Skip to content
Snippets Groups Projects
Commit ae98fa0e authored by Cynthia "Arty" Ng's avatar Cynthia "Arty" Ng :speech_balloon:
Browse files

Remove cs folder markdownlint exclusion and fix errors

parent 4654d60e
No related branches found
No related tags found
1 merge request!6103Remove cs folder markdownlint exclusion and fix errors
Showing
with 56 additions and 106 deletions
......@@ -45,7 +45,7 @@ Note: a `Jenkinsfile` will only be used if you create a pipeline job. You can sk
If you're using your own project, you will need to create a new file named `Jenkinsfile` (without a file extension) in the root level of your project where your README file is.
```
```text
/app/
...
.gitignore
......@@ -55,7 +55,7 @@ README.md
As a starting point, you can use an example that shows a few basic Jenkins stages that will report status back to GitLab. Note: this Jenkinsfile does not actually perform a build or test, it just shows where the specific commands for build and test should go, using an `echo`.
```
```json
pipeline {
agent any
stages {
......@@ -128,7 +128,7 @@ Keep in mind that this is a shared environment and it is best practice create a
Keep in mind that since you're inside a folder, this item will be created in this folder and not at the top-level. It's easy to make this mistake so please be conscientious of this to avoid cluttering up the dashboard with uncategorized projects.
1. In the **Enter an item name** field, type in the hyphenated URL name (slug) of your GitLab project.
```
```text
Example
tutorial-app-jenkins-pipeline
```
......@@ -148,7 +148,7 @@ tutorial-app-jenkins-pipeline
1. Below the GitHub project checkbox, locate the **Project url** field copy/paste or type the URL of your GitLab project.
```
```text
Example
https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-app-jenkins-pipeline
```
......@@ -159,7 +159,7 @@ https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-a
1. Select the **Git** radio checkbox.
1. In the expanded section, locate the **Repository URL** field and copy/paste the GitLab project URL (same URL as step 2).
```
```text
Example
https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-app-jenkins-pipeline
```
......@@ -176,7 +176,7 @@ https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-a
1. In the **Name** field, type in `origin`.
1. In the **Refspec** field, type in the following. This is directly from the documentation and is not customized for the demo environment.
```
```text
+refs/heads/*:refs/remotes/origin/* +refs/merge-requests/*/head:refs/remotes/origin/merge-requests/*
```
......@@ -197,7 +197,7 @@ https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-a
1. Below the GitHub project checkbox, locate the **Project url** field copy/paste or type the URL of your GitLab project.
```
```text
Example
https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-app-jenkins-pipeline
```
......@@ -210,7 +210,7 @@ https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-a
1. For SCM, choose `Git`
1. In the expanded section, locate the **Repository URL** field and copy/paste the GitLab project URL (same URL as step 2).
```
```text
Example
https://gitlab-core.us.gitlabdemo.cloud/demosys-users/jeffersonmartin/tutorial-app-jenkins-pipeline
```
......@@ -266,13 +266,13 @@ If you still have your GitLab project in a different browser tab or window, you
1. Locate the **Active** checkbox and select to enable it.
1. In the **Jenkins URL** field, enter the Jenkins server base URL.
```
```text
https://jenkins.us.gitlabdemo.cloud
```
1. In the **Project name** field, enter your folder name and Jenkins project name using `{foldername}/{projectname}` notation.
```
```text
Example
jeffersonmartin/tutorial-app-jenkins-pipeline
```
......
......@@ -14,7 +14,6 @@ description: "As a Solutions Architect, Customer Success Manager, or Professiona
As a Solutions Architect, Customer Success Manager, or Professional Services Engineer, it is important to be continuously learning more about our product and related industry topics. This handbook page provides an dashboard of aggregated resources that we encourage you to use to get up to speed. Although we aggregated and/or developed these resources for Customer Success team members, they are generic enough that all team members and partners can benefit from the education and enablement resources that we have published here.
## Overview of GitLab Feature and Use Cases
The GitLab product is organized based on the DevOps stages.
