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 β€” 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 CreateHow-To Visual

How to Create a Hub

  1. What Vitally team members can create Hubs?

    1. Admins and Leaders

    2. Team members w/o Admin Access

      • If you are one of the above, continue below to create your Hub!

  2. Select the + icon on the top left sidebar and select Create a hub

  3. Name your Hub and add personality by choosing a color and emoji

  4. Set the visibility to Private, Open, or Default

  5. Optionally toggle on the 'Book of business' setting to only see data assigned or created by you in the Hub

  6. Time to invite your teammates! Navigate to the Members tab to teammates individually. Note: if you selected the Default option in step 4, team members are automatically added and do not need to be individually invited

  7. After inviting individual users, you can manage their permissions in this Hub:

    • Viewer (can view content but not contribute)

    • Contributor (can view content and contribute)

    • Manager (can manage the hub, its content, and members)

  8. Click into the Filters tab and select what tracked accounts you want to see:

    • Add all tracked customers to the hub

    • Filter the tracked customers available in the hub. You can filter by:

      • The customer is managed by one of these members and/or

      • The customer matches these filters

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 ViewVisual

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

  1. Once you've created your Hub, select the + plus sign to Add a View inside

  2. You'll now see a pop-up with all your options

    1. Tables (organize data in a standard table view)

    2. Boards (map data across a series of columns)

    3. Docs (collaborate in a shared document)

    4. Dashboards (visualize data with widgets & graphs)

    5. Projects (Track tasks, miles, & goals)

    6. 360 (Monitor the health of your customers)

  3. Once you've select the type of View, select the data source

  4. Add a name and an emoji to add personality!

  5. You can also select from Existing Views where anyone who is building a View can borrow from. Admins can build and manage libraries.

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:

Tables

Use tables to sort and manage large amounts of data. Add columns and filters to build it the way you want.

  1. Select the + sign to 'Add a view inside'

  2. Select Table

  3. Select Your Data Source. You'll see a dropdown of Vitally Objects (Accounts, User, NPS, etc) and Custom Objects

  4. Either Start from Scratch or select from Existing Views

  5. Name your Table

  6. Select Create View

  7. You'll now be taken to your Table View, where you can add your relevant filters to narrow down your results. You can learn more on Table Views HERE.

  8. Once you've added your filters, select Unsaved Changes towards the top left

  9. Select Save Changes.

Dashboards
  1. Select the + sign to 'Add a view inside'

  2. Select Dashboard

  3. You can select from Existing Views if one already exists or create one from scratch

  4. Name your Dashboard

  5. Select Create View

  6. You'll now be taken to your Dashboard View. Here you can add your widgets and visualize the data you want! You can learn more about building Dashboards HERE.

Docs
  1. Select the + sign to 'Add a view inside'

  2. Select Doc

  3. Select an Account or Organization

  4. If you have a template you want to use, select the Template

  5. Name your Doc

  6. You could also search for Existing Views

  7. Select Create View

  8. You've now created your Doc! You can learn more about Docs HERE.

Boards
  1. Select the + sign to 'Add a view inside'

  2. Select Board

  3. Select a Data Source

  4. Select what you want to Group By

  5. Select the Property

  6. Name your Board

  7. You could also search for Existing Views

  8. Select Create View

Learn more here

Projects
  1. Select the + sign to 'Add a view inside'

  2. Select Project

  3. Select an Account or Organization

  4. You can select from a template, search for an existing project in the Existing Views tab, or create a new Project

  5. Name your Project

  6. Select Create View

  7. You've now created your project. You can learn more about Projects HERE

360
  1. Select the + sign to 'Add a view inside'

  2. Select 360

  3. Search for any Account or Organization (subscribed, ignored, trial, churned)

  4. Select Create View

  5. You'll now have a 360 view for this specific Customer!

How to Create Hub Folders

How-To Create FoldersHow-to Visual
  1. Select the meatball menu (three dots) next to your Hub

  2. Select Add Folder

  3. Name your Folder

  4. Select Save

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:

  1. Hover over the folder name

  2. You'll see the meatball menu (three dots), select it

  3. 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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