Marchbank Couriers / BB-Demo – Training
Callcompleted
Marchbank Couriers: documents · 2024-01-08 16:45
Training call on 8 Jan 2024 with Lorna Wishart and Calum Sneddon. Callie Brennan covered search, chat and admin on Starter. Salesforce and Zendesk are live, and Xero was recommended as a further connector.
What was said
What this says
Current to 11 Oct 26Training call on 8 Jan 2024 with Lorna Wishart and Calum Sneddon. Callie Brennan covered search, chat and admin on Starter. Salesforce and Zendesk are live, and Xero was recommended as a further connector.
What happened: Callie Brennan trained Lorna Wishart and Calum Sneddon on search, chat and admin. Calum, who will manage user access, had already logged in and found the connector panel.
Customer view: Calum asked sensible questions about multi-system search, what happens if a Salesforce password changes, and whether seats are named or concurrent. No concerns about value, price or rivals were raised.
Commercial: Callie noted the Starter limits of 15 named users and two more connectors, and recommended adding Xero. The 15-user limit was explained as the point at which an upgrade to the next tier would apply.
Watch: Connectors error and stop pulling data if credentials change, so a broken source is a risk to freshness.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the Xero setup guide and a one-page setup note.
- Calum Sneddon to explore the connector panel and decide on adding Xero.
Risks
Current to 9 Oct 26- A changed system password would stop a connector loading until a ticket is logged and credentials are reset.
Opportunities
Current to 9 Oct 26- Xero is a natural third connector, with two more available within the Starter limit.
- Growth in named users beyond 15 would point to an upgrade from Starter.
Transcript
Callie Brennan NoneHi, thanks for joining us. Lorna, Calum, is everyone there?
Lorna Wishart NoneYes, we're both here. Thanks for making the time.- Callie Brennan NoneGreat. So what I want to cover today is the search function, the chat interface, and then some admin basics for Calum. We've got a good hour so we should have plenty of time. First thing, have you both had a chance to log in and have a bit of a poke around yet?
Calum Sneddon NoneYeah, I got in last week. I found the connector panel but I'm not entirely sure what to do with it.- Callie Brennan NonePerfect, that's exactly what we're going to cover. So connectors are how the brain pulls your data in, Salesforce, Zendesk, and any other systems you're using. Right now you've got Salesforce and Zendesk live, is that right?
- Lorna Wishart NoneYes, that's right.
- Callie Brennan NoneGood. And you're on Starter, so you can add two more connectors. Do you use Xero for accounting?
- Lorna Wishart NoneWe do, yes.
- Callie Brennan NoneI'd definitely recommend adding that one. I'll send you the setup guide after we finish. Now, let me walk you through the search function. The brain is built to understand questions in natural language. So you'd type something like 'show me all customer complaints from law firms in the past month' and it pulls the answer from Zendesk, Salesforce, everywhere at once.
- Calum Sneddon NoneThat's useful. So it's pulling from multiple systems in one go?
- Callie Brennan NoneExactly. And it shows you the sources so you can drill into any of them. The chat feature works similarly, it's more of a conversation. You can ask follow-ups and it keeps the context. One of the most important things is data freshness. We refresh everything every night and it should all be complete by 07:00 the next morning.
- Calum Sneddon NoneWhat happens if something breaks, like if we change a password in Salesforce?
- Callie Brennan NoneThe connector will error and stop pulling data. That's when you'd log a helpdesk ticket and we can help you reset the credentials. Before we switch on the refresh, I need to make sure you're comfortable keeping those credentials secure and available. You've got them documented somewhere?
- Lorna Wishart NoneYes, we've got them in our shared drive.
- Callie Brennan NoneBrilliant. That maps cleanly then. Now on the admin side, Calum, you'll manage user access, permissions, adding and removing people. It's all in the admin panel. Starter comes with 15 licensed users.
- Calum Sneddon NoneAre those concurrent or named seats?
- Callie Brennan NoneNamed seats. So each person counts as one whether they're logged in or not. If you need more than 15 you'd upgrade to the next tier. And on support: any technical issues, you log a helpdesk ticket and get a response within four business hours on Starter. For usage and adoption questions, that's Daniel, your CSM.
- Lorna Wishart NoneSo we've covered search, chat, and admin. Is there anything else we should be thinking about?
- Callie Brennan NoneI'll send you a one-page setup note with all the key things we've talked through today, the Xero guide, and the contact info for support. That way you've got it all in one place. Any other questions before we wrap?
- Calum Sneddon NoneI think we're good to go.
- Callie Brennan NoneGreat. Thanks both of you for your time. Good luck with the rollout and I'll get that summary over to you today. Cheers.