Kingdon Diagnostics / BB-Demo – Training
Callcompleted
Kingdon Diagnostics: documents · 2025-02-24 13:15
Onboarding training on 24 Feb 2025 for Ryan Heslop, the customer admin. Covered users, connectors and the nightly refresh. Ryan engaged and practical, worried about unannounced credential rotations breaking a connector.
What was said
What this says
Current to 11 Oct 26Onboarding training on 24 Feb 2025 for Ryan Heslop, the customer admin. Covered users, connectors and the nightly refresh. Ryan engaged and practical, worried about unannounced credential rotations breaking a connector.
What happened: Callie Brennan ran an hour of admin training for Ryan Heslop, with Leanne Armstrong listening in. It covered users and permissions, connector monitoring and the nightly refresh check.
Customer view: Ryan wanted to know how connectors break. He said IT rotate service credentials and he does not always hear about it, which is a real risk to data freshness.
Commercial: Kingdon sits on Growth with forty licensed users. Leanne is the one building dashboards and turnaround pages for contract managers, which shows early investment.
Watch: Only a handful of logins are planned at first, and the customer must enter new credentials itself. A silent rotation would leave a connector flat and the brain stale.
Themes
Current to 9 Oct 26Theme
Admin training and connectors
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the setup note covering users, connectors, the refresh check and contacts.
- Leanne Armstrong to send Ryan Heslop the list of people who get logins.
- Ryan Heslop to confirm with IT how credential changes are handled.
Risks
Current to 9 Oct 26- An unannounced credential rotation by IT could stop a connector and leave the brain on stale data.
- Only a handful of users are planned at first, so adoption depends on the wider rollout.
Opportunities
Current to 9 Oct 26- Leanne's turnaround page for contract managers could widen use across the Growth licence.
Transcript
Callie Brennan NoneAfternoon both. Ryan, hello, nice to finally get you on a call. Can you hear me?
Ryan Heslop NoneAfternoon. Yes, I can. Leanne's in the room with me, so you might get a bit of an echo. Hang on, I'll mute her laptop.
Leanne Armstrong NoneHi Callie. I'm only here to listen really. Ryan's the one who'll be running it.- Callie Brennan NoneThat's fine, and if you've got questions, shout. So the plan for the hour is the admin side. First, how users and permissions work. Second, the connectors, what's loading and how you'd know if something stopped. Third, the nightly refresh and what to do when it looks wrong. Then I'll hand over the setup note so you can run this without me.
- Ryan Heslop NoneGood. Connectors are the bit I care about. I'd rather know now how it breaks.
- Callie Brennan NoneSensible. Let me share. Users first, because it's quick. You have forty licensed users on Growth. From the admin page you can add someone, give them a role, and remove them. Try adding a test one.
- Ryan Heslop NoneDone. Does a viewer role see everything, or can I restrict by data source?
- Callie Brennan NoneGood question. Roles control what people can do. What they can see is tied to the sources and pages they've been given. So you could give a contract manager the turnaround page without opening up everything. I'll show you where that sits.
- Ryan Heslop NoneRight, I see it. That's cleaner than I expected.
- Leanne Armstrong NoneRyan, can you give the contract managers access to my turnaround page first? That's the one they're asking for.
- Ryan Heslop NoneYes. I'll do that after this call, with the names you sent.
- Callie Brennan NoneLovely. Connectors next. This screen shows each source, when it last loaded and how many records came through. The thing to watch is the record count. If a source says it loaded but the count is flat for days, that usually means it's connected but not actually bringing anything new.
- Ryan Heslop NoneSo a green tick isn't enough.
- Callie Brennan NoneNot on its own, no. Tick plus a count that moves. And when it does go wrong, it's nearly always because something changed at your end, a renamed field, a password rotated, a permission pulled.
- Ryan Heslop NoneThat last one worries me. IT rotate service credentials on a schedule and I don't always hear about it.
- Callie Brennan NoneThen that's the first line in your setup note. Ask your colleagues in IT to tell you before a rotation, and put the new credentials in through the connector page the same day. I won't touch a connector without written access, so you'd be the one entering it, and I'll show you how.
- Ryan Heslop NoneOkay, I've done it on the test connection. It took the new details and reloaded.
- Callie Brennan NonePerfect. Now the refresh. It runs overnight and is complete by seven in the morning on working days. If you come in and the last refresh time says yesterday, check the connector page before you do anything else.
- Leanne Armstrong NoneWhat do we do if it's just wrong, though? Not broken, just wrong. I mean a number that looks off.
- Callie Brennan NoneSame method as Friday. Click through to the sources under the answer, compare with the record in the original system, and if they differ, that's a mapping question. Send us the question you typed and the record you expected. Don't try to fix the mapping yourselves, that's ours to look at.
- Ryan Heslop NoneFair. Can I ask about the dashboards? Leanne's built a few. Who owns them if she's off?
- Callie Brennan NoneAs admin you can see and reassign every page and dashboard, so nothing gets stuck with one person. I'd suggest you make that a habit, keep a short list of what exists and who looks after it.
- Ryan Heslop NoneRight. I think I'm happy with users and connectors. I'd like to try the refresh check myself tomorrow morning, see what it looks like when nothing's wrong.
- Callie Brennan NoneThat's exactly right, know what normal looks like. Let me recap what I need from your side. A list of who gets logins, from Leanne. Confirmation from IT about how they handle credential changes. And a note from you if any source gets changed or replaced.
- Leanne Armstrong NoneI'll get the list to Ryan by tomorrow. There's about a handful, then we'll widen it.
- Callie Brennan NoneGood. I'll send the setup note this afternoon, covering users, connectors, the refresh check and who to contact. You've got Amara as your CSM for anything ongoing, and I'm here through the rest of the onboarding.
- Ryan Heslop NoneGreat. Thanks, that was useful. More than the documentation, anyway.
- Callie Brennan NoneHa, thanks. Speak soon, both. Thanks, Callie.
- Leanne Armstrong NoneThanks Callie, bye.
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