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

How to Create a Hub What Vitally team members can create Hubs? Admins and Leaders Team members w/o Admin Access If you are one of the above, continue below to create your Hub! Select the + icon on the top left sidebar and select Create a hub Name your Hub and add personality by choosing a color and emoji Set the visibility to Private, Open, or Default Optionally toggle on the 'Book of business' setting to only see data assigned or created by you in the Hub 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 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) 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 That's it! You've created your hub 🎉. Now to add Views and folders

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

If you are a Creator or a Manager of a Hub you are able to edit the Hub settings as well as add any Views or Folders to the Hub. If you're unsure what permission you have select the meatball menu (three dots) next to the Hub name for Options, there you'll see a few options:

• 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) or an activity (e.g tasks)

  • If you are assigned a Key Role for an Organization, you will also see Accounts that belong to that Organization

• 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

    • By default, your clone will use the same views and not create new copies. This means that if you update a view in this new Hub, your changes will also be reflected everywhere else it's used (i.e other Hubs).

• 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. If you no longer want to be part of this Hub, choose Leave this Hub rather than deleting.

Contributor Hub Permission

If you are a Contributor of a Hub you will not able to edit the Hub settings but you can contribute to the Hub by adding any Views or Folders to the Hub. If you're unsure what permission you have, hover on the Hub name, where you'll see the meatball menu (three dots) and the plus sign (the plus sign is to add Folders or Views). If you select the meatball menu (three dots) for Options, you'll see fewer options:

• 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) or an activity (e.g tasks)

  • If you are assigned a Key Role for an Organization, you will also see Accounts that belong to that Organization

• 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 Permissions do not have the plus sign, having these fewer options but the plus sign is an indication that you are a contributor.

Viewer Hub Permission

If you are a Viewer of a Hub you will not able to edit the Hub settings or contribute to the Hub by adding any Views or Folders to the Hub. You can only view the contents in the Hub. If you're unsure what permission you have, hover on the Hub name, where you'll only see the meatball menu (three dots) and no plus sign. If you select the meatball menu (three dots) for Options, you'll see fewer options:

• 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) or an activity (e.g tasks)

  • If you are assigned a Key Role for an Organization, you will also see Accounts that belong to that Organization

• 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

Hub Views

Views are 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

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 Once you've created your Hub, select the + plus sign to Add a View inside You'll now see a pop-up with all your options Tables (organize data in a standard table view) Boards (map data across a series of columns) Docs (collaborate in a shared document) Dashboards (visualize data with widgets & graphs) Projects (Track tasks, miles, & goals) 360 (Monitor the health of your customers) Once you've select the type of View, select the data source Add a name and an emoji to add personality! 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!

Cloning a View versus Adding a View to another Hub

Cloning a view creates a standalone copy of that view. In other words, if you clone a view to another Hub, you can add filters to one view without affecting the other view.

Adding a view to another Hub uses the same instance of that view, so editing those filters will affect that view in all Hubs it's in.

How to Create Hub Folders

How-To Create Folders	How-to Visual
Select the meatball menu (three dots) next to your Hub Select Add Folder Name your Folder 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: 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: Any user (admin or non-admin) can be added to an individual Hub as a Contributor or Manager, which will grant them editing permissions. See Managing & Editing Hubs for a lay out of Hub 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:

• Creator/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: 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.