......@@ -257,9 +256,6 @@ To align our education and enablement with our product, each of the topics below
- [Container Scanning Feature Docs](https://docs.gitlab.com/ee/user/application_security/container_scanning/)
- [Security Orchestration Feature Doc](https://docs.gitlab.com/ee/user/application_security/threat_monitoring/#configuring-network-policy-alerts)
#### Kubernetes Certification
---
......@@ -304,7 +300,7 @@ To align our education and enablement with our product, each of the topics below
- [Terraform Associate Certification](https://www.hashicorp.com/certification/terraform-associate)
#### HashiCorrp Vault
#### HashiCorp Vault
---
......@@ -346,10 +342,11 @@ If you do not already have a login are outside of the customer success organizat
### O'Reilly Answer Slack Bot
As part of GitLab's O'Reilly subscrition, team members have access to the O'Reilly Answer Slack Bot. To get started, in Slack, just type /oreilly-answers followed by your tech question. It’s that simple.
As part of GitLab's O'Reilly subscription, team members have access to the O'Reilly Answer Slack Bot. To get started, in Slack, just type `/oreilly-answers` followed by your tech question. It’s that simple.
For example:
- /oreilly-answers How do I fine-tune a model?
- `/oreilly-answers` How do I fine-tune a model?
- O’Reilly Answers will respond to your question with highly relevant snippets of content right within Slack.
**More Answers**
......@@ -368,7 +365,6 @@ If you want to share an answer in a private channel you’ll need to invite the
If you want to share an answer in a direct message you’ll need to create a group message and include O’Reilly Answers in the group. You can add O’Reilly Answers the same way you would add another person.
## Additional Resources
- [Field Enablement Handbook Page](/handbook/sales/field-operations/field-enablement/)
......
......@@ -2,15 +2,6 @@
title: "GitLab Education Services Support Handbook"
description: "This handbook will detail how to handle support inquiries for the Education Services team and the applicable systems that are used."
---
# GitLab Education Services Support Handbook
## Overview
......@@ -45,7 +36,7 @@ The education services team has limited licenses for ZenDesk full agent- which g
- If the ticket is not related to Level Up or Education Services and is about general questions around GitLab or Sales, click the **Apply Macro** button, and select the following: **General > Forms > Incorrect Form Used** and click **Submit**
- If the ticket is regarding a Sales Training or Certification, reach out to the Field Enablement team in the following slack channel: #field-enablement-team and once you receive a resolution, respond to the ticket and close as Solved.
- If the ticket is regarding a Learning and Development training or Certification such as Remote Foundations, TeamOps, etc, assign the ticket to the appropriate party listed [here](https://gitlab.com/gitlab-com/customer-success/professional-services-group/education-services/-/wikis/Education-Services-Support-Delegates).
10. The Education Services team only handles the Professional Services- Triage and Professional Services- Paid views, the Learning and Development team owns the Professional Services- Free view.
9. The Education Services team only handles the Professional Services- Triage and Professional Services- Paid views, the Learning and Development team owns the Professional Services- Free view.
### Managing the LevelUp Inbox
......
......@@ -46,7 +46,3 @@ All Dashboards and Reports are a part of the system itself. No separate Sisense
### Support Guides and Step by Step Articles
The [Credly Support page](https://credlyissuer.zendesk.com/hc/en-us) offers a docs website with full articles on processes and step by step guides on using the system.
......@@ -37,5 +37,3 @@ All Dashboards and Reports are a part of system itself. No separate Sisense repo
### Support Guides and Step by Step Articles
The [Instruqt Support page](https://docs.instruqt.com/) offers a docs website with full articles on processes and step by step guides on using the system.
......@@ -9,7 +9,6 @@ A Community of Practice (CoP) is a self-organized, cross-functional group of *Su
The content and assets are [aggregated into a single group](https://gitlab.com/gitlab-com/customer-success/communities-of-practice) to maximize discoverability. Each Community of Practice has a project which contains a Readme of links and an issue board for discussion.
