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Hierarchy Glossary

The Branches of MultiProduct and Hierarchy

As you build out your Hierarchy within Totango you will need to bring over data to various levels of your hierarchy.  For ease of identification throughout these instructions you will find the various branch levels referred to as Parent, Child and Product.  You will find more descriptive information about these levels through this document.  Here is a high level overview:

  • The Product Account is where data is coming in in regards to how your customer uses the product.
  • The Child Account is the Account which is using the product.  There is no usage coming into the Child Account.
  • The Parent Account is like a corporate entity that is responsible for multiple child accounts.

Considerations in choosing Account ID

Each of the branches including all product accounts must have a unique identifier.  meaning that it cannot duplicate within the branch, or within other branches.  In the event that you do not have unique identifiers for the Product Account branch, we recommend using the accountID concatenated with an underscore (_) and productID.  So if your accountID is Protractor and ProductID is A, the Product Account would be Protractor_A.  Important note here our Javascript collector will perform this concatenation for you automaticaly when you define the product object.

Product Account

The Product Account is an account that displays the relationship between a product and how your customer is using the product.  It is where usage will be attributed and Health will be calculated.

For example: you have a customer named “Protractor” using products A and B. Product A has product id “A” and product B has product id “B”. “Protractor” owns products A and B: we say it is the parent of products A and B.

The product accounts that show the relationship between “Protractor” and product “A” and “B” are respectively “Protractor_A” and “Protractor_B”.

Identifying the product account

The product account ID must be unique, if you do not have a unique ID for your product usage you can send to us the concatenation of accountID & productID which would consequently be unique. (Note: the product account id is distinct from the product id.)

MultiProduct Settings & Considerations

In Settings » Product, you have an option to set Accounts so they own each product only once.

Enabling “YES” prevents accounts from owning a product more than once. This option will automatically generate the product account id for each product account (“accountID_productID”).

Enabling “NO” permits accounts to own the same product multiple times. You would need to send us the product account id.

Product ID

Each product is given a product id. Any number of accounts can own a product, but each account references the same product id to show ownership of that product.

Parent ID

The parent id is the id of an account’s parent.

Account Hierarchy

Account Hierarchy enables you to fully understand and support their complex hierarchy of accounts and multiple product portfolio in order to build the right customer success processes.

Let’s say GHQ is a company that owns Protractor and TradeSmart. Both the Protractor account and TradeSmart account use GHQ’s account id as their parent id.

Account Hierarchy (more complex):

Let’s say GHQ is a company that owns Protractor and TradeSmart. Protractor is the lowest branch of GHQ. TradeSmart also a branch of GHQ and has two branches: Financial and Investors.

Customer usage data enters Totango at the lowest level in the account hierarchy. In this diagram, usage data would come in at Protractor, Financial and Investors.

The usage data from Financial and Investors will aggregate in the TradeSmart account. Aggregate data from the Tradesmart account and usage data from the Protractor account will aggregate in GHQ.

  1. Both the Financial account and Investors account use TradeSmart’s account id as their parent id.
  2. Customer usage data enters the Protractor account. The TradeSmart account shows the aggregate data from Financial and Investors. Both the Protractor account and TradeSmart account use GHQ’s account id as their parent id.
  3. The GHQ account displays the aggregate data coming up from Protractor and TradeSmart.

Multiproduct in Hierarchy

Multiproduct in hierarchy is the combination of multiple products and account hierarchy.

Let’s take our GHQ example and add multiproduct. GHQ has two subsidiary companies, Protractor and Tradesmart.  Protractor has subscribed to two products: A and B.  In this example “Protractor_A” is the product account whose parent is Protractor.  Protractor’s parent is GHQ.  

In multi-product, usage data enters at the product account level. Protractor will display the aggregate data of its product accounts and TradeSmart will display the aggregate data of its product account. GHQ will show the aggregate data coming up through its child accounts.

 

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