Other Workflows & HubSpot Miscellaneous

Contents

Much of the role of the CRM & Systems Administrator fits cleanly within a framework. This framework has guided the structure of this playbook. However, some activities and responsibilities stand alone as satellite exercises which are useful nonetheless. What follows is a collection of thoughts, tips, and tricks on actions that don't quite have a home elsewhere in the playbook.

1. Miscellaneous HubSpot Exercise & Responsibilities

1. Miscellaneous HubSpot Exercise & Responsibilities

• Periodic HubSpot user structure reviews: Teams and roles are an important tool for both controlling and streamlining the user experience in Wavumbuzi's HubSpot. They allow you to customise permissions and cut out irrelevant noise (remember, HubSpot is used for multiple iterations of both Wavumbuzi and Jasiri - so there's plenty noise!) so that any given user need not worry about anything outside the scope of their role. The teams and roles set have been an evolving work in progress based on the changing needs and desired outcomes of programmes so far. They will require review and updated configuration as Wavumbuzi and AGGP's usage of HubSpot progresses. This is managed from HubSpot settings.

• Customising Record Views: With custom teams and roles also comes the opportunity to customise what information people see when they access a record, be it a contact, a company, a deal, or otherwise. This is incredibly useful for streamlining their role. For example, if an ambassador ought to be mostly concerned with the registration status of a school when viewing that record, then that property ought to be front and centre on the record and irrelevant info ought to be hidden. This is managed from HubSpot settings.

• Maintaining HubSpot Filing Conventions: As the years and new instances pile up, there exists an increasingly extensive collection of workflows, marketing emails, lists, and properties within HubSpot. To ensure that these do not become unwieldy and impossible to navigate, it is highly recommended to follow a filing convention making use of folder structures. In general, this has been followed up to this point, using the format Programme Name_Programme Country_Programme Year. You will see this precedent when exploring HubSpot assets.

• Proactive List Creation: There will be many times that in-country teams will want to see a list of users that meet a certain criteria set. The best thing you can do to help them is train them to be confident in assembling active and static lists in HubSpot for themselves. However, you can also be helpful by creating an assortment of active lists proactively at the outset of a given iteration of Wavumbuzi - lists you know will come in handy. For example, registered teachers / learners, teachers who have not RSVP'd to a Teacher Training Session, etc. Do this proactively to be extra helpful to your colleagues.

• User Support Systems:

  • Knowledge Base: Under the HubSpot Service module exists the Wavumbuzi Knowledge Base. This is a site maintained and configured through HubSpot and is the most comprehensive repository of user support guides and FAQs. The Knowledge Base is designed to be country-agnostic such that all iterations of Wavumbuzi can point to it. However, it does require updating as the challenge evolves, and should therefore be reviewed periodically or specifically updated when a significant change is made to our content or technology.

  • Support@wavumbuzi.africa Inbox: Also under the HubSpot Service module sits the support. Given the push in recent years to transfer all active support efforts to WhatsApp, this inbox is largely defunct, but can at times be useful for cases where a challenging support issue is being navigated that might require a longer format conversation with more supporting screenshots etc. The CRM & Systems Admin ought to take it upon themselves to monitor this inbox and determine along with in-country teams how it will be used.