### Roles and Responsibilities
| Role | Responsibility |
......@@ -58,7 +57,6 @@ Potential key performance indicators include:
- Participation & attendance
- CoP member experience
#### Current Communities of Practice
| Subject | Facilitator (members list in project) |
......@@ -71,8 +69,6 @@ Potential key performance indicators include:
| [OpenShift](https://gitlab.com/gitlab-com/customer-success/communities-of-practice/redhat-openshift-community-of-practice) | TBD |
| [Trusted Advisor Skill Development](https://gitlab.com/gitlab-com/customer-success/communities-of-practice/trusted-advisor-skill-development) | Lead: [Bart Zhang (@bzhang7)](https://gitlab.com/bzhang7), Co-Leads: [Chester Nwachukwu (@cnwachukwu)](https://gitlab.com/cnwachukwu), [Darwin Sanoy (@DarwinJS)](https://gitlab.com/darwinjs) |
### Process
1. Establish a focus topic.
......@@ -82,5 +78,3 @@ Potential key performance indicators include:
5. Create and manage the [README.md](https://gitlab.com/gitlab-com/customer-success/communities-of-practice/project-template/-/blob/master/README.md)
6. Update this handbook page under the table "Active Communities of Practice."
7. Setup a slack channel using the `#cp_` prefix, so team members know where to go for help.
......@@ -31,6 +31,7 @@ The following capabilities roadmap shows the high-level view of the capabilities
#### 01 - Onboarding
New partners to GitLab ramping up their capabilities and achieving first-customer orders as quickly as possible.
- Teams are engaged with GitLab Partner Portal and familiar with content
- Plan to and Learn how to register deals, work through quoting & transaction processes, and accept leads
- Get sales ready
......@@ -47,11 +48,10 @@ New partners to GitLab ramping up their capabilities and achieving first-custome
- Sales Core (2)
- SA Core (1)
#### 02 - Established
Established GitLab partners working with GitLab field account teams to close resale business, deliver GitLab Professional Services projects, and/or GitLab branded training.
- Marketing foundation
- GitLab incorporated into brand presence
- Complete Partner Profile for Locator
......@@ -70,6 +70,7 @@ Established GitLab partners working with GitLab field account teams to close res
#### 03 - Leading
Mature GitLab partners sourcing their own customer opportunities, registering new deals, and collaborating with GitLab field sales teams as needed.
- Marketing integration
- Include GitLab sales and benefits collateral into Partner sales, presales, education tools and processes
- Joint webinar marketing lead generation activities
......@@ -87,6 +88,7 @@ Mature GitLab partners sourcing their own customer opportunities, registering ne
#### 04 - Strategic
Developing advanced solutions to meet complex customer challenges leveraging the GitLab Platform.
- Creating branded offerings in the market leveraging GitLab solutions
- Joint development of whitepapers, blog posts, reference architectures
- Co-marketing / branding campaigns
......@@ -97,4 +99,3 @@ Developing advanced solutions to meet complex customer challenges leveraging the
## Partner Channel Solutions Architect Activities
To achieve our [Goals](https://gitlab.com/-/ide/project/gitlab-com/www-gitlab-com/tree/partner-journey-maturity-model/-/sites/handbook/source/handbook/customer-success/partners/vision/index.html#goals), the Partner Channel Solutions Architect (CSA) ensures that partners get the most value possible out of their relationship with GitLab through their sales and delivery of GitLab's products and services. CSA's organize their activities to mature GitLab partners quickly in their ability to deliver customer value. See the [Channel SA Engagement Model](/handbook/solutions-architects/processes/channel/) for more details on the role of the Channel SA enabling partners to succeed.
......@@ -34,7 +34,6 @@ The following are recommended questions for discovering customer needs.
| | | | |
| | | | |
### Reporting and Metrics
- Link to product analytics metrics
......
......@@ -15,7 +15,6 @@ View the [Customer Success homepage](/handbook/customer-success/) for additional
The following items are for the CI/Verify workshop that the CSM team will deliver to the customer in conjunction with the SA and sometimes PS as half-day, free workshop to enable the customer to see first-hand how easy CI is with GitLab:
### Workshop Deliverables
#### Project Conversion
......@@ -63,6 +62,3 @@ Key Topics:
[GitLab CI Enablement Deck - Best Practices in Migrating from Jenkins](https://docs.google.com/presentation/d/1eR_874yUHu5Yz8jC-7Gwtiz9j8N4APlgz7NT1_UR0mE/edit#slide=id.g849e6d84e3_0_636) (GitLab internal WIP)
[Adopting GitLab CI at scale doc](https://docs.google.com/document/d/19oKupXi_nnFwD0VOilMhTH2nzUvrBN3P9hI-R5c6P8w/edit#heading=h.b61novry8f4t) (GitLab internal WIP)
......@@ -14,6 +14,7 @@ It does not cover conversions from other SCM systems or GitLab server consolidat
## Migration Types
This playbook supports the following migrations...
