Hartside Student Living / BG-Demo – Training
Callcompleted
Hartside Student Living · 25 Jun 2026 10:45
Training call on 25 Jun 2026 for Zainab Ali and Sana Rahman. Zainab saw search, chat, pages and export and left with homework. Her team is partly sceptical and will start small.
What was said
What this says
As at Fri 9 Oct 2026Training call on 25 Jun 2026 for Zainab Ali and Sana Rahman. Zainab saw search, chat, pages and export and left with homework. Her team is partly sceptical and will start small.
What happened: Hamza Akhtar walked Zainab through search, chat, pages and dashboards using her own helpdesk and agreement questions. A how-to ticket she raised was already answered, and the export route closed it.
Customer view: Zainab found the agreement clause she had never located and said the guide was less clear than the session. She will still click through to sources before telling a university anything.
Commercial: Sana is building ticket dashboards and will add Zainab as a viewer. There is room under the forty users, so adoption in resident services is headroom.
Watch: Some of Zainab's team are sceptical, so early real questions matter.
Themes
As at Fri 9 Oct 2026Theme
Resident services adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Zainab Ali to make one page from a real query this week and send Hamza Akhtar the link.
- Sana Rahman to add Zainab and her team as viewers and continue the ticket dashboard.
- Hollie to contact the customer about the first quarterly review.
Risks
As at Fri 9 Oct 2026- Some of Zainab Ali's team are sceptical and could drift off if early answers disappoint.
- Answers are only as good as the loaded data, so a stalled connector would undermine trust.
Opportunities
As at Fri 9 Oct 2026- Resident services is a new team on the Growth subscription, with spare room under the forty users.
- Pages and dashboards give Bethany Cole short briefing material for partner reviews.
Transcript
Hamza AkhtarMorning, both. Can you see my screen? I've just shared the brain.
Zainab AliMorning. Yes, I can see it. Bit small, but I'll cope.
Sana RahmanMorning. I'm in, sorry, I was finishing something. Zainab, I'll try and stay quiet and let you ask the questions, since you'll be the one using it day to day.- Hamza AkhtarLovely. Now, before I go anywhere, tell me how you work at the moment. What does a normal morning look like for resident services?
- Zainab AliMostly the helpdesk queue, honestly. Residents report things, a lot of it is repairs and noise, and then universities ring about the ones that have escalated. I spend a lot of time searching for what's already been said and to whom.
- Hamza AkhtarRight. So that's the thing we'll build the session around. Let me start with search, because it's the quickest win. I'll type a building name and see what comes back.
- Zainab AliGo on, try the one we had trouble with last month. The heating one.
- Hamza AkhtarOkay, so I've put in the building and the word heating. You can see it's pulled tickets, a couple of email threads, and the line in the nomination agreement about maintenance response. All in one list.
- Zainab AliOh, that's the bit I'd never find. I didn't know the agreement said anything about that.
- Sana RahmanIt's in a schedule at the back. Most people skip it. This is why we cleaned up the folder, so only the signed copies are in there.
- Hamza AkhtarExactly. And if you click through, it takes you to the original, so you're never trusting a summary without being able to check it.
- Zainab AliCan I filter by university rather than building? Because they think in terms of their own students, not our blocks.
- Hamza AkhtarYou can. There's a filter on the left. Have a go, I'll stop sharing control and you tell me where to click. Actually, I can't hand over control on this setup, so just talk me through it.
- Zainab AliOkay, so I'd want the filter on the university name, and then maybe a date range. Is it that dropdown at the top?
- Hamza AkhtarThat's the one. I've picked the university. Now it's only showing items linked to that partner. Fewer results, much tidier.
- Zainab AliThat's nicer than what I've got now. Right, that would've saved me an hour on Monday.
- Hamza AkhtarGood. Let's move on to chat, which is where most people end up spending their time. Instead of searching, you ask it a question in plain English and it answers from the same data.
- Sana RahmanCan I just say, the phrasing matters. If you ask something vague it gives you something vague. I learned that the hard way in the first few weeks.
- Hamza AkhtarYes, that's true. So, for example, I'll ask: which repairs for this university are open longer than the agreement allows? Watch what it does.
- Zainab AliMm. It's thinking. Oh, it's listing tickets. And it's got the clause underneath, so I can see the comparison.
- Hamza AkhtarRight, and notice it tells you where it's got each piece from. If something looks wrong, you can open the source and check.
- Zainab AliCan it be wrong, though? Honestly. I don't want to tell a university something and then find out the answer was off.
- Hamza AkhtarIt can be, if the underlying data is wrong or stale. It doesn't invent things out of nowhere, but it can only be as good as what's loaded. That's why the nightly refresh matters and why Sana keeps an eye on the connectors.
- Sana RahmanI check them first thing. If one of them stops loading, I see it before anyone asks a question on old data.
- Zainab AliOkay. That's reassuring. I'll still click through before I say anything to a university, though.
- Hamza AkhtarWhich is exactly the right instinct. Now, pages. These are the saved write-ups, so if you ask a good question and want to keep the answer, you can turn it into a page and share it with the team.
- Zainab AliLike a briefing note?
- Hamza AkhtarExactly like a briefing note. Let me make one now from that repairs answer. There. It's got a title, the text, and the links to the sources. You could send that to Bethany before a partner review.
- Sana RahmanShe would love that, by the way. She keeps asking for something she can read in five minutes.
- Zainab AliI'll make one for the university that rang last week. Can I edit it after?
- Hamza AkhtarYou can. And if the data underneath changes, the page can be refreshed, so it doesn't go out of date quietly.
- Hamza AkhtarOkay, I'll pause there for a second. Anything you want to go back over before I do dashboards?
- Zainab AliJust one thing. I raised a ticket last week with BG-Demo because I couldn't work out how to share a page with someone who isn't a user. Did that get answered?
- Hamza AkhtarI saw it, yes, and the how-to answer came back quickly. The short version is that you can't share a live page with somebody outside, but you can export it. I'll show you where the export is, because it's easy to miss.
- Zainab AliRight, I did get the answer, I just hadn't tried it. Show me.
- Hamza AkhtarIt's under the three dots at the top right of the page. Export, and then you choose the format. It keeps the source links in the footnotes.
- Zainab AliPerfect. That solves it. I'll stop worrying about it.
- Hamza AkhtarDashboards, then. This is the bit Sana is going to have more fun with than you, Zainab, but I want you to see what's possible so you can ask for things.
- Sana RahmanI've built a couple already. One's a table of open tickets by university, with the age of each one. It's rough, but people have been looking at it.
- Zainab AliThat's the one I want on my screen first thing. Can I see it?
- Sana RahmanYes, I'll add you as a viewer after this call. You won't be able to break it, which is the main thing.
- Hamza AkhtarGood plan. And later, when more of the team is on, you can decide who gets to edit and who just views. You've got room, forty users in total, so there's no pressure to be stingy.
- Zainab AliI'll probably start with my own team and see how it goes. A couple of them are sceptical, to be fair.
- Hamza AkhtarThat's sensible. Sceptics come round when they see it answer something they actually needed. Give them a real question, not a demo one.
- Sana RahmanThat's what we did with the partnerships team, and it worked. Bethany's lot have been in far more than I expected.
- Hamza AkhtarRight, let me wrap up what I'd suggest as homework. Zainab, make one page from a real query this week and send me the link so I can sanity check it. Sana, add Zainab and her team as viewers, and keep going on the ticket dashboard.
- Zainab AliFine. I'll do that for the university that rang. And thanks, this has been much clearer than the written guide.
- Sana RahmanAgreed. Thanks, Hamza.
- Hamza AkhtarMy pleasure. Hollie will be in touch about the first quarterly review, so you'll hear from her soon. Speak soon, both.
- Zainab AliBye, thanks again.
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