Are you setting up Catalyst for the first time? Here are the suggested resources to bring your data into Catalyst and get your teams going with notes, tasks, and more.
The following steps provide a high-level outline for implementation. Catalyst provides all customers with a detailed implementation plan to ensure these tools map to your overarching business goals and CS strategy. Learn more ➡
1. Bring your customer data into Catalyst
Work with your Salesforce administrator to bring in account, opportunity, and contact data—and keep them in sync going forward. You can also add more data sources to centralize all customer data into Catalyst.
- Configure Salesforce integration: Set up the initial integration with your Salesforce instance.
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Map synced fields: Once the integration is configured, begin mapping "synced" fields from Salesforce to your Catalyst instance.
- [Optional] Manage additional Salesforce objects: After integrating with Salesforce to sync records from primary objects (account, opportunity, contact), you can add additional Salesforce objects for bi-directional sync with Catalyst, such as conversations, cases, and survey responses.
- [Optional] Configure a data warehouse integration: If you manage customer data in additional systems, enrich your Catalyst records with even more customer insights.
- [Optional] Configure other integrations: From support and ticketing to communication and product analytics, configure more integrations to enhance Catalyst daily use.
2. Create layouts and templates
Prepare Catalyst for daily use. To help orient your teams to the insights and customer engagement activities most relevant to them, set up segments, layouts, and templates.
- Create starter segments: Segments represent meaningful groupings of records that you and your teams can reference throughout Catalyst again and again. Start your team's segment library by creating common segments to be used by all (e.g., All Accounts, At Risk Accounts, Upcoming Renewals, etc.).
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Create home and object-level layouts: Familiarize yourself with the out-of the box layouts and views. Create new layouts for different use cases (e.g., CSM Home, Account 360, Leadership, Renewals, At Risk, etc.). Use quick filters and save new company layout views for your teams.
Looking for inspiration on the layouts to build? Check out these resources.
- Create note and task templates: Create a library of starter notes and tasks for your teams to use. Templates include pre-filled field values and contents to make note and task entry faster (e.g., customer sync, customer escalation, renewal meeting). You can also add custom note and task fields to ensure your teams capture consistent data points.
3. Build automations
We encourage you to set up these items before inviting your team: Health profiles, customer journeys, expansion signals, and playbooks. Once configured, you can add even more modules and layouts to ensure your team has a powerful set of dashboards and process automation—from the moment they log into Catalyst. Learn more ➡
4. Set up your teams for access
Get your teams started! Invite your teams to view and manage customers. In tandem, you can keep enhancing Catalyst as you go.
- Configure authentication: Review how your teams will log into Catalyst. Set up required organizational mail permissions to ensure other Catalyst users can leverage email integrations for manual and automated email sending.
- Prepare for launch! Ensure your team understands the value of Catalyst. Many Catalyst customers formalize this process by setting up a company-wide launch call with ongoing office hours, create a Slack channel for feedback and Q&A, and model good habits by using Catalyst layouts in 1:1s and team meetings.
- Configure users and roles: Ensure each person on your team has what they need to be successful in Catalyst.
✨Your teams can begin using Catalyst for daily use! Continue enhancing automations that help your teams more efficiently protect and grow their customer accounts.