- GitLab on-prem (baremetal/VM) to GitLab on-prem.
- GitLab on-prem to self-managed GitLab in the cloud (VM based).
- GitLab on-prem/cloud to GitLab SaaS
......@@ -33,6 +34,7 @@ There are a number of different methodologies for migrating GitLab. This section
[GitLab Geo](https://about.gitlab.com/solutions/geo/) is built-in functionality that is included with GitLab Premium. It allows a customer to create a read-only replica server that is automatically updated with every change made to the primary server. It also allows for manual failover for disaster recovery. This failover functionality is what makes GitLab Geo an excellent option for server migrations.
**Pros**
- Tightly coupled with GitLab and is a supported feature.
- Near real-time data synchronization.
- Migrating should be a simple matter of failing over from the old server to new server.
......@@ -40,6 +42,7 @@ There are a number of different methodologies for migrating GitLab. This section
- Probably the best options for medium sized servers.
**Cons**
- Due to the constant need to be connected to the primary server, it is difficult to de-couple the new server for testing.
- Some data is not replicated. [See here for a full list of replicated data types](https://docs.gitlab.com/ee/administration/geo/replication/datatypes.html). Non-replicated data would have to be subsequently synced over via Rsync.
- Geo setup is non-trivial.
......@@ -50,6 +53,7 @@ There are a number of different methodologies for migrating GitLab. This section
Rsync is a standard Linux/Unix tool used to transfer files from a remote location to a local machine.
**Pros**
- Well known & documented.
- Everyone has access to it. Its a standard Linux tool that is included in all distributions.
- Any experienced SysAdmin will have used Rsync at some point. It should be a familiar tool for just about everyone.
......@@ -57,6 +61,7 @@ Rsync is a standard Linux/Unix tool used to transfer files from a remote locatio
- Probably the best option for extremely large migrations.
**Cons**
- Can be slow.
- Multiple Rsyncs will be required. Usually a preliminary Rsync to pre-populate the server in advance, followed by a second Rsync to "catch up" on new data since the initial sync.
- Performing multiple Rsyncs can allow for unusual interactions with git repo files. Make sure all Rsyncs after the first use the *--delete* flag.
......@@ -66,10 +71,12 @@ Rsync is a standard Linux/Unix tool used to transfer files from a remote locatio
GitLab does include [backup & restore functionality](https://docs.gitlab.com/ee/raketasks/backup_restore.html).
**Pros**
- A GitLab backup is an all in one package of all data from the server. It can also be customized to backup only certain data if you are using another method (like Rsync) to transfer other data types.
- Works best with small servers and is probably the best option for smaller servers.
**Cons**
- As servers grow in size, the full backup of all data can take a long time (as will the subsequent restore). There is also a chance that at even larger sizes, the backup may fail altogether.
- Downtime will be longer as you wait for the backup, transfer and restoration of data.
- There is no opportunity to pre-populate the new server and transfer over just the delta.
......@@ -79,9 +86,11 @@ GitLab does include [backup & restore functionality](https://docs.gitlab.com/ee/
GitLab has [export/import functionality](https://docs.gitlab.com/ee/user/project/settings/import_export.html) that allows the per project transfer of projects from one server to another.
**Pros**
- Only way to migrate from self-managed to GitLab SaaS w/o PS help.
**Cons**
- Only way to migrate from self-managed to GitLab SaaS w/o PS help.
- Very manual and slow. Has to be done on a per-project basis.
- Target & Destination servers need to be very similar versions. [See compatible versions here](https://docs.gitlab.com/ee/user/project/settings/import_export.html#version-history).
......
......@@ -150,7 +150,3 @@ There are instances where the CSM will need to reengage the SAE/AE and SA. Here
[account-management](https://gitlab.com/gitlab-com/account-management/) parent project for account-specific work and collaboration with the rest of the sales
[customer-success](https://gitlab.com/gitlab-com/customer-success) parent project for Customer Success employee, shared or triage work
---
title: "Product Usage Reporting Vision"
description: "The page outlines the current and planned utilization of operational data at GitLab, including Product, Sales, Customer Success, and Marketing."
