Super User Training: CSM - 10 June 2025
Super User Training: CSM - June 10
VIEW RECORDING - 57 mins (No highlights)
@0:00 - Veronica Sjöstrand (Assessio)
It's like it was ages ago.
@0:02 - Jonathan Riis Gilmartin (sunrise.dk)
Yes, that's true actually. I'm good, I would say. It's lovely rainy weather as always in the summer and you know it looks way better in your end than in my end.
How are you? is really good. It was nice. How are you? I'm some air so I'm sitting outside.
@0:23 - Ott Niggulis (Wisnio)
Hello.
@0:25 - Jonathan Riis Gilmartin (sunrise.dk)
Nice to meet you.
@0:29 - Ott Niggulis (Wisnio)
You have met before? No.
@0:34 - Jonathan Riis Gilmartin (sunrise.dk)
We have been introduced on the town hall but that's it. Aha. That makes sense. That makes sense. And I'm guessing you have been introduced officially now as a new role.
Maybe that was last week. I don't know. I think last week, yeah.
@0:49 - Ott Niggulis (Wisnio)
That was last week. Nice, nice. All right. Super.
@0:56 - Jonathan Riis Gilmartin (sunrise.dk)
Hello. Hello.
@0:58 - Ott Niggulis (Wisnio)
Hi. I invited Emily as well. Yeah, yeah, perfect. That's perfectly fine. Alrighty, so we have today super training for CSM overall.
@1:12 - Jonathan Riis Gilmartin (sunrise.dk)
I will say I have, of course, something prepared, but we also do have some room if there are some things that you would like to cover today, Veronica or me.
I don't know if there's anything specific you would be looking for today as well.
@1:31 - Ott Niggulis (Wisnio)
And we have lots and lots and lots of stuff.
@1:35 - Veronica Sjöstrand (Assessio)
We could either discuss the kind of best practices thing that I spoke about this morning. Otherwise, we can add on some more things about editing the pipelines or creating new pipelines.
But I think I guess that's something we're doing today. So I don't think we need to do that specifically and also goals.
on! some examples for And I started working with goals, but it is a very blunt instrument, and need some help.
@2:07 - Jonathan Riis Gilmartin (sunrise.dk)
It is blunt, that's true, and sometimes we have to solve goals in different ways, depending on how you want to set up the goal.
It might be what we can do in this scenario.
@2:21 - Ott Niggulis (Wisnio)
Yeah, let's try to see if we can play around with those, if we have some time left.
@2:26 - Veronica Sjöstrand (Assessio)
Yes, I think that makes a lot of sense.
@2:29 - Jonathan Riis Gilmartin (sunrise.dk)
I will just do this. I don't have to get disturbed by all my tabs. Oh, great. So, I'll zoom a little bit as well.
So my plan today initially was to show you how the backend works for services and for pipelines, both service pipeline and the existing customer pipeline, or process, however you want to call it.
That was the first plan, then we'll probably have some questions around that. And then if you want to work with that pipeline and process and what you can actually do, I'll also just show you some things that can be done in that.
And also the possibility to do simple automations based on your process or your pipeline. Because there might be some things that you think could actually make sense to do based on the process or part of the process at least.
So I find it the easiest if you want to change something. Let's see here. If you want to change something specifically, for example, in the service or a pipeline, you can go directly to the object.
So it could be services, for example. So here we are in the onboarding process. And then you can click on the wheel here on the top right.
Because then you will be navigated directly to, you can say, the object in. All right. Actually, does not do that here for me, which is weird.
Anyway, here we go. Oh, should work. Here we go. To services, for example, if we are in the service part, and here you can change a lot of things.
I'm recording this as well, so you'll get the recording. You'll get the recording also on the training page that we have.
You will have your own section called CSM section. I'll save there for you later. So here you can see we have different tabs.
We have the setup, and the setup is basically what do you see when you create a new service? So what's the mandatory things to either fill in or what is actually mandatory?
Here we need a name, we need a pipeline, we need a stage. And then you can see if you choose onboard, then we also have panes and value drivers, if that's something.
don't that's needed. Actually, not sure it's needed. But anyway, now you can see it. yeah, this is a conditional.
So if you choose a specific pipeline, you can ask for more information or you can ask for less information.
That's really up to how you want to define it. And it's the same thing for here. So you can you can change these and I put some things in here that I thought would not be needed.
So, for example, actions done to prevent churn and churn because when you create it, you don't really you don't necessarily need this.
So instead of having them here, we can just remove them. You can see here. Again, you don't really need to fill that out when you create, for example, an onboarding service or a renewal service, if that makes sense.
So you can change all that here and you can, of course, also add new properties. You do that up here on the left.
So let's say we want to add. Something specific. Add a CSM owner just. For the sake of it, we can put that here, so you can just hover over, so here's CSM owner, again, most of these in the service is created automatically, you know, when the onboarding needs to happen, it will be created automatically from the sales, from new logo or existing customer pipeline, whenever renewal is happening, it will be created 120 days before renewal, right, so it's not, probably not that often that you have to create something here, but it's just so we have it.
So you can see that you can change it, sorry, and also for Ott to see, I'm sure you already know this Ott, but anyway, it's good to see it, and then you have associations, so when you, you know, what is associated to the service object, if that makes sense, so you have a company and you have a contact, basically.
