Hubs
It all starts with Hubs! Hubs are dedicated workspaces tailored specifically to the work you care about. This is in beta.
Hubs Overview
Hubs are tailored workspaces within Vitally for organizing your customer data and work. Create Hubs for different teams, customer segments, CS motions, and beyond — you can even create personal Hubs to manage your day-to-day work.
Let's say you have two Customer Success teams, one team manages your enterprise customers and another manages your scaled customers. You could create two different hubs for each team where they can create their own processes, reports, dashboards, etc. These semi-private but collaborative workspaces surface the most important data for you.
Create Hubs for:
Segments, touch-models, or lifecycle stages
Teams across your organization and business
Any other way you define Customer Success
Manage Work and Data With Views
Consider Views as a visualization of your customer data (dashboards, tables of customer data or tasks for example) or visualizations according to your work (kanban boards, docs, projects that align with your quarterly goals for example). You can further customize Hubs with your most important data and work with Views. You can add as many Views as you need and use folders to help you organize and prioritize everything.
Types of Views
Tables: For viewing and managing data
Boards: For organizing your tasks and data
Docs: For sharing information internally and externally
Dashboards: For visualizing customer & team KPIs
Projects: For keeping goals and milestones on track
360: Create a 360 view for an Account
How to Create Hubs
Begin by creating a Hub in your Vitally account to start organizing your data. You have the option to make it private or share it with other team members and fully customize the data within your Hub.
Once your Hub is created, you can add or create Views (tables, dashboards, projects, etc.) and folders to neatly organize data within the Hub.
How to Create | How-To Visual |
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How to Create a Hub
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Managing & Editing Hubs
Depending on your permission level (Creator/Manager vs Contributor vs Viewer) this will give you different options when managing a Hub. Some of these options include whether you can or can not create folders, add Views, update filters, delete a Hub, remove a View, etc. Below you can read on each action you can take depending on your permission level.
Vitally Role permissions (Admin, Leader, Teammate, Observer) are not the same as permission in a Hub. You can be a Vitally admin and not have access to all Hubs across your organization. Vitally Role Permissions are permissions that allow you to do admin tasks such as creating segments, playbook automation, adding/editing Integrations. Hub permissions are exclusive to a specific Hub.
Creator or Manager Hub Permission
Once you've created your Hub, you'll see the meatball menu (three dots) when you hover over your Hub. Select the meatball menu to get your options.
Options for Creator or Manager Hub permission:
Only show data for your book of business
See Customers that are assigned to you as any assigned Key Role (CSM, AE, or a custom Key Role)
If you are assigned a Key Role for an Organization, you will also see Accounts that belong to that Organization
See Customers which you are assigned an activity such as tasks
Invite members
Invite your teammates to the Hub and set their permission level (Manager, Contributor, or Viewer)
Edit this Hub
Edit the name of your Hub
Invite & edit permissions of teammates
Edit filters to display specific tracked Accounts
Clone this Hub
Clone the existing Hub to create a duplicate Hub with the same Views and filters. The cloned Hub will be added to the Hub sidebar
Leave this Hub
You can leave a Hub and remove it from your Hub sidebar. If this Hub is invite only, you can not enter the Hub again until you're invited again regardless if you're a Vitally admin or not
Permanently delete Hub
Deleting a Hub will delete it for everyone else. If you no longer want to be part of this Hub, choose Leave this Hub rather than deleting
Contributor Hub Permission
Once you've created your Hub, you'll see meatball menu (three dots) when you hover over your hub. Select the three dots to get your options.
Options for Contributor Hub permission:
Only show data for your book of business
See Customers that are assigned to you as any assigned Key Role (CSM, AE, or a custom Key Role)
If you are assigned a Key Role for an Organization, you will also see Accounts that belong to that Organization
See Customers to which you are assigned an activity, such as tasks
Add folder
Folders allow you to house Views to organize your work further
Leave this Hub
You can leave a Hub and remove it from your Hub sidebar. If this Hub is invite only, you can not enter the Hub again until you're invited again
Viewer Hub Permission
Once your Hub has been created, you'll see meatball menu (three dots) when you hover over your hub. Select the meatball menu to get you option of:
Options for Viewer Hub permission:
Only show data for your book of business
See Customers that are assigned to you as any assigned Key Role (CSM, AE, or a custom Key Role)
If you are any assigned Key Role for an Organization, you will also see Accounts that belong to that Organization
See Customers to which you are assigned an activity, such as tasks
Hub Views
Views is a visualization of your customer data (dashboards, tables of customer data or tasks for example) or visualizations according to your work (docs, projects that align with your quarterly goals for example). Add all your customer data or visualizations to a Hub to easily find them on the left navigation panel.
Creating Hub Views
Managing and Discovering a View | Visual |
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Via the View Modal: This is best for critical Views that you want readily available via a Hub, such as a Dashboard, Key Account, or timely Doc or Project
That's it! Create as many Views as you need. You can then further organize using Folder. Below we go further into each View. |
Types of Views
Below there are drop downs for each view you can create and how. Open up each drop down to learn how to create those:
How to Create Hub Folders
How-To Create Folders | How-to Visual |
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That's it! Now you can add Views inside this Folder. |
Managing & Editing Folders
Managers & contributors can edit folder, add folder, remove from Hub, delete, and add Views into the folder. Viewers can not manage folders at all. They will not see the meatball menu for folders.
To delete a folder in a Hub:
Hover over the folder name
You'll see the meatball menu (three dots), select it
You'll see the option to edit or delete
FAQ
Q: How should I set up my Hubs? A: If you’re a current Vitally customer, we will recreate your workspace experience as closely as possible. If you’re looking to start from scratch, some common configurations are:
By segment (e.g., Enterprise, Growth, Startup)
By touch-model (e.g., tech-touch, high-touch, hybrid)
By CS role (e.g., Customer Success Managers, Account Managers, Implementation Specialists)
By customer journey stage (e.g., Onboarding, Forecasting, Renewal)
By team (e.g., Customer Success, Sales, Marketing)
Q: Who can create Hubs? A: Any individual user can create their own personal Hub. Admins can create team-wide Hubs and add users to them.
Q: Who can edit Hubs? A: Admins can edit all Hubs in their account. Any user (admin or non-admin) can also be added to an individual Hub as a Contributor or Manager, which will grant them editing permissions. Q: How do I know which role I have in a specific Hub? A: Hub roles can be viewed in the settings of a specific Hub. Accessing these settings will depend on your Vitally role and/or the permissions set for the Hub. A good rule of thumb for determining your permissions of a Hub:
Manager: Can access the Hub Settings from the meatball menu of a Hub
Contributor: Can add/change components of a Hub such as Views, Folders, etc.
Viewer: You're unable to access the Hub Settings or make any changes to the Hub you're viewing.
Q: Why can't I always drag and drop cards across columns in a Board view? A: This is expected at the moment. These are cards where a field isn’t editable and Account/Organization traits (where the trait is the group by).
Q: I can't use all fields in a Board view configuration, why? A: Not every field can be used in board configuration, open text and date fields are examples of this.
Q: I deleted a view but it says {deleted view}, why? A: We leave a placeholder there in case there were other views nested under it in the hub! The placeholder will say {deleted view} in this case.
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