Transcript
In this video we’ll explore the My Portfolio view in Totango. Major topics: How do I adjust the widget? What are the best practices for staying on top of notifications and completing tasks?
My Portfolio is typically the home page for most Power Users because it’s where you manage your daily activity–but if not, you can find it in the left nav. The My Portfolio widget is a snapshot of your accounts. We can see overall contract value and Health and then a breakdown of different health dimensions, or if your health profile is set up for account health it may look different. The accounts that are included in this snapshot can vary depending on the scope you define using this Settings button. If this button is not available to you, your Administrator has chosen to lock your portfolio and has likely already chosen the scope that makes the most sense for your role.
I’m currently looking at all my company’s customers that I have access to. But as a CSM, I’ll likely want to set this to only the accounts where I am assigned. Or if you’re a Team Lead or Manager, your scope will likely be wider so you can see a bigger picture for your entire team. If you add multiple filters, by default they are treated as an AND, not OR. For example, show me all paying accounts AND Contract value between $50-75K. You can learn to do more with segments in another video. Whatever filters you set here, just note that any accounts added to your attention center will automatically be part of this data set. We’ll talk about Attention Center in a moment, but if you note that 416 accounts met this criteria, actually it includes this one here as well (that I had previous pinned), whose contract value is outside of the range I specified. SO if I remove that pin and refresh you’ll see the widget adjust.
Moving to the Notifications tab, this is where you see a feed of activity related to your customers. What kind of activity will you see here? That entirely depends on your filters, but it could include any of these event types–a change in health, a new survey response, a milestone, a touchpoint. Some events get triggered automatically, so these notifications help you stay informed as these automations are done for you–like sending emails to customers, changing attributes, or giving you a quick nudge when important changes happen. Other events happen when you and your team members manually track activity, send one-off customer emails, and assign work that needs to be done.
A good practice is to treat this as your personal inbox and work toward all unread. Start at the top, take a look at the item, and mark it as read once you are ready to move on. Even though you mark these as read, they don’t disappear. They live in the account profile page forever. You could also pin the account for later, which shows up in the Attention Center that we referenced earlier. You can also preview the account details without leaving the page you’re on, or you add a task or touchpoint. You’ll learn more about these items in a later video, but a task is essentially a virtual sticky note or a to-do that you want to remind yourself about, and a touchpoint is a virtual diary entry or a log of some form of meaningful engagement that already happened.
If your portfolio is rather large, you may want to limit the notifications you see by limiting to the event types that are most important to you, or showing only your activity. For example, limiting to My Activity would prevent me from seeing a touchpoint that my Account Executive on the sales side has logged with your customer. You can also filter by SuccessFlows, which are categories of activity.
Moving to the Agenda tab, this is your actual to-do list. So where Notifications include ALL event types, this tab shows you just your “tasks” event type (or to-dos). Tasks can be automatically assigned to you via trigger on a SuccessPlay, or they can be manually added by yourself or someone else on your team. Since Tasks are time-based, you can filter by completion status and again by SuccessFlow or category. For the date range, I like to live in the current week to drown out the noise. I complete tasks like a virtual check list, or I move the date if necessary. Then on Fridays, I look ahead to the next week. If enabled by your Admin, you can also adjust your notifications to get email reminders for tasks and notifications. The Agenda tab here looks similar to the Plan tab on each account profile, except here it includes tasks from all accounts in your scope.
The Attention Center is your virtual bulletin board for any account that you want to stay informed on. As we saw earlier, you can pin an account from your Notifications and Agenda tabs, or directly from an account profile. Finally, the My Folder tab is your own personal space for saving segments outside of the global segments that you’ll find within SuccessBLOCs. Learn more about segments in another video.