If you want to make something mandatory, you can just hover your mouse over, and click here, and It's required.
If you want to make it unrequired, you just do the same thing. So it's pretty straightforward, I would say, if you have something that you want to change.
If you want to add a logic, which I find to be very useful, because you can then make it based on some information, you can say.
You can see we have one here, right? If it's on board. We could essentially add a logic where we say.
If. I cannot do this. No, OK, fair enough. That's the line. So if pipeline is again onboarding. Then we can do something here.
Based on that, does that make sense? So if I say if you choose the onboarding pipeline, you should also choose a category, I don't think.
I don't think that makes sense. But anyway. are no idea. It's a Hopspot field, but it's the exercise in it.
It can be different things, but you can make it mandatory, if you want to. And you could also, for example, create a task or something like that.
Could you do that? would be the simple automation. So that's something we can do in a minute actually. Okay, I get it.
Because right now you are editing what your colleague sees when they are creating a new service object. So that's what you're changing here, right?
Now, I don't think I need a CSM owner because we already have an owner, so I'll remove that one.
And I'll also remove country and then you can say, okay, let's save and close. So that's how you can actually change that.
Do you have a question?
@8:53 - Emelie Willman
Yeah, it's maybe more for Veronica, Veronica, but... I would would say... say... I'm thinking if this is something we could use with the migration process for the TechTouch client to make this kind of a...
Yes, we can set up a pipeline specifically for that process. great.
@9:13 - Veronica Sjöstrand (Assessio)
I think that's what we should do.
@9:17 - Jonathan Riis Gilmartin (sunrise.dk)
The TechTouch is like a self-onboarding or is it... Yeah, exactly.
@9:22 - Emelie Willman
We want to have it like self-onboarding, but we will do a lot of things in the background, but we want to make it as much as possible with the system and everything.
Yes, that makes sense.
@9:37 - Jonathan Riis Gilmartin (sunrise.dk)
We can actually get to that in a minute because originally I actually had some thoughts on how that could be done.
So we can also just take that because HubSpot has some very good ways of actually working with self-service onboarding, which is, yeah, it's a pipeline and it's workflows and emails typically that you want to combine.
@9:59 - Emelie Willman
So we'll get...
@10:00 - Jonathan Riis Gilmartin (sunrise.dk)
And that's a good example because it's always easy to learn when you get a good, a specific example, so that would be a lot easier actually.
Also, it's also fun, more fun for me. So concrete examples are perfect. The next things I just, some of these tabs will just go through, right?
But the next thing is associations. It's actually more important than you think because associations tell you what is this service object linked to?
Can it be linked to a company? Can it be Can linked to a contact? can it be linked to a deal, for example?
And if you don't do this, when you go into the object, let's just do it here. I'll take this one.
The associations is what sits on the right side. So it can actually be pretty important to just typically just set it up initially and then you don't touch it.
But it's a good thing to know if at a later stage you want the service object to be linked to something else.
This is where you change. We might, at a later stage, have another custom object for usage data. It's not uncommon to have a custom object for usage data for customers that have pay-per-click, for example.
So it might be a scenario out in the future. That's why I'm saying it as well. So this is what sits here, right?
This is objects. So you can see right now it's connected with that contact, company, deal, ticket, and services, like other services, if you had a service within the service.
It doesn't happen that often, but it might happen.
@11:36 - Veronica Sjöstrand (Assessio)
It can actually happen because we were thinking about having a pipeline for the delivery team specifically because our onboarding services pipeline right now is a mix of both kind of migration onboarding, onboarding for when you buy an add-on product, but also for kind of pure delivery of trainings.
next let's next time. you. So I'm thinking about splitting those two up to have one that it's kind of pure delivery of trainings because that's a different team.
And then you could actually have an onboarding card in the onboarding. But from that card, you can also have a delivery because part of the onboarding is delivering a training, if that makes sense.
@12:21 - Jonathan Riis Gilmartin (sunrise.dk)
That makes a lot of sense. So that's actually a very good example, actually. I'm also just looking here. Because I think actually one thing I'm thinking of now that we need to add to this is we should be able to see in the service pipeline if something is a migration or if something is a...
I'm pretty sure we put it in the name, but I would actually also like a tag just to be certain.
Because having a tag gives us like we know it's an upgrade or we know it's a migration or we know it's a new customer.
That is a really good idea, yeah, to have tag. Yeah, I think that's actually something that I will just make sure that we add, because then we can see it a little more clearly, instead of having it as onboard or migration.
Do it now and I'll see how you do it, if we have time.
@13:21 - Veronica Sjöstrand (Assessio)
Oh, do have time actually, I was just thinking if we had the property.
@13:25 - Jonathan Riis Gilmartin (sunrise.dk)
you can see here, for some reason it puts me here when I want the service object, that's not the idea, but anyway, I have to switch.
Yeah, sorry, Ott.
@13:34 - Ott Niggulis (Wisnio)
Yeah, a question, the services tab, when I create the service and it's connected to a deal, a company, a contact, does it also bring forward all the data from it or it's a completely separate thing and no data is brought over.
So, for example, like if I click on a deal, then on the deal, there is like different information, such as like this email, that email, they got this information.
Will these emails be also seen in the services tab? Not connected. So you mean like the activity in the middle?
