Creating Accounts and Users in Reptrics

Creating Accounts and Users in Reptrics

Overview

This document details out the options available to create Accounts and Users in Reptrics. 

What is an Account? 

An account in Reptrics is equivalent of a customer’s tenant/instance. Aggregation of Product Usage events and calculation of Health, Alerts, Milestones are happens at an Account level.

Who is a User?

A User belongs to an Account, and performs activity in your product. Login and Product Usage events as well as support tickets are logged against each User. 

Prerequisite

Finalize Unique Account and User IDs

One of the most important aspects that needs to be finalized before creating Accounts and Users in CSB is recognizing the identifier that will serve as the Unique Account ID and User ID.

Why does Reptrics need unique IDs?

Reptrics pulls aggregates data pulled from different third-party tools (CRM, Subscription, Support, Analytics) and data pushed via APIs/JS to track Health, Segments, Alerts and Milestones . The unique Account and User identifiers enables Reptrics with the identification of the exact record to be updated with the right data. 

What are the most effective Unique IDs?

Listed below are our recommendations for the Account and User identifiers. 

Account ID

Field

Source

Recommendation

Action

Tenant /

Instance ID

Backend

Strongly Recommended

Map the unique identifier of tenant/instance to a custom field belonging to an Account/ Customer Object in third-party systems

Customer ID / Account ID

Subscription/

Billing

Recommended

Map the Customer ID/Account ID to all systems the data would be pulled/pushed from

Account ID / Opportunity ID

CRM

Acceptable

Set the Account ID/Opportunity ID to all systems the data would be pulled/pushed from

User ID

Field

Source

Recommendation

Action

Email ID

Backend

Strongly Recommended

No action required - as email ID would already be available in all systems

User ID

Backend

Strongly Recommended

Map the unique identifier of tenant/instance to a custom field belonging to the User/Contact Object in third-party systems

Contact ID / User ID

CRM / Support / Analytics

Acceptable

Map the Contact ID/User ID to all systems the data would be pulled/pushed from

Creating Accounts and Users in Reptrics

We explain below how to create Accounts and Users in Reptrics and when to create them. You can always contact us if you would like us to share inputs on how best to architect this for your unique setup.

When should Accounts be created? 

We strongly suggest that a new account should be created using our Create Account API call whenever instance/tenant is provisioned at your backend. This ensures that Accounts instantly show up in Reptrics as soon as they are created. Same approach can be used for maintaining Account attributes on an ongoing basis by using our APIs when an account is updated at your backend.

Alternate can be to tie this to your subscription management system, and utilise new subscription as the trigger for creating a new accounts. 

Source

Creation Trigger

Recommendation

How?

Created when?

Tenant/

Instance

Provisioning

Strongly Recommended

Create Account API

Immediate

Subscription

New Subscription

Recommended

Subscription Integration

Daily Sync

CRM

Deal marked Closed-Won

Acceptable

CRM

Integration

Daily Sync

Analytics

First action logged

Acceptable

Analytics Integration

Daily Sync

When should users be created? 

We strongly suggest that a new account should be created using our Create User API call whenever user is created in your backend. This ensures that Users instantly show up in Reptrics as soon as they are created. Same approach can be used for maintaining User attributes on an ongoing basis by using our APIs when a user is updated at your backend.

Source

Creation Trigger

Recommendation

How?

Created when?

Tenant/

Instance

Provisioning

Strongly Recommended

Create User API

Immediate

CRM

User/Contact Added under a Closed-Won deal

Acceptable

CRM Integration

Daily Sync

Support

Support ticket created

Acceptable

Support Integration

Daily Sync

Analytics

First action logged

Acceptable

Analytics Integration

Daily Sync

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within Reptrics. Use Chat option from Chat icon in left side navigation bar

  2. Send an email to support@reptrics.com




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