---
---
# Operational Data Vision
## Operational Data Vision
## Vision
......@@ -69,10 +59,9 @@ The benefit to GitLab is based on the premise that customers will renew and expa
#### Identifying & Mitigating Risk
1. Triggered alerts in Gainsight to notify a CSM to take action when there are concerning patterns within the month over month operational data.
1. Triggered alerts in Gainsight to notify a CSM to take action when there are concerning patterns within the month over month operational data.
1. Reporting and alerts when adoption across a use case goes from 'Green' to 'Yellow' or 'Red', indicating potential movement from a team off of the platform
#### Success Planning and Outcome Delivery
- When a CSM is engaged, the usage data will be a key measure for the [customer success plan](/handbook/customer-success/csm/success-plans/) to ensure the customer is successfully adopting the use cases and features to deliver to their goals and objectives. Data and metrics will be leveraged and shared throughout the engagement and in customer [Executive Business Reviews](/handbook/customer-success/csm/ebr/).
......
......@@ -12,7 +12,6 @@ description: "How to view and use usage data from freemium and trial SaaS namesp
---
## Purpose
Empower our internal team with lightweight Free/Trial usage insights in Salesforce.
......@@ -98,7 +97,6 @@ Priority 4: Number of billable members in the namespace<br>
Priority 5: Number of stages used by namespace user in the last 3 months <br>
Priority 6: Number of active users in the namespace using 1+ stages in the last 3 months<br>
### Additional Resources
1. [List of all Free/Trial Accounts in SFDC](https://gitlab.my.salesforce.com/00O8X000008QZom)
......@@ -106,8 +104,6 @@ Priority 6: Number of active users in the namespace using 1+ stages in the last
1. [Personalized Report for Account Owners](https://gitlab.my.salesforce.com/00O8X000008Qa7o) - This report will allow you to see a complete list of your assigned accounts which have Freemium SaaS usage, using an automated filter which should work for most Salesforce users. Please review and edit the date range if the report is lacking data.
1. [Personalized Report for Account Owners](https://gitlab.my.salesforce.com/00O8X000008QaTa) - You can use this report if the one above does not populate for your user profile. This report will allow you to see a complete list of your assigned accounts which have Freemium SaaS usage by manually inserting your name into the `Account Owner` filter. Please review and edit the date range if the report is lacking data.
### Providing feedback
Please add your questions, data quality concerns, and general feedback on [this issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/1031). This is needed for us to continue to improve the SaaS Free/Trial experience!
......@@ -133,7 +133,6 @@ The following primary and ancillary metrics are used to determine a customer's C
- [Session 2](https://chorus.ai/meeting/E4F00AFC0C4A4036A7AC370653A50112?) (Internal Only)
- [Value Statements for CI Adoption](/handbook/marketing/brand-and-product-marketing/product-and-solution-marketing/usecase-gtm/delivery-automation/#customer-adoption-and-value)
### Security (DevSecOps) Adoption Scoring
The following metrics are used to determine a customer's Security Adoption Score:
......@@ -153,12 +152,12 @@ The following metrics are used to determine a customer's Security Adoption Score
#### CS enablement
In this internal [enablement session](https://youtu.be/WrhUfVWa3BU), CS will walk you through:
- New changes introduced to the scoring rubric
- Breakdown of newly added metrics
- Process of building customer-facing slide decks
- Examples of scoring four different types of customer scenarios
<!-- blank line -->
<iframe width="560" height="315" src="https://www.youtube.com/embed/WrhUfVWa3BU?si=RwOKuhj9nEz275Vi" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen></iframe>
<!-- blank line -->
......@@ -181,6 +180,7 @@ The following metrics are used to determine a customer's CD Adoption Score:
#### CS enablement
In this internal [enablement session](https://youtu.be/MQkIlvlsBUA), CS will walk you through:
- How & Why we chose the CD Metrics
- How thresholds are established
- How to calculate and build a customer-ready presentation deck
......
