Of the many challenges in Customer Success perhaps the largest is simply deciding how to manage your time. Efficient task management tends to be a constant frustration for CSMs globally.
Planhat's Actions module aims to help you solve this challenge by providing a clean and simple way to see all the things you need to do for your customers, and all the key things your customers have been up to
Actions brings together several concepts to help you manage your day and prioritise your time. In a single view you can see your:
Notifications (set in the Notifications menu and as part of Triggers / Automations)
Alerts (set as part of Triggers)
@Mentions (any time you are @messaged in Planhat)
Activities (set as part of Triggers, Playbooks, Calendar integrations or scheduled natively in Planhat)
Actions follows the standard UI design with a collapsible left-hand menu bar with sections for Updates and Activities.
Read below for more insight into different types of actions and how to act on them, as well as for some very useful pro tips for all you Planhat champions. 🏆
The UPDATES section covers Notifications and Mentions.
Notifications: Automated updates sent to you based on either your personal notification settings or pre-set triggers / automations set to notify you when a specific event occurs.
🚀 Quick tip: Click here to see how you can set up your notification preferences to ensure you get alerted of all key events in your customer portfolio.
Mentions: Any time you are @mentioned by your colleague in the main body or the comments section of an Activity or Conversation.
📣 Pro tip: @Mentions are a great way to collaborate internally around Customers. When logging a note or activity you can @message any Planhat user and they will both be notified and see the @message in this mentions section.
On both pages you will also see a purple bar telling you of any Alerts you have received. Alerts are are type of Notifications and are used to inform you of changes in customer behaviour.
🚀 Quick tip: Click the bar to see all your Alerts!
Any new Mention, Notification or Alert will make the bell icon in the menu bar change colour to yellow, so you know something has happened.
Both Notifications and Mentions are clickable, where it makes sense. For example, if you are mentioned in a note on an account you can click that Mention to see the full note. From there you can navigate to the account in question if required.
📣 Pro tip: Quick Search
At the top of the page you will see a Search bar. You can type into it to search for a specific customer, or click the down arrow to see quick search options, for example filtering your Notifications by different Notification types.
As with all our advanced search bars, clicking the plus sign enables you to further filter your results.
Activities are separated into five sections out of the box:
Today: Tasks scheduled for today
This Week: Tasks scheduled for this week
Someday: Tasks with no due date. This will often be future actions in Playbooks and can also be used as a general to-do list
Overdue: Tasks scheduled for a date prior to today
All Activities: All tasks regardless of the due date
By default users with the CSM role will see only their own activities.
📣 Pro tip: Managers and Admins can view the activities of team members by clicking the avatar icon. This is helpful to understand workload of team members.
📣 Pro tip: Your Task list in Planhat operates like a 'zero inbox'. The aim is to clear your task list each day. If this feels impossible it likely means too many tasks are being created from Playbooks or Triggers. Best practice is to reduce Tasks (Steps) in Playbooks by using checklists instead.
Bulk actions are supported throughout the Actions module, just like the quick search function. You can select any Notification, Mention or Activity using a check box on the left side. Once selected the ellipsis icon in the top right corner is activated and you can perform bulk tasks.
Custom Filters and Folders
To create a Custom Folder simply click the new Folder icon and give the folder a name. You can move any custom Filters into a specific folder by dragging and dropping. When ready to drop you will see an arrow indicating where they will be placed.
Custom Filters are incredibly powerful and flexible.💪 You can filter across any of the data points related to Activities, but equally reference other data objects through the filter. In short this means you can slice and dice your Activities data in thousands of different ways and always view what you want to see.
📌 Use cases:
It can be helpful to place all upcoming QBRs or renewal discussions into a separate public folder so management can see when these key interactions are scheduled and provide support if needed.
Break out all activities for your Enterprise clients, so all stakeholders can see what is scheduled with them.
Filters work with a logic of Rule and Groups. Rules follow boolean (All / Any) logic and each selection will provide options based on the context. This article gives you full details on how to build them
Groups give you the ability to have subsets of rules within a filter. Groups are always combined within a filter. You can use them, for example to identify All Tasks of Type QBR, that belong to any company in your Enterprise Segment.