Yeah, yeah, like the activity data also be brought into the services stuff or not? Yes, it will.
@14:11 - Jonathan Riis Gilmartin (sunrise.dk)
If you actually create a new service, you have the option to check it, saying I want to do it, when you do it manually.
When we do it with the automation, we add, I think, the last 30 days or something. Okay.
@14:21 - Ott Niggulis (Wisnio)
So it's fair. Yeah. Can this be seen also by the pipeline and stuff like that? Can those be seen by content managers, sales managers, people like that?
Or it's just the CSM people that see it?
@14:35 - Jonathan Riis Gilmartin (sunrise.dk)
No, services should be able to be seen from sales managers and content managers, so you can see what's going on on the customer.
@14:42 - Ott Niggulis (Wisnio)
Okay. And if that's not the case, then something is up, right? Because in Wisnio, like Allah, our management director, he can't see the services stuff at all.
Like nothing in it for him. Yeah, but I think, I think, no. know? know,
@15:00 - Jonathan Riis Gilmartin (sunrise.dk)
That's because we made an exception for Meryl and she has a special, she has a visual CS process. So might that, is it here?
He's not seeing anything?
@15:14 - Ott Niggulis (Wisnio)
Yeah, like when he clicks on the services, then it says that he can't access it at all, any of the stuff.
@15:20 - Jonathan Riis Gilmartin (sunrise.dk)
Aha, okay, but that seems with his permission, then we can have a quick look.
@15:25 - Ott Niggulis (Wisnio)
And it's the same thing with me, I can't access the services stuff, it says I don't have permissions, although I'm a super user.
That's really weird. You don't have?
@15:36 - Jonathan Riis Gilmartin (sunrise.dk)
If you can't see it, then it's really weird.
@15:39 - Ott Niggulis (Wisnio)
Yeah, it's kind of hard to do my job. Yes.
@15:46 - Jonathan Riis Gilmartin (sunrise.dk)
Can you share, can you just quickly share your screen while you click it so I just have the exact message that seems a little off?
@15:52 - Ott Niggulis (Wisnio)
Yeah, so, oh no. I'm not that used to Teams yet. Screen. No, No, it's
@16:00 - Jonathan Riis Gilmartin (sunrise.dk)
It's horrible, we know.
@16:05 - Ott Niggulis (Wisnio)
Oh, that's odd. Yeah, okay, sorry, you changed there, yeah. Yeah, I changed it to, yeah, services.
@16:12 - Jonathan Riis Gilmartin (sunrise.dk)
Oh no, it's actually because, it's a little weird, but services sits in the top, under the CRM record, then you have services, yeah.
@16:22 - Ott Niggulis (Wisnio)
But I was, what the hell? I was checking it, like before the meeting, was checking it, and then it said I don't have access.
@16:30 - Jonathan Riis Gilmartin (sunrise.dk)
I didn't change anything, but the customer success workspace. at the screen, Jonathan, that's enough. Yeah, exactly, but this makes sense, Ott, because you are looking at the customer success workspace, and that requires a service hub seat to see the services in here, but you can always access them from the other window that I...
Okay, so I can access everything from CRM services, and this is just like a...
@16:59 - Ott Niggulis (Wisnio)
This is just... Swingling it together, basically. and Allo can do the same. He should be able to. I have services.
I think I have no limitation for anyone because everyone should be able to see a service for customer. Okay, cool.
And then I'll make a pipeline, and the pipeline can also be seen by everyone. The service pipeline. Yes, exactly.
Cool. All right. Thank you. Yeah, of course.
@17:26 - Jonathan Riis Gilmartin (sunrise.dk)
But let's create the property for these services. You do that at the same place we were before. can see here under setup, you have Manage Service Properties.
If you click here, you will then be directed to the full overview of all properties on the service object.
This is also where you can see properties on other objects. You can just change up here so you can see it.
You're not sharing anything. I'm not sharing. Sorry. God damn it. It's because Ott did it, and then I forgot to do it.
Yeah, so I'll go back a little bit. Oh, too much. Anyway, so I'll find the service object here. And then you can see here I have on the setup where we were before, I can manage service properties.
I'll click this one. And then I'm routed to the full overview of all properties on the service hub. Keep in mind that HubSpot has system fields on all objects.
So you will have like, for example, if you look at this and say, why do we have 99 properties on a service object?
That seems like a lot. But a lot of those are HubSpot system properties. So it can be something like date entered a certain stage or create date, close date.
You can see some of them here. Amount paid, amount remaining. This is HubSpot, like a system fields. We are not showing all of these fields, but they are there and we can delete them.
That's just how it is. Just so you know. So we are looking for a category of sorts. I don't think we did create it, but I'm just checking.
No, no type, maybe. No. Okay. So we didn't do that. So we'll create a property. Sorry, I did that a little bit quick.
You can see here on the right, you have this orange button where you can say create property. And this is the same across all objects.
So there's no difference in what I'm doing here. If you're creating something for the deal or for the service object or for the contact or company, the same process.
And it's actually quite good to get comfortable with the options you have in the property object, because the property object can do so much in itself.
So let's just call it, I'm thinking of calling service type, maybe seems like if you have a service type, that's onboarding new customer on upgrade on onboarding.
Upgrade, Migration, something like that, or what were you thinking we could call it? Something we can change it afterwards, it's just a...