......@@ -17,14 +17,12 @@ GitLab collects product usage metrics via [service ping](https://docs.gitlab.com
| [`projects_teamcity_active`](https://docs.gitlab.com/ee/development/usage_ping/dictionary.html#countsprojects_teamcity_active)| Higher than 20% of projects on GitLab instance after onboarding or growth month on month | Count of projects with active integrations for Teamcity CI | Ideally this metric should trend down as CSMs help onboard customers onto GitLab's single DevSecOps platform. If the metric is trending up instead, then it is important to understand the customer's motivation and liaise with product to ensure that the customer can benefit from GitLab CI/CD. |
| [`projects_bamboo_active`](https://docs.gitlab.com/ee/development/usage_ping/dictionary.html#countsprojects_bamboo_active)| Higher than 20% of projects on GitLab instance after onboarding or growth month on month| Count of projects with active integrations for Bamboo CI | Ideally this metric should trend down as CSMs help onboard customers onto GitLab's single DevSecOps platform. If the metric is trending up instead, then it is important to understand the customer's motivation and liaise with product to ensure that the customer can benefit from GitLab CI/CD. |
## User Engagement Use Case
| Metric | Triggers | Definition | Discovery|
|---- | ---- | -------- | --------- |
| [`billable_user_count`](https://gitlab.com/gitlab-org/gitlab/-/blob/master/ee/config/metrics/license/20210531204603_license_billable_users.yml)/[`license_user_count`](https://docs.gitlab.com/ee/development/usage_ping/dictionary.html#license_user_count) | Drops by at least 10% month on month or remains below 50% a month after onboarding | Ratio of active users versus licensed users | A ratio less than one implies that the customer is not fully utilizing their license which is usually the case during onboarding or a consolidation of different GitLab instances into one. If this number drops month on month it is important to understand the reasons behind the drop from the customer and ensure that GitLab is meeting their needs. |
## Secure Use Case
| Metric | Triggers | Definition | Discovery |
......
......@@ -26,6 +26,7 @@ Product Feedback Loop: These metrics are shared with Product to better understan
### How do different teams use and drive platform adoption
The following shows how different teams use and measures they apply to increase platform adoption:
1. Marketing leverages use case terms as part of top-level and marketed value drivers for the GitLab platform. Customer Marketing would leverage use cases to promote existing customers to expand usage and value realization. **Measurement**: Consumption and usage of case studies, competitive analysis, demos and use case videos.
2. Sales, Solution Architects and Renewals teams position GitLab marketed value drivers, use cases, and customer journey to deliver to customer’s desired business outcomes. Expectations are set to ensure the customer has a roadmap (new and growth opportunities) for successful adoption of use cases, including skill sets, resourcing, timelines, and services (as needed) to realize business value as quickly as possible. **Measurement**: Success roadmaps completed, service attach, Ultimate sales.
3. Professional Services, Customer Success Managers, and Support drive adoption of features supporting use cases and ultimately platform value realization defined by adoption of 3+ use cases. **Measurement**: service attach, development of services to deliver to all customer use cases, time-to-value, use case and platform adoption, support case measures and feedback by use case, gross retention by subscription tier
......@@ -33,8 +34,6 @@ The following shows how different teams use and measures they apply to increase
5. Finance, People Ops and Operations would prioritize efforts in alignment with use case priorities (i.e., funding, data and analytics, etc.).
6. Data and Analytics: Deliver and maintain data products that support / increase use case adoption. **Measurement**: On-time delivery, data quality, and predictive models and analytics (e.g., PtC, PtE).
### References
- [Account Health Scoring](/handbook/customer-success/customer-health-scoring/#scoring-methodologies) for a list of the main measures we measure customer value
......
......@@ -26,6 +26,7 @@ You can also access usage statistics on the account object level within Salesfor
Within the account object, there is a section called "Usage Ping Data", which will contain the same hyperlink as well as a summary of version they are using, active users, historical users, license user count, license utilization % and date data was sent to us.
A few example of how to use Usage Statistics to pull insight and drive action?
- If prospecting into CE users, you can sort by active users to target large CE instances.
You can see what they are using within GitLab, like issues, CI build, deploys, merge requests, boards, etc.
You can then target your communications to learn how they are using GitLab internally and educate them on what is possible with EE.
......@@ -64,6 +65,7 @@ Make sure to save it under a different name so you don't wipe out the original.
These fields are also available in SFDC reporting.
A few caveats about this data:
- The hosts are mapped based on organization name, domain, and contact email domains to relate the instances to SFDC accounts as accurately as possible, but we may occasionally create false associations.
