Copperwick Logistics / BB-Demo – Training
Callcompleted
Copperwick Logistics: documents · 2026-07-27 15:30
Training session for Jasmine Ortega, Customer Success Director, on chat, pages and search. She will pass it to account managers. Dashboards are deferred and a TMS scoping gap goes to the admin session.
What was said
What this says
Current to 11 Oct 26Training session for Jasmine Ortega, Customer Success Director, on chat, pages and search. She will pass it to account managers. Dashboards are deferred and a TMS scoping gap goes to the admin session.
What happened: Laura Penhaligon walked Jasmine through chat, saving and sharing a page, and search with filters. Jasmine's shipper question returned the account owner and recent tickets with source links.
Customer view: Jasmine values answers tied to records and expects search to be the gentler entry point for account managers. She wants people to see it work before being invited.
Commercial: Only a handful of people are in against room for forty on the licence. Dashboards are on her tier but deliberately held back.
Watch: A delivery question about the TMS returned little because TMS data is limited to what was agreed at the start. Page ownership by individual creators is a handover risk.
Themes
Current to 9 Oct 26Theme
Training, adoption, early usage
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jasmine Ortega raises the TMS field scoping question in the admin session later that day.
- Laura Penhaligon sends a short written guide on question tips and filters.
- Jasmine finds two or three account managers to try the shipper overview page this week.
Risks
Current to 9 Oct 26- TMS answers are thin because the indexed scope is limited to what was agreed at the start.
- Pages are owned by their creator, so a leaver or team move could orphan them.
Opportunities
Current to 9 Oct 26- Account managers brought in through search could fill the unused licensed seats.
- The dashboards builder is a later session once people ask repeat questions.
Transcript
Laura Penhaligon NoneHi Jasmine, can you hear me alright?
Jasmine Ortega NoneYes, loud and clear. Hi Laura. Sorry, give me a second, I'm just sorting out the recording thing on my side.- Laura Penhaligon NoneNo rush at all. It's still morning for you, isn't it? It's half three here.
- Jasmine Ortega NoneHalf nine, second coffee. Chicago is already properly hot, if I'm honest.
- Laura Penhaligon NoneLucky you, it's drizzling here. Right, so today I thought we'd go through the basics from your side as customer success: how to ask the brain questions, how pages work, and then search. The admin and connector bits we can leave for the session with your Salesforce admin.
- Jasmine Ortega NoneYeah, that's the later one. Today it's just me, and I'll be passing this on to the account managers afterwards, so I want to be able to explain it simply.
- Laura Penhaligon NonePerfect. That's the right way round, actually. Let me share my screen. Can you see the home view?
- Jasmine Ortega NoneI can. That's our workspace, yes. It's quite empty still.
- Laura Penhaligon NoneIt is a bit, but that's normal at this stage. A handful of people are in so far, and you've got room for forty on the licence. So there's plenty of headroom to bring the wider team in once they're comfortable.
- Jasmine Ortega NoneRight, that's the plan. I'd rather people see it work first than send an invite and have them bounce off it.
- Laura Penhaligon NoneSensible. So, chat first. This box is where you just type a question in plain English. Try something you'd really ask. What would you want to know about a shipper before a call?
- Jasmine Ortega NoneOh, easily: has this shipper had any late deliveries, are there open support issues, and who's the owner in Salesforce. That's three tabs for me today.
- Laura Penhaligon NoneGo on then, type it in just like that. Don't tidy it up.
- Jasmine Ortega NoneOkay, it's thinking. Oh. It's come back with the account owner and a summary of the last few tickets. Mm. And there's a little source link under each line.
- Laura Penhaligon NoneYes, that's the bit I'd point your account managers at. Every line is tied back to a record, so if someone says where did that come from, they click through and see the Salesforce record or the ticket itself.
- Jasmine Ortega NoneThat's useful. Half the battle with new tools is people not trusting the answer.
- Laura Penhaligon NoneExactly. And it will say when it doesn't know. If the data isn't there it won't make something up, it'll tell you which source is missing.
- Jasmine Ortega NoneSorry, I was just trying a couple of my own. The delivery question about the TMS didn't give me much. Is that a connector thing?
- Laura Penhaligon NoneProbably a scoping thing, yes. It only knows what's been indexed, and the TMS data is limited to what we agreed at the start. That's one to raise with your admin in the next session, so you're asking for the right fields.
- Jasmine Ortega NoneOkay. I'll make a note. Can I ask, is it better to ask short questions or long ones?
- Laura Penhaligon NoneHonestly, specific beats short. Name the shipper, say the time period, say what you want back. So not tell me about this account, more what changed with this shipper in the last month.
- Jasmine Ortega NoneRight, right. Name, period, outcome.
- Laura Penhaligon NoneNow pages. If you find yourself asking the same question every week, you can save it as a page. It's basically a living briefing. Let me build one with you: a shipper overview.
- Jasmine Ortega NoneOh, so I can pin the answer and it refreshes?
- Laura Penhaligon NoneIt refreshes overnight. The nightly refresh is done by seven in the morning your time on business days, so someone opening it at the start of their day has the latest.
- Jasmine Ortega NoneThat would have saved me a Monday morning scramble last week. Could I share a page with the whole team?
- Laura Penhaligon NoneYes, there's a share button top right. Anyone with a seat can open it. Try it now, share it with yourself if you like, just to see what it looks like.
- Jasmine Ortega NoneDone. It's showing up. Ha, it's got my name on it as the owner.
- Laura Penhaligon NoneGood, that matters. Whoever creates the page owns it, so if you leave the company, or just move teams, someone should take it over. Worth saying to your account managers early.
- Jasmine Ortega NoneYeah. We've been bitten by that with spreadsheets before. Nobody knows who built it.
- Laura Penhaligon NoneOkay, search now. This is different from chat. Chat gives you an answer. Search gives you the documents and records themselves, ranked. Useful when you know roughly what you're after, say an email thread with a shipper about a rate change.
- Jasmine Ortega NoneMm. That's found the thread. But it's also given me three older ones. Can I filter by date?
- Laura Penhaligon NoneYes, filters are on the left. Date, source, owner. Source is the one most people forget. If you only want helpdesk tickets, tick that and the rest drops away.
- Jasmine Ortega NoneOkay, that's much cleaner. I think the account managers will take to this one quicker than the chat, actually. It feels more familiar.
- Laura Penhaligon NoneThat's common, yes. Search is the gentle way in. Chat tends to click once they've seen it answer something they care about.
- Jasmine Ortega NoneCan I ask about the dashboards? I saw them on the original demo and I wondered whether we're ready for those.
- Laura Penhaligon NoneYou've got the dashboards builder on your tier, so it's there when you want it. I'd hold off until people are asking the same things regularly. Then you'll know what's worth charting. We can do a session on it later in the summer.
- Jasmine Ortega NoneThat makes sense. Let's get people using what's here first.
- Laura Penhaligon NoneShall we recap? So you've asked questions with the shipper name and period, saved a page, shared it, and used search with filters. That's the core of it.
- Jasmine Ortega NoneYeah, and the TMS question for the admin session. And I'll find two or three account managers to try the shipper overview page this week.
- Laura Penhaligon NoneLovely. I'll send over a short written guide after this, with the question tips and where the filters are, so you can forward it on.
- Jasmine Ortega NoneThat would be brilliant. And then the admin session is later today, is that right?
- Laura Penhaligon NoneLater today, yes. I'll see you both there. Thanks for your time, Jasmine.
- Jasmine Ortega NoneThanks Laura, speak soon. Bye.
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