Timeline in two possible ways: 
  • We have the ability to flag the most critical bits of information on the Timeline and that's what is consumed first for a quick overview.
  • We have a new type of Activity that captures such Overview/Profile type updates. This way, you get a history of changes and are also able to quickly filter and consume specific types of details on a Customer's Timeline.
Thoughts?
Userlevel 7
V1 of the Activities & Timeline feature will be restricted to C360, but we'll extend to other areas such as R360, Account widget and Cockpit soon after. 
Userlevel 5
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Will the Activities and Timeline feature enable free text notes capturing (as described in the original request)?
Userlevel 7
Yes, you'll be able to post free text notes/updates as well as customer interactions such as calls, meetings and emails.
Userlevel 7
Hi,

V1 of notes, activities and timeline is available now. Please let us know your feedback.

Thanks,
Nitisha
Userlevel 7
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Hi Nitisha,

Thank you for the update. We are hoping to update a date field based off of certain notes being created. 

Can you help me understand what objects we need to pull off of in reports or rules for Notes in the Timeline?
Userlevel 7
Hi Lane,

Reporting or building rules on this data is not possible currently, unfortunately. We are actively working on it, though, and we are also considering providing certain roll-ups directly at the Customer level. Would something like Last Activity or Interaction Date cover your use-case?
Userlevel 7
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Hi Manu,

We have a custom field called "Last Meeting" we would like this to be written to.
Userlevel 7
Thanks, Lane! Do you see yourself doing this for every Activity type (Last Meeting, Last Call, Last Update, etc.), or just a select few (perhaps the ones that count as a customer interaction)? Would a combined date including multiple types be of interest (Last Interaction, Last Activity, etc.)?
Userlevel 7
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We want to do it for phone call and meeting.
Userlevel 7
Thanks, Lane!
Userlevel 6
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Manu,

We are a new customer and one of the big hold-ups for us is the lack of a profile section as Jeff previously mentioned:
-a definable series of free text or other editable fields to capture more detail about an account that can be used as a quick reference.  
- Think if VP needs a quick overview of important details before calling executive contact at the customer. 
- We wouldn't need several versions of these fields, just one that can be constantly updated by the CSM.
- Leverage the MDA objects we can create to shape what those fields are per customer.

Could you shed some light if this is still in the roadmap and an ETA?

Thanks!!!

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