No, that works, service type works for now. Yeah, and we'll put it on the services, that makes sense. And then you can put it in groups, so you can create these custom groups if you want to.
For now, I think it's okay, we just set services. And then I recommend always doing a description for important fields like this one.
So I'll just try to do a description here. I'm guessing this is okay. This cannot be changed. And then we can choose a field type.
I do this up here on the left. And then I have a lot of field types, actually. You could do everything from single, multi-line, to rich text, to phone numbers, numbers, date, and time pickers.
Again, I'm just going through these so you can see them and also the recording will be easier. And then single checkbox, multi-checkbox.
This is the area we will be talking about in a minute. Radio select. This is if you do something on a form.
you do radio select, it will show the full, everything you can choose. So it will show 1 to 10, for example.
Dropdown select. Open up and it opens a drop down where you can pick one. You can only pick one in a drop down select and that's a very important distinction.
Calculations, you can also do, you can do rollups, you can do property syncs, which is syncing one property from one object to another.
You can do a file. And you can do a HubSpot user. Calculations in itself is a whole training, 45 minutes.
I won't do too much in here right now. It's a pretty great tool to do advanced or simple calculations of different data in HubSpot.
But roll-ups, if you want to see how many tickets a company has, for example, you could do a roll-up where you roll up all the values of tickets into a company record.
That's actually a pretty good property for a use case for something like that. That's also maybe for you to have in mind.
But also when you do the health score, having that property to tell you we have this amount of tickets can be used exactly for health scores.
Yeah, and HubSpot users is basically just all users in HubSpot that you can create a custom owner property for.
So that's that. This example, will there ever be the possibility that you can have multiple services? I'm guessing yes.
If you have a delivery service and you have a, that might be the case, right? So then I'll pick a multi-checkbox because if you could have two, we couldn't use a drop-down select because drop-down select only allows us to pick one.
So that will be a blocker down the road from what I can see here. And then we put in values.
that could be new customer onboarding. Is that too long? You could also do onboarding colon new customer if that's better.
That's probably shorter. Yeah. Yeah. And you should be able to see it in the view as well. I mean, you know that it's an onboarding, so you can just do a new customer.
Yes, actually that's true. It will always be an onboarding. Yeah. If That take would just have upgrade or upgrade customers customer version?
And Yeah, that's a good question.
@24:02 - Veronica Sjöstrand (Assessio)
If we should do upgrade, yeah. I think you will have some upgrades going in there from the existing customer pipeline, will, right?
@24:09 - Jonathan Riis Gilmartin (sunrise.dk)
I was just thinking of the specific type of upgrade, but then we don't need that.
@24:13 - Veronica Sjöstrand (Assessio)
It's just, yes, upgrade. Then we have migration.
@24:18 - Jonathan Riis Gilmartin (sunrise.dk)
I'm guessing we have the training. So now we actually have trainings and certifications as well. In one or two.
should go into another, but... Yeah, but I'm guessing this object, I'm thinking we use this property across pipelines. that would be can do that.
We need to use the same across because if we have two properties that kind of tells us the same between two pipelines, that will be an issue for ease of use and reporting.
@24:52 - Veronica Sjöstrand (Assessio)
Then we need, I think we will need trainings and we need certifications because that's two different types of trainings.
listening. And we would need second opinion. Second opinion? Yes.
@25:08 - Jonathan Riis Gilmartin (sunrise.dk)
You can add more later. can see it's pretty easy. You're just adding an option here, right? exactly. So that it works for the whole group.
Yeah, exactly. mean, this Neo might need something different.
@25:20 - Veronica Sjöstrand (Assessio)
Yeah.
@25:21 - Jonathan Riis Gilmartin (sunrise.dk)
But the thing is, what you can actually do with this, which I like a lot, is you can say manage access as well.
And then you can say field type. Maybe do I need to create it first? But you can say manage access.
So if some parts of the business don't really need to see this, you don't have to. You can see here.
Then you can say assign to certain teams. You can say view only or add and edit. A view and edit, sorry.
And you do that on all teams, basically. So that is an option we have. If needed, not necessarily it is, but for now we can keep it open.
And then you can always do a preview so you can see how it looks. So I'll save this for now.
And then we just need, because some of this is being created from workflows, actually. So we are creating these objects from workflows.
So what I'll just do is I'll go into the workflow tab. So we'll touch upon the workflows as well, which is good.
So I'll go into the workflow tab. And here we have some folders. So I'll go into the folder so we can actually find what sits with us.
I just need to find the right folder.
@26:51 - Veronica Sjöstrand (Assessio)
I think we have this.
@26:55 - Jonathan Riis Gilmartin (sunrise.dk)
No, that's not the one. Thank I'm I just follow. there. Okay. Yeah, so we have onboarding, I think, this one, yeah, looks right, so you can see that this is a handling, this workflow is basically saying, yeah, this workflow is basically the one creating the service object automatically, and see here we go down a little bit, so here we have the create service, I'll send the workflow afterwards, so you can also have a look at it, so here we have the create service part, the only thing I can see I need to add is, if it is a
A migration or if it is a new customer, because right now you can see in the top, we have two triggers.
We have a closed one, the new logo, or we have a migration sign in the migration pipeline. So I might just have to actually add a branch, zoom out a little bit.