Let the Data & Analytics team know when you find errors or anomalies.
- Both fields can be blank, but the organization can still be a significant CE user.
......
......@@ -15,7 +15,6 @@ description: "How we measure a customer's health score for general GitLab and di
To drive use case enablement and expansion with customers, we need to define exactly what it means to adopt a use case at GitLab. These health measures will appear in the **Product Usage** scorecard section in Gainsight. For more, see the [Gainsight Scorecard Attributes and Calculations](/handbook/customer-success/customer-health-scoring/#gainsight-scorecard-attributes-and-calculations).
## License Utilization
### Health table
......@@ -38,6 +37,7 @@ User Engagement is intended to measure the number of users logging in each month
This looks at all users who actively log in on a 28 day basis divided by the amount of total users that have been deployed on the account.
**Limitations**:
1. Only self-managed customers on 15.2+ will have this health measure available
1. The SaaS-equivalent metric will be available later ([issue](https://gitlab.com/gitlab-data/analytics/-/issues/11662))
......@@ -46,13 +46,13 @@ As the customer progresses through the lifecycle, user engagement is a measure o
**Why it matters**: User Engagement should prove to be a great way to build a more comprehensive view of renewal risk. It'll be less efficacious for customers that have dormant-user-deactivation enabled, as un-engaged users should be being removed from the billable count on an ongoing basis.
**How to use it**:
1. Ask discovery questions of customer about user engagement: types of users, their use cases, awareness of dormancy/un-engaged-users
1. Build awareness of dormant-user-deactivation capability
1. Couple that with efforts to drive awareness of GitLab within the account (eg. GitLab for Plan/PM, GitLab for non-developers, normal user enablement). A signal to SAE/AE/BDR to drive account-based outreach. Find unaware or unegaged user cohorts. Encourage them to bring users onto the platform.
Position as a way for the customer to get value out of the seats they've already paid for, and help the account team ensure more predictable renewal outcomes. It becomes riskier the closer we are to renewal.
## Use Case Health Scoring
| Use Case (Stage) | Purpose / Adoption Level | Description |
......@@ -186,6 +186,7 @@ While there may be some false positives (for example holiday breaks when no one
The CSM may also be able to spot trends of where customers may have lagging usage either over time or across their books of business and suggest best practices to their customers to help with expectations and adoption.
This logic applies to the following Scores:
- CI Adoption
- CD Adoption
- Security (DevSecOps) Adoption
......@@ -194,12 +195,14 @@ This logic applies to the following Scores:
- User Engagement
*Notes:*
- Applicable to CSM-managed customer accounts only
- Rule is scheduled to run on a daily basis at 2am PT
## License Utilization in Gainsight
License Utilization is calculated on a subscription level. In Gainsight we display this in a couple of different ways:
1. On the C360 page, the License Utilization number that appears on the Summary page is only the number from the primary instance (the instance marked as "Included in Health Score").
2. In reporting, etc. around Gainsight, we display the License Utilization at the instance level.
......
......@@ -6,15 +6,6 @@ description: "This page is intended for the broader GitLab team to know what Gai
<link rel="stylesheet" type="text/css" href="/stylesheets/biztech.css" />
## Overview
This page is intended for the broader GitLab team to know what Gainsight metrics, fields, entries, and other attributes are available to them in Salesforce. Example: with syncing customer health to Salesforce, it is important to know what those fields are and how to use them.
......@@ -74,24 +65,24 @@ For more information on general Product Usage Reporting, see [Using Product Usag
| Field Name | Description | Reference |
|:---|:---|:---|
| Company Person Inactive Contact | Allows CSMs to identify inactive contacts |
| Company SFDC Account Id | Id associated with a customer account in Salesforce | [Link](/handbook/sales/field-operations/customer-success-operations/gainsight/#salesforce-connector) | |
| Email | Company Person’s Email Id | [Link](/handbook/sales/field-operations/customer-success-operations/gainsight/#salesforce-connector) | |
| First Name | Company Person’s First Name | | |
| GitLab Role | Determines the level of access assigned to any specific user in a business | [Link](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/#gitlab-admin-contacts) | |
| GS Email Opt Out | The Contact’s global opt out flag that syncs between Gainsight, Salesforce, