Introduced in 2025.1. Contact your customer success manager to enable this feature during upgrade.
Client Center, Deals, Events, and Prospector support the following features for user walkthrough and user metrics. Note that Prospector already has several walkthroughs, user onboarding checklists, and resource center deployed to production as of January 2025.
USER WALKTHROUGH
FLOWS
Flows can guide users through specific workflows, or demonstrate how to complete a process via video. They are shown in various formats within the application. Below are examples of the most common use cases.
Modal: Displays text or embedded video within a modal window.
Slide-Out: Appears at the bottom-left of the screen, containing text or embedded video.
Tooltip: Points to a specific component on the screen, providing contextual information.
Modal containing embedded video and text
Slide out that contains an embedded video and text
Tooltip pointing to a component
BANNER
Banners are used to communicate important information such as new releases, live training sessions, or major maintenance windows. Positioned at the top of the page, they can display text and links. The example below is a blue banner announcing a live training session with a link to register.
Banner announcement for training
HELP PINS
In app help pins provide users with tips and tricks. They can be placed throughout the application, anchored to specific fields or components. Example below is a pin help on the stage component, offering users a prompt on when to advance through the stages.
Contextual help for inputting a field such as stage
CHECKLISTS
Checklists are used to guide new users through navigation and major workflows of the application. It can also provide existing users an update on new processes or advanced tips. They are positioned in the bottom left or bottom right of the application and can trigger specific walkthroughs. Once a checklist is completed, it will no longer appear. The example below shows a list of walkthroughs for new users being onboarded in Client Center.
New users receive onboarding checklist for basic navigation and workflows of CRM
RESOURCE CENTER
The Resource Center provides users access to additional links or flows that can be revisited. They are positioned in the bottom right of the application, typically next to checklists, the resource center remains visible at all times. Example below shows a Prospector page where users can access Tier1’s documentation portal or relaunch the flow for search or account targeting.
Resource Center that users can always access
SURVEYS
Surveys are used by Tier1 to gather feedback on the product. They consist of two questions: first, users are asked to rate, on a scale of 0 - 10, how likely they are to use the CRM. Second, they are asked to provide free-form text explaining their rating.
Survey to understand if users find value in system
USER METRICS
The following reports are available to review with your customer success manager.
Aggregate usage report: Provides data for the last 7, 30, 60, 90 days which includes metrics such as daily active users (DAU), events triggered, experiences triggered, stickiness (DAU/MAU), sessions.
Usage reports: Provides data for specific flows or events triggered. Example below shows a report of the last 7 days on new simplified search vs classic search usage.
Report showing last 7 days of two specific events: classic search and simplified search usage
Events triggered refers to when a user interacts with a feature that Tier1 tracks. This includes basic metrics such as when a user opens the Activity Radar, switches to a specific cube, or enables dark theme. However, Tier1 does not track user search queries or input data.
DEPLOYMENT
By default when you upgrade to 2025.1,
User walkthroughs and metrics are enabled on Prospector.
User walkthroughs are not enabled on Client Center, Events, and Deals.
Basic user metrics are enabled on Client Center, Events, and Deals.
Work with your customer success manager on the following.
Setup periodic reviews for user metrics.
review the aggregate usage on Client Center, Events, Deals, and Prospector.
review the walkthroughs usage and assess their effectiveness.
review specific application events you want to track to determine if users are using a feature. Note that if a requested application events is not already tracked, it may require a product enhancement request.
User walkthrough rollout.
Determine what user walkthrough features you want to enable.
Decide which specific workflows, processes you want to cover.
Target your users - whether all users or specific segments. The following parameters can be used for targeting specific users.
Events user type
Product version
Org name
Org Id
User profile name
User role name
User Id
Note: We store the data used for targeting such as the parameters listed above, but we do not store any personally identifiable information (PII) such as name, email, title, phone, address.
FEEDBACK
If you have any feedback, such as specific events you'd like to track or additional feature requests, please send it to [email protected] or contact your Customer Success Manager.