I will just have to add a branch. So this is how the workflows look, right? Oh my God. Yeah.
We do it, you do it country specific, because there might be some differences per country. that's why you typically have a branch per country.
Most of the time, this is the same, but we do have small differences between the different workflows. But then you can see here, you can go into this, create object.
You can click here. Seems like something I need to change, but... on. Search for source. Oh, so this is the, this is a handoff node, right?
So this is the handoff node being set. You can see here, let just see, here we can add the custom properties.
So this is custom properties that is being copy pasted from the deal to the service object. And then I can add something here, which is the type we just created, service type.
And then we should have it here. And then I can say new customer, for example. So then when the, when the service is created, you will have this service type being set on the customer.
Now I would just have to do a branch of the workflow that I can actually have a differentiation between migration and not migration.
So I'm just going to save this in a minute. But just to answer your question earlier, as you can see here, associate the new service with and then the deal enrolled in the workflow.
You can add timeline activity. Then here we actually have the last few days. You could also say all time, for example, which might make sense to actually change it to.
I don't know what you feel, Veronica and Emelie, but now we have, it's basically emails, calls, but I'm guessing you would want all.
Yes.
@30:41 - Ott Niggulis (Wisnio)
When it's the deal, like it's the wholesale where you want all the information, right?
@30:45 - Jonathan Riis Gilmartin (sunrise.dk)
Yes, because the deal is also specific in time. It's specific in time anyways.
@30:50 - Veronica Sjöstrand (Assessio)
Exactly. Yeah, I like that.
@30:52 - Jonathan Riis Gilmartin (sunrise.dk)
Make it all time. I make it all time here and then I can just save it. And then what I actually have to do is.
It really depends on where you want to do it. Ideally, would want to put the branch in where you have to do the least work.
That's how you have to think workflows. Because you can see here, I have the service object being created here.
And I probably just have to create a branch before each object. That could just be here. I can do a branch.
We're going into the workflow tool as well, again, which itself can contain 45 minutes. Yeah, I feel I would like to have 45 minutes here.
Yeah, exactly. It is straightforward in the sense that you don't have to be able to code. But you just need to get a little comfortable with the actions you can do.
So here I want to do a branch because I want to divide my workflow saying if it's a migration or it's a new customer.
And So I'll say branch, and then you can choose three logics. I will be choosing and or because I want to say if it's this or this.
It's really like logic. It's a very, if you like math, I think you like workflows a lot. But I don't like math.
I still like workflows. I like logic. I don't like math, but I do love logic. Maybe it's a bad example.
anyway, so here, the first branch name, I want to call it migration. And the easiest way to distinguish this would be pipeline in my scenario here.
So I can just search for pipeline and I can say here and we say is any of and I'll say migration and then I can when I can do or I can say no, that's wrong.
Sorry, because I need to have this as one and then I need to have the other. Another branch called new customer.
And then I do the same thing. I'll just add pipeline. And I'll say new logo. And this is now my branch.
So I could say save. And then it will tell me, so where do you want to move? Is it a new customer?
And I'll say new customer because I changed the service type on that, right, to new customer. So you can see it looks like this now.
New customer creates this service. So then I can tailor what goes on this service object versus what goes on migration service object.
So there might also be some fields and some properties on the migration that's different from the new customer. It's very likely that's the case, right?
So now we have the option to actually have it differentiated. But one thing you can just do. Which I think I like this action a lot is clone.
So I can just say clone this action and all that follows. I can put it here. I don't have to create the whole thing again.
I just have to change it. Actually, the only thing I have to change right now, I think, is service type to migration.
And then I should be good. I'll just finish the rest after. You don't have to see me do this.
It's more like the same I'll do for all the branches. It takes 10 minutes, but then you're done. But I won't do that now, so I don't have to take the time for that.
But this is how you do it, basically. It was really good just to see how the logic works there.
@34:44 - Veronica Sjöstrand (Assessio)
Yeah.
@34:45 - Jonathan Riis Gilmartin (sunrise.dk)
Cool. So jumping back to the pipeline, because I feel the pipeline part is pretty important today. Also because we want to talk about the self-service part, which I think makes a lot of sense.
So, services here, we have the pipeline tab, and the pipeline tab here, you will see a specific pipeline, now it's the onboarding process primarily, and we have the visionary as well, and then we have the stages, which can be changed just by clicking here, I don't recommend it, but, you know, well, you can, but I wouldn't change it too much, because then colleagues will not know what to do, and you can also move it around, if you want to, I won't save it, but it's doable, and then, and then you have the option to also change the status, so if it's open or closed, and then you can control the properties that are also here, where we don't have a lot of properties right now that we are asking for, this is something I would, also recommend,
that you work through, basically saying if there's anything that should be a requirement. It's pretty easy to add. You can see we have some properties here, so I can say edit, and this is, I'm actually not sure it makes sense to have this.
doesn't. So let's just remove it, and you can do it by doing that, and you can say apply. But we are sketching out what properties we should have, but we're not really done yet.
No, no, but that's perfect. This training video should actually give you, so you can actually create the properties yourself, and then you can add them here.
So what you just do is you say, okay, when we go to business as usual, for example, this is actually closing this onboarding off.
It's a pretty good idea to have some sort of mandatory things that we need to remember to fill out, I would say.
