Kooth Basics
What state did Kooth start in?
PA
What is the My Profile section?
The overview of your accounts, notifications and tasks. Daily start and end point.
What is the drive path for the peer evaluation form for practice presentations?
US Customer > Internal > Onboarding > Onboarding Materials > Additional Materials
Blocking your calendar is a form of...?
Time Management or Organization
What types of questions should we be asking customers?
Intent-based, open-ended questions
Name an example of an engagement activity?
Student workshops
Parent webinars
Live forums
Conferences
BOE meetings
Student Ambassador Programs
ETC.
What is a segment?
A highly flexible query engine that drives analysis, process, health, and focus throughout Totango.
Where are the Totango Guidelines?
Shared Drives > *US Customer > Internal-Facing Materials and Resources > 04. Training & Professional Learning > Ongoing Team Training > 03. Totango
OR Slack > #us_cs_team_business >Totango
OR in Totango > Help > Kooth - Totango Guidelines
Who is the CS contact for marketing questions?
Jivan Muradian, Lead Marketing Coordinator (CS Team)
What is it called when we observe how the stakeholders are reacting to the presentation?
Reading the room
What states are we currently in (2023-2024)?
PA
CA
IL (new in 2024)
What is a touchpoint?
They are logged engagements with your customers (i.e., in-person meeting, phone call).
What is the Slack Channel to talk to the Product team?
or
soluna-omega-feedback-questions
Who is the CS contact for team research questions?
Cia Braune
What are the two key skills when consulting and presenting?
Who are the SUs?
Individuals/ youth who use our product
Do the clients have access to Totango to view health scores and tasks?
Not at this point in time.
Where is the CSM FAQ?
US Customer > Internal > Onboarding > CA Core Knowledge
or ca_cs-team_business
How can you confirm (using Google Suite) if someone is available to meet with you at a specific time?
Check the calendar and use the "Meet with..." function.
What is the first call called in the Customer Journey?
Outreach
What are the five steps in the Customer Journey?
1. Outreach
2. Discovery & Success Planning
3. Awareness
4. Adoption
5. Established
Can you assign tasks to others when running a SuccessPlay?
Yes!
Where do you find branded materials?
US Customer > Customer Facing > Templates and Resources
US Marketing > 03_CA > 2024 Launch Assets / 2024 Launch Kit.
Websites - internal for ordering and external for stakeholders
What are the four pillars of CSM Responsibility?
1. Onboarding & Engagement Strategy
2. Relationship Management
3. Data Analysis & Reporting
4. Customer Feedback & Advocacy
Provide an example and resolution to a customer objection
Depending on the answer it should contain a note of why the client is saying no and follow LAER model (Listen, Acknowledge, Explore, and Respond).