Reporting
Data syncing
ChurnScores
Best Practices/Procedures
100
If a journey is currently stuck in a milestone, but on track with the overall journey, what status shows on the Journey Report?
Stuck. The milestone status roles up.
100
A customer is reporting that an account has not synced over from their CRM as expected. Once you get the CRM ID from them, which option below is NOT a good thing to check?
A) Sync Statuses page
B) Account Sync filter
C) Other accounts with the same name
D) CRM Sync status
C) Other accounts with the same name
100
TRUE or FALSE: There's a way to remove the ChurnScore values for the 1st of the last 12 months in a ChurnScores widget.
FALSE
This is product feedback.
100
What should you check every time you receive a ticket from an internal CZ user?
If a customer is CC'd so you can update the Requester.
200
A customer wants to create a Custom Dashboard widget that displays the average Total Contract Amount for accounts with more than 3 open Zendesk tickets. Which widget type should they use?
Account Attribute
The Zendesk ticket criteria can be added as widget filters.
200
TRUE or FALSE: Partial syncs can only update existing records. Records can only be created or removed during full syncs.
FALSE
Records can be created during partial syncs.
200
True or False: Is it possible to add ChurnScore factors to segment columns sets?
TRUE
Navigate to ChurnScore History columns, select the ChurnScore, then Factor options will appear below.
200
You're working through a case where it makes sense to recommend that a user set up a global play. What should you check before making that recommendation?
Check that the user is in a permission group that contains the ability to create global plays.
300
A customer shows you the below Custom Dashboard widget and asks why they aren't seeing any accounts with a False or empty value. Why could that be?
Accounts with False/empty values are being filtered out - either by the widget filters or overall Custom Dashboard filters.
300
How can you determine the source of an account/contact if it was created more than 30 days ago?
You can look for the created date of the record and see if it matches with the first event(s) recorded in the Usage tab. If so, check the source of the event to confirm what caused the record to be created.
300
If an account only qualifies for a portion of the scores in a Composite ChurnScore, how are the points distributed for the scores it does qualify for?
Proportionately to how they are weighted (higher percent gets greater proportion of leftover factor weight)
300
How should we handle requests for custom work?
Check the Request for Custom Work article in Confluence to determine if the request falls into the list of common requests and whether there is an additional cost.
400
A customer created a pie chart via a Custom Dashboard widget that has categories based on ChurnScore categories (RYG). However, the colors on the widget do not match the category names. How can they change that so they match?
They can update the color palette for the widget so red, yellow and green are the only options and order them in the way they need for the colors to match the categories.
400
How are currency values displayed when multi-currency is turned on and your selected user account currency differs from the record currency?
The user account currency value is displayed next to the record currency value in parentheses.
400
If an account qualifies for a Composite ChurnScore but does not qualify for ANY of the scores included as factors, what will the ChurnScore value be for that account?
100
400
A customer is reporting sync issues with their CRM and you identify the cause as a CRM sync failure. Aside from explaining how to resolve the issue, what else should share with the customer?
Show them how to view the CRM sync error message and how to decipher reasons for common errors.
500
A customer is seeing responses recorded for in-app surveys in their Survey Campaign report, but they tested the surveys and clicked the 'X' to make sure their score wasn't submitted. Why is this happening?
Regardless of clicking the X or the submit button, a survey response is submitted as long as a number is selected.
500
When syncing events from Snowflake, what is the quantity value that shows in the Usage tab if there are 5 event instances and the quantity value is not specified for any of them?
5
It defaults to 1 for each event instance count if not specified.
500
In the Daily Digest email, there are four different categories that display in the chart for ChurnScore Changes - red, yellow, green and grey. The first three correspond to ChurnScore categories, but what does the grey refer to?
The gray is “unknown” and is typically shown when we have an account that doesn’t have a ChurnScore calculation for the time period in question.
This can occur if it’s a new account where the score hasn’t been calculated yet.
500
What do you do when a customer wants to get a notification for their Calendar integration being disconnected?
Reach out to the CSM to have them set up a play to alert the customer when their integration is disconnected. Then, submit PF so product can eventually create an automated process.