So that could be, for example, close date, like when was the, we could also call it onboard date if you want to give it another name, right?
But, but you have the option to say date, and we can say required. But I don't think we have other dates.
Start date, fair enough. Something that's unsupported. So we do have options to do some things here. It could also be trigger NPS or trigger CSAT rating or whatever that might be.
And then that's the checkbox. And it sends something for the customer saying, hey, now you've completed your onboarding. We hope you were happy.
Could you please rate us from one to five or something like that? That is also something you can think in here, basically.
I'll save this now. at the same place?
@37:45 - Veronica Sjöstrand (Assessio)
Can I trigger actions like that? Is that in the same?
@37:49 - Jonathan Riis Gilmartin (sunrise.dk)
Yes, you can do it. But I would actually do it in the workflow. Okay, yeah, that's smarter. It's a lot easier to do, I would say.
Because then you could do a workflow that's a little more detailed. You have the option to do simple automation in the pipelines, but if you do it in a workflow, you have the option to do a little bit more granularity, which I like.
So, for example, and I think we can actually do that now because I think it's a good exercise. We could start up a workflow that you could reuse for your self-service onboarding.
If you want to, oh, sorry, I need to show you how to create a new pipeline before I leave this, because otherwise you will ask, how did you create a new pipeline?
It said create pipeline, so. Yeah, it's there, right? So it's pretty straightforward and you click it and then you have the option to do the stages and the status and so on.
So it's pretty straightforward, I would say. Yes, going to the workflows. Yes. Oh, it's here. So let's say we want to do self-service.
I'm guessing it starts with an email. Well, it starts with a customer is one in the new logo or upgrade pipeline, I'm guessing.
Yeah, or just us enrolling a company in.
@39:24 - Veronica Sjöstrand (Assessio)
Okay, yeah, that makes sense.
@39:27 - Jonathan Riis Gilmartin (sunrise.dk)
Actually, one thing I think we just need to add then, or might be good to add, is in the property we created, because when you create it, you want to tag it as self-service, right?
Actually, yes, you want to do that. So let's just quickly go to the service object. I'm guessing that would actually be another, just a drop-down select, where you can pick, if it's a, do you have onboarding packages today?
So I think that it doesn't have a cost, right? We do. just a cost. You do.
@40:05 - Ott Niggulis (Wisnio)
Okay. Oh, good. Perfect. Makes sense. Yeah. Yeah, okay. Perfect.
@40:13 - Jonathan Riis Gilmartin (sunrise.dk)
I'm just thinking if we could do something where we have a, what do you call it, a guided onboarding, or a full onboarding, or a self-service onboarding.
I just need the distinction, basically. Self-service, yes, no.
@40:28 - Ott Niggulis (Wisnio)
If it's a no, then nothing is yes. Yes, then the flow, yes. Let's start there, and we can make it different.
@40:35 - Jonathan Riis Gilmartin (sunrise.dk)
You call it TechTouch, Emelie? Yeah. Would self-service also be okay, or does it need to be named TechTouch onboarding, or I guess self-service is kind of goes across?
@40:49 - Ott Niggulis (Wisnio)
Perfect. sorry. Like TechTouch, what does that mean? Oh, it's just our customers that are too small to get a CSM, they get kind of an automated.
@40:59 - Veronica Sjöstrand (Assessio)
Processes. Okay. No, no, no, no, yeah, but if you have to explain it already, it's probably...
@41:04 - Ott Niggulis (Wisnio)
I know. So, self-service is better. Yeah.
@41:10 - Veronica Sjöstrand (Assessio)
It works for every country. I don't know why we call it TechTouch once upon a time. No, no, that's the thing with names, right?
@41:17 - Emelie Willman
They stick.
@41:21 - Jonathan Riis Gilmartin (sunrise.dk)
Single checkbox. We just do like this. Self-service, yes, no. Start here. Does that make sense, yeah. One thing we can just do then is actually to add it when you create, if you create manually, you can add it here, say, add a property, self-service onboarding, and then we can move it up a little bit.
We have it here, and then it's not mandatory. Well, actually, we'll make it mandatory because you can say no, right?
So, and then we'll save and close because now we actually have... The option to do a workflow, I don't know, have you planned out what you want to happen in this self-service onboarding yet, or is it something you're working on?
@42:08 - Emelie Willman
We are working on it, but we can make like a small one right now, and then we can add some in the workflow later on.
Yeah, that's perfect.
@42:17 - Jonathan Riis Gilmartin (sunrise.dk)
I'll just do the workflow based on the current pipeline. We can always change it later. So let's call it CSM self-service onboarding, take touch, just because.
So what we can do is you have the option here to say data change, and then you can say record created.
So that would be our service that is being created. This is fine. Then we add a condition. This is also, this is a new workflow builder.
They just changed this. So this is actually also new for me. I've been used to the same for the last six years or so.
So I also have to get used to it. But we only want to enroll where self-service onboarding is yes, right?
So we'd say, yeah, we don't need to re-enroll because I'm guessing you would only have to enroll once. get the emails, you don't enroll again.
That would be weird. So we don't do that. And we say save and continue. And now we have our trigger and we can then do the actions.
So typically I would say you can also try to use this Copilot to actually build some of your workflow.
It actually, it's getting better. I haven't used it that much myself, but that's because I just, I know what I want to do.
So I don't really do, I don't want to wait and try. So I just kind of go with. So here, typically, you would add a delay because you don't want the email to go out the exact time that the workflow was triggered.
Or maybe you do, but in my experience, I recommend adding delays. Most of the time, I would actually add, I would recommend adding a delay until the next day at a certain time.
Because, for example, let's say in this scenario where you have a salesperson doing some CRM cleanup late at night, and then they're moving a deal to one, and that deal then triggers an instant onboarding email to the customer at 10.30.
That might be an okay time because they have, maybe they're on their computer, but I would recommend saying, let's schedule it for 8.30 the day after in the morning or something like that.
So you can do that in the delay. You can say for a specific time of the day. So if you say for example, I want it to be at a.
If It will wait until that time, so you will avoid having sent onboarding emails late at night to customers that they need to do something about and you can do it in the morning as well.
It's a little more clear, I would say. So we could do a delay and then we probably want to send them an email.
I'm guessing saying welcome, we're looking forward to onboarding you, I'm guessing you have something you're working on for that part.
So you can just search for email here and then this is the action you want to go for. So you click plus.
Now I don't have any email yet, but you can plan out the workflow, which I like a lot. You can plan out the workflow and say, OK, I want an email here, then I'll delay three days.
I want another email and that you can kind of do. That, you know, instead of having to do a flowchart, for example, you can actually kind of work this as a flowchart until you have the emails ready, and you can just change it afterwards.
So let's say I want to have the email now, and then you could do another delay. I'm guessing you have some stages they need to go through.
So you might want to have more than one workflow. That's my experience, actually, that if they need to hit certain stages.
@46:26 - Emelie Willman
Exactly. And how does the system feel that, or how, if they have to do, like, the onboard, you have to be finished with the e-learning, for example.
Yes. Is that something that, when they have done the e-learning, that Automated can come back to HubSpot and then can just have a check on that, or how does it work?
@46:52 - Jonathan Riis Gilmartin (sunrise.dk)
I mean, it can, but it will, of course, require us to have a connection between the e-learning and HubSpot.
But what, where is the e-learning sitting currently? At AXE.
@47:06 - Emelie Willman
I don't know if we are going to continue with that one for, I think we want to change that maybe next year.
So maybe we have to do it manually now, but later on it would be nice to know if it's possible to have it automated.
@47:23 - Veronica Sjöstrand (Assessio)
But yeah, if we're looking at buying a new system that actually integrates with HubSpot, I guess it would be a piece of cake.
@47:32 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, I actually did at some point do a recommendation on three learning management systems, LMSs, that had good connections with HubSpot.
Because I think, I don't remember who asked. I can find it and send it to you if you want to see it Emelie has that list, I think.
And you might have sent it to me as well. I'll send it on to Emelie. think I did. But what I would do here is, no matter how we want to do it, we need to have...
A property that's the checkbox kind of. Did they complete the course?
@48:03 - Emelie Willman
Did they do this? Did they do this?
@48:05 - Jonathan Riis Gilmartin (sunrise.dk)
So now what I'll do is we'll build in a delay until an event happens. Because we can do that in the same workflow actually.
So you can say, okay, I'll send the first email. And then we will say, okay, delay until event occurs.
I don't know how to say that.
@48:24 - Veronica Sjöstrand (Assessio)
Could you delay until, or could you trigger it by moving the deal, the service card into the next step of the pipeline?
You could do that. Delay until we move the step manually into e-learning and finished or something like that. For now?
Definitely.
@48:44 - Jonathan Riis Gilmartin (sunrise.dk)
can. Is that a trigger? Pipeline stage. then you can say, now we don't have it. So I'll just use adopt, right?
As the. Yeah, exactly.
@48:54 - Emelie Willman
anything.
@48:55 - Jonathan Riis Gilmartin (sunrise.dk)
And you can say done and say save. And then you can see here it says, okay. Okay. Only set delay up until five days.
You can say more, right? So you can say, okay, I'll wait 30 days or something because it has a catch here.
And I actually like that. So you have delay up until 30 days. And if the event doesn't happen, maybe you want to send them a new email saying, hey, did you complete this?
Maybe 30 days is too much, but you can change it here, right? You can say after, I don't know, 14 days.
I don't know how long it usually takes. So you can say, okay, delay up until 40 days. If the event criteria is met, which is good, we will change.
@49:39 - Ott Niggulis (Wisnio)
No, sorry.
@49:39 - Jonathan Riis Gilmartin (sunrise.dk)
You have changed the stage. So that's fine. But do you then, when you change the stage, do you want a new action to happen?
@49:48 - Ott Niggulis (Wisnio)
A new email or I'm guessing yes.
@49:53 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, I think, yeah, we would.
@49:57 - Emelie Willman
How is the process, Veronica? Like, yeah. Yeah. Do they get the account before they do the e-learning, or how does it work?
@50:05 - Veronica Sjöstrand (Assessio)
I think that's up for discussion, and I think we're not always stringent about that, but they shouldn't get the account until the e-learning is, but that's not.
@50:14 - Emelie Willman
Then it should be like a task for the company owner or something like that to create the account. We can sketch it out like that, because that's the way, that's utopia.
Yeah, exactly.
@50:36 - Veronica Sjöstrand (Assessio)
So this one would create a task. So the next one will create a task, guessing?
@50:42 - Jonathan Riis Gilmartin (sunrise.dk)
Yes. Yeah, okay. Because then you can do here the event criteria, if the event criteria is met, which is that the stage has changed, then you can do a task.
@50:55 - Emelie Willman
Yeah. You can just search for task, then you say create task.
@51:00 - Jonathan Riis Gilmartin (sunrise.dk)
Good. right And then you can just, I don't know what they need to do now, but you can just give it a title.
You can create account.
@51:14 - Emelie Willman
can create account. And then me and Veronica can change. We can fiddle around with it. Yeah, you can always change it.
@51:24 - Jonathan Riis Gilmartin (sunrise.dk)
Important thing is assigning the task to a specific user. Oh, sorry, not a specific user, a existing owner of the service.
And then, so it's the owner of the service that gets the task, if that's the scenario. It's just an important thing to have.
And you can also give it a priority if you want to. Typically, this works fine. So that's actually, that's the task that's now getting handed to the customer, right?
Or to not to the customer, to you internally. And then we have a little workflow. And you can kind of work, you can work with the branches here to continue.
@51:59 - Emelie Willman
There might also.
@52:00 - Jonathan Riis Gilmartin (sunrise.dk)
The distinction where you want to have more than one workflow, because you have, for example, let's say the next trick that's on another stage and building too long workflows can be okay.
But if, for example, let's say that the customer moves the stage back, that might be an issue here because then the workflows thread would kind of break.
But if the customer is moving from step to step to step, it's okay. It's not an issue. But if you move the stage back, that might, you know, if you have a very long workflow, yeah, well, at least the customer might just not be enrolled further on.
So with self-service onboarding, typically I recommend saying, okay, for each stage, there might be, at least you just need to think about it in this way.
Do we need to have a separate workflow for each stage? Or can we combine some of I would say sometimes it's easier also for you actually to have one workflow per stage because then you know what to go into if something needs to be changed or if something breaks and you need to update something.
know I have the workflow for stage one, have the workflow for stage two, I have it for three, and you can kind of go into each workflow and see, you know, Ott might feel different because you would want one workflow.
But my experience is that for these like super users, it's easier to see, oh I have for step one this workflow, for step two this, for step three this.
So it's, yeah.
@53:36 - Ott Niggulis (Wisnio)
Yeah, it makes a lot of sense to break it up, otherwise you have like a workflow with 1,000 steps and you're looking for that one piece that is not working.
@53:46 - Jonathan Riis Gilmartin (sunrise.dk)
Yeah, troubleshooting is actually pretty difficult in long workflows because it can go wrong different places. So it's easier in the start, I would say to do one per and then later you could all.
Just rebuild it and say, okay, we're actually comfortable enough in the process that we can rebuild it. But you might just keep it.
@54:06 - Veronica Sjöstrand (Assessio)
Yeah, and also if we're doing a different work, if we're doing then kind of separate for different countries, they will be big already to begin with.
@54:17 - Jonathan Riis Gilmartin (sunrise.dk)
Exactly. And that's also why I like to keep workflows a little shorter, especially with multiple countries being a factor here.
So the last thing I'll show, I went a little over time. I hope you have a couple of minutes.
But the last thing I'll just show is you actually have the option to clone it. So now that we have created this, you can see this as a template.
Oh, I just removed this one. If you hover your mouse over, you can actually see we can clone this workflow.
So you want to do step two. You can just clone it. You can call it self-service onboarding, you know, step two, for example, and you can save it.
So you should hopefully you can use this as a template. to do for the different steps and you just of course need to change the input like the stages and the emails but could be in a pretty good spot here I would say for for that really good yeah really good we're very just what we needed no just what you needed perfect yeah I'm very happy that's good yeah then let's start thinking about how we want to design it that's really good yeah typically you know just drawing it by hand or you know you can also use a tool for it in a flowchart system whatever that might be yeah it's always a good exercise to do in the start and then you can see okay now I have this and really think like nitty-gritty like step by step what I want to happen and then try to translate it into workflows it's a very good exercise for actually understanding the system yeah that about brilliant brilliant brilliant good train
@56:00 - Veronica Sjöstrand (Assessio)
Good Jonathan. Thank you. very happy. Thank you for the time.
@56:05 - Jonathan Riis Gilmartin (sunrise.dk)
We'll follow up on goals. So we didn't do that today, but I hope you feel that we got around.
You know, there is the thing about Hotspot is that there are some basics that you can use, like the properties and the pipelines and combine it with workflows and emails and automation to really actually make a simple but yet very powerful setup that you can manage yourself, which I think is a very important thing, that you actually have that option.
Of course, always ask your colleagues, but you can manage it yourself and you don't have to have developers to do all the stuff for you.
No, no, no, that's really good.
@56:43 - Veronica Sjöstrand (Assessio)
Perfect.
@56:44 - Jonathan Riis Gilmartin (sunrise.dk)
Thank you for today.
@56:45 - Emelie Willman
I will send you the recording and put it on the training pages and then looking forward to the follow up.
@56:50 - Jonathan Riis Gilmartin (sunrise.dk)
Thank you so much. Thank you.
@56:52 - Emelie Willman
Thank you, Jonathan. Bye.
@56:58 - Jonathan Riis Gilmartin (sunrise.dk)
Thank you.