Journeys and Plays
What is a journey?
A map of key Milestones within customer life cycles.
What is a segment?
A Segment is a live list of values based on filters you configure, like a smart list or report.
What are two examples of where one can receive alerts outside of ChurnZero?
Alerts can also be triggered as Emails, Slack Messages, and/or Text Messages.
NPS shows us the results of Net Promoter Surveys powered through the account. How can you tell if someone responded to the survey or not?
If the Response Date field is empty, then the survey has not be taken.
Event Usage Data is synced from your product into ChurnZero. What is one example of the kind of information the Account Usage Tab shows?
True or False: Once a customer enters a play, the only way to exit a play is by completing it.
False
What is the difference between a Global and Private Segment?
Global Segments are available to everyone. Private Segments are only visible to me.
You've noticed some Contacts are disengaged. You'd like to receive an Alert when the Contact logs in for the first time this month. Which Alert Type would be the best to create?
Event Alert
True or False: The lower the ChurnScore the higher the likelihood a customer will renew.
True
Event Data is synced from your product into ChurnZero. Name a piece of information that can be found in an Account Usage Tab.
Event Details
Time Spent in Product
Top Contacts and Usage Log
What is a Play?
a Play automates messaging and tasks based on a user or account's engagement metrics.
If you manage a team, what is the best Segment view to show your team's accounts?
"Accounts in my domain"
You've been onboarding several new clients and you'd like to know if an Account gets stuck in the Onboarding Journey. Which Alert Type would be the best to create?
Segment Alert
You've noticed some of your customers ChurnScores have been turning from Green to Yellow. You want to create a Segment to find out which of your customers you haven't met with in the past 60 days. Which Segment would you create that's only visible to you?
Create a Private Segment
Your customer wants to know how many support tickets they've submitted. Where would you be able to do this?
Yes, under the Custom Tables Tab (while applying a filter)
What happens to a Task when it is marked as Completed?
The task is posted as a Logged Activity for the Account.
Name an action that can be performed with Column Sets.
Add Attributes and Usage Aggregates fields
Customize the order of selected fields
Add Journey Details, and ChurnScore History fields
Establish an aggregate timeframe
True or False: I can be Alerted for Accounts that I do not own?
True
Found in My Dashboard, what is the Hot List?
Accounts that are up for renewal.
On My Dashboard, how often does the Account Health dashboard update?
Once per day.
Describe the difference between a journey and a play.
Journeys are your overall process for the customer life cycle or journey that are documented in an interactive way. This is to help your team ensure tight process management with analytics that will help you identify roadblocks in the process that need refinement. Plays are more situational instances per Account or Contact that allow you automate and become more proactive. This can be when positive things like expansion opportunities present themselves or when a customer needs to be nudged to use a sticky feature that will help them reach their goals. Plays also help supplement Journeys with customer-facing items such as Emails, In-App Announcements, Updates to Accounts, and more.
Name an action that can be performed with the Bulk Action options.
Create Task(s)
Compose
Log Activities
Manage a Journey
The Daily Digest empowers you to start each day with a clear game plan and actionable insights. Name something that is included in the Daily Digest.
Tasks assigned to you that are overdue or due today.
Messages waiting for your review.
Meetings on your calendar for the day.
Alerts you received yesterday.
ChurnScore changes from the previous day to today for your accounts.
Your manager wants to know how many of your accounts are up for renewal a month from today, ASAP. What is a quick way to find this information?
Go to My Dashboard and look under Account Health. Change the "Renewing in" filter to: Next 30 Days
If I want to find the event that occurs the most across all my Accounts, I would look at the ____________ section in my Events Dashboard.
Top Events