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When you do business with multiple entities, subsidiaries, franchises, or divisions of the same company, it becomes important for customer success managers to get the full context of all the ongoing activities with the company in different regions or markets.
Account Hierarchy in Freshdesk Customer Success
Freshdesk Customer Success lets you capture your account relationships between parent companies and their subsidiaries. For example, you can designate a parent account with one or more child accounts. Those child accounts can have child accounts of their own. The account hierarchy information is displayed on the account details page, where you can quickly jump between each account in the relationship.
With the Account Hierarchy feature, you can organize your information to create a hierarchy of multi-tier accounts. You simply have to connect the account records, using the field Parent Account, at the account level. Once connected, you can see the complete information of related sub-accounts, associated health scores, NPS, and other metrics directly from a single view on an Accounts page.
For example, if Acme Global is a parent account for Acme APAC, Acme EMEA, and Acme NA, then, in turn, Acme APAC is a parent of Acme India and Acme Thailand.
Viewing Account Hierarchy
After your administrator has defined and enabled Account Hierarchy, a user can visualize the Account Hierarchy section on the Accounts page. This section will show all associated parent and child accounts.
COMING SOON: Hierarchy Tree
Shortly, the Account Hierarchy section will also provide an option to view hierarchy trees for those accounts.
Data reporting using Account Hierarchy in Freshdesk Customer Success
You can easily view hierarchy information within an account’s details page and jump between each account in the relationship. You can assign hierarchy labels to accounts at any level for more segmentation capability throughout the product. You can also set up custom dimensions and metrics for any account at any node.
You can toggle the “Hierarchy roll-up” button in the parent account’s details page to view the following information specific to the parent account or rolled up from all its children's accounts:
Modules & Features
Note that the rolled-up information includes both the current parent account and all its children's accounts and is only available in the parent account details view. For example, if you have the following connections (denoted by --): A--B, A--C, C--D; the data you see at A = A+B+C+D and the data you see at C = C+D.
If you’d like to construct reports on the rolled-up information in other sections of the product (e.g. list, custom view, and analytics), you can apply the hierarchy filters to do so.
Hierarchy Account Dimensions
In Freshdesk Customer Success, a few additional account dimensions are added to allow you to segment by hierarchy.
Root account - the very top-level account
Leaf account - the very bottom-level account
Hierarchy MRR/ARR (current) - Sum of current MRR/ARR of the current parent and its immediate children account(s)
Hierarchy Root - the root account of the current hierarchy
Hierarchy last seen - the latest last seen date of all the hierarchy accounts
Hierarchy next renewal - the earliest next renewal date of all the hierarchy accounts
You can also assign a hierarchy label to account at any level for additional segmentation capability within FDCS. Currently, hierarchy labels can be sent using the FDCS Account API.
Setting up Accounts with Hierarchy
Account Hierarchy is currently available only for the Forest plan. If you’d like to use the account hierarchy feature in Freshdesk Customer Success, we suggest that you get in touch with your customer success manager or talk to us so we understand the use case better to set up the feature properly for you.