Customer 360 Overview
Vitally's new Customer 360s allows you to surface key customer information based on how you and your team work, making it easier to standardize the data shown across your entire book of business.
ℹ️ Vitally customers who joined on or after Jan 1, 2025 will have this customer 360 experience. For any customers who joined Vitally before Jan 1, 2025, you can enable the experience for yourself or the whole team by navigating to My Profile > Experiments.
Key Features:
Pin Properties: Quickly view important customer details across accounts.
Custom Views: Create Table, Board, and Dashboard views to tailor the data for your team.
Admins can configure default views for the organization, while individual users can customize their own 360s for a personalized experience.
Dashboards are especially helpful to serve as the single "jumping off point" for CSM workflows. Gone are the days where you have to click into the different objects to find what you're looking for. If configured thoughtfully, a Dashboard will help present the most important, relevant information and sort the signals from the noise.
Global Search: Easily search across all Vitally Properties & Traits for comprehensive data access.
Customer 360 Permissions
Admins play a key role in maintaining consistency:
Set Recommended Views: Define organizational default views for standardized data presentation.
User Customization: Users retain the flexibility to adjust their own 360 Profiles by pinning properties or creating custom views.
360 Properties
Properties are the key data points displayed in your 360 Profiles. They provide insights tailored to your organization and customers.
Pinning Properties
Pin key customer data so you can quickly see the information you care about across your book of business. By default you'll see some default properties like:
Default Properties for Organization and Account 360s:
ARR
Next renewal date
Last seen date
Default Properties for User 360s:
Last seen date
Sessions
How to Pin | How-To Visual |
|
 |
Pages
The Pages section offers quick access to various data points tied to your organization and accounts.
All Properties
Access a complete list of properties, including pinned and unpinned traits.Related Objects
View linked Vitally Objects such as:Docs, Projects, Goals, Tasks, Users
Conversations, Notes, NPS Responses, Playbook Runs
Custom Surveys, Custom Objects
Product Usage
View product Event tracks and Elements.Metric Trends
Analyze performance metrics.
My Views and Recommended Views
You can access a list of default views and create custom Table, Board, and Dashboard Views to tailor data based on your and your team's operations.
My Views is where the views that you created are located as well as where you can add existing views that you want to see.
Recommended Views is where Admins can add views for everyone on the team to see and is also where Vitally-created default views are located.
Default views for Segments
Configure different default views per segments (e.g if a Customer is in Onboarding or Renewal, now you can configure a view that defaults when viewing that customer).
To set this up, simply navigate to a customer and select the settings gear next to "recommended views" to configure your Standard Default or Segment Defaults.
Standard Default vs Segment defaults vs My default
Your view is determined by a combination of your personal settings and segment configurations. Here's how it works:
Your personal default always takes priority – If you've set a default view, that will always be used.
No segment & no segment deck? – If your account isn’t part of a segment and no segment decks are configured and you haven't set up a personal default view, you’ll see the standard default view.
In a segment with a segment deck? – If your account belongs to a segment and a segment deck is available, that deck will be used unless you've selected your own personal default view (which takes priority).
Think of the standard default as a fallback if there is not personal default or a segment default.
Customizing Views
Each user can create custom views using Table, Board, or Dashboard formats to visualize data in a way that suits their workflow.
Tables: Organize data in rows and columns.
Boards: Display data across different stages or categories (e.g., Kanban).
Dashboards: Use widgets and graphs for data visualization.
ℹ️ Admins can manage and create Recommended Views for the entire organization. Users can also borrow from existing views set up by others.
Managing and Discovering a View | How-to Visual |
|
 |
Default Recommended Views
To help you get a head start on creating and pinning your ideal Recommended Views, Vitally has added examples of some of the more common Recommended Views used by our customers. Some of these defaults are Table Views of commonly accessed objects while the "Overview Dashboard" is an example of what you can create in an Account 360. These Default Recommended Views can be added and unpinned at your discretion according to your ideal workflows. Here is the list of defaults:
Tasks (all tasks with default columns)
Goals (all goals with default columns)
Active conversations
Pending conversations
Notes
For customers who had access to Cards and Decks, all existing Decks will be recommended by default
Overview Dashboard
ℹ️ Account and Organization dashboards are distinct from the existing “global” dashboards because the data is filtered to a single customer. While certain dashboards can be used within the Customer 360 and Global (hubs), some widgets may not work properly. Users will only be able to pin global dashboards in their Customer 360 if they are compatible with being filtered for a single customer, so when looking at your Existing Views, you may only see a subset of Views.
New Customer 360 FAQ
Can I customize my own 360 even if my Admin has set defaults?
Yes, team members can customize their own 360s by creating personal views (in the My Views list) or by pinning properties, even if the Admin has set default views.
What happens if I toggle the Customer 360 feature off under My Profile > Experiments?
If you toggle off the new Customer 360, any changes made to Cards & Decks in the new experience will not carry over. You will return to the legacy experience with the previous version of your Decks. Note that any new Vitally accounts made on or after Jan 1, 2025 do not have the option to toggle off the new 360 experience.
What limitations exist with the new Customer 360?
You cannot create new Cards and Decks in 360s, but you can edit existing ones.
Customer and Organization dashboards are distinct from "global" dashboards.