Quick Tip Video - Segments

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Transcript

In this video we’ll explore Segments. Major topics include: Segmentation objects and filters, saving and copying segments, and segment views.

You can think of segments as groups or list views of customer data based on different business questions: Who do I want to know something about and what do I want to know about them. Segmentation exists throughout Totango to drive health, reporting, and automation through campaigns and SuccessPlays. Much of what you learn in this video for using filters applies to other segmentation engines.

To create a new segment, click the down arrow in the search box, or use the Create Segment option in the quick actions bar of My Portfolio. You can also copy from an existing segment, which is particularly handy to avoid setting up all of your columns and filters again. More on that in a moment.

The primary types of data in Totango are accounts and users, but you can also segment on touchpoints, other available collections, and Totango Users (if permissions allow). The object you choose determines the data returned in the result set. For example, account segments return rows of accounts; user segments return rows of users; touchpoint segments return rows of touchpoints, and so on. You can also start with some shortcuts to make things easier.

For example, if I choose My Portfolio, Totango will create a new account segment for me and automatically apply the filters that exist in the My Portfolio widget, in this case, where account assignment matches my name. I see that I have 26 accounts where I’m listed within the Account Assignment widget of the account profile.

Let’s say that I’m also interested in knowing what other team members of mine are assigned to these accounts and what their roles are. I can click Edit Columns and display additional attributes in the result set for anything I’d like to see. To refine the list, I can add filters. Because this is an account segment, I can filter by any account attribute or user attribute. Collections filters are available too, and they appear within the list of account options, such as Touchpoints or Support data.

Let’s say I want to see which of my accounts are renewing next quarter. I can start typing “Renewal” to see which attributes are available. Contract Renewal Date is what I want. Once selected, I see options for how Totango should apply this filter. Since I’m looking for next quarter, I’ll choose that option. Note that I’m also automatically adding this data point as a column so I don’t have to manually edit columns like we did earlier.

When I click Apply Filter, I see accounts assigned to me AND that are renewing next quarter. Changing to OR would give me all accounts assigned to me plus any accounts renewing next quarter, whether they are mine or not. Each time you add a filter, you can choose to add filter groups to apply advanced logic, similar to parentheses within a math equation to determine the order of and/or logic. For example, show me all of my accounts that are renewing this quarter OR next quarter AND that have a key contact defined. Make note of special filters that allow you to set up criteria based on changed values as well as apply multiple values to the criteria itself. Learn more about filters in the Help Center.

To save this segment, give it a name and description. For location, you can save it to your personal folder, which will automatically make the segment private–only available to you. You can also save to the Segments tab of any published SuccessBLOC. Segments saved within a SuccessBLOC are typically set up around the theme of each BLOC (such as renewal or engagement) and the reason they live within the BLOC are to power KPIs or reports within the BLOC. If you’re an admin or collaborator, you can save a segment within a BLOC as public for anyone who can access the BLOC. If you are not a collaborator or admin, the segment will still live within the Segments tab of the BLOC, but it will remain private to you. In our example, let’s just save it to My Personal Folder.

Now, I can go to My Portfolio to see this segment for quick access, and it’ll also be available within Search. Segments are dynamic, which means that if any of these accounts renew, or when the next quarter starts, they may drop out and new accounts may come into this segment. So I always have this quick, easy way to see which accounts match the criteria today.

If I want to make any changes to this segment, I can save a copy or save it and overwrite (because it’s private and I own it). Only if I am an admin or a SuccessBLOC collaborator can I overwrite a public segment. Use caution whenever saving segments because they may be referenced in a KPI, other segments with the Is in Segment filter, or automation tools like campaigns and SuccessPlays. Finally, let’s look at what you can do with segment views.

When looking at any account segment, you can further filter the data on the fly to show only Your Accounts like a toggle, without having to create another segment, like we did earlier. We could have instead started with All Accounts and then used the toggle to filter by our own. I can also click inside any cell to edit the attribute value right from this view.

You can even update attributes in bulk, if permissions allow. You can learn more about updating attributes in another video.

For account segments, you may find it helpful to switch to Progress view, which allows you to group the data by different statuses as well as stages if you’d like. This view is highly visual.

The Timeline view let’s you see a short version of the timeline of recent history along with key information. In another video, learn more about suggested uses for reviewing portfolio timelines during 1:1s with your team.

The last view is the work view, which shows you open tasks on the accounts in this segment.

For any segment you have access to change, you can also save the default view. Anyone else who can access the segment (if public) will go directly to the saved view of your choice. You can also export segment data, follow a segment to get an email digest, and dynamically apply tags. Visit the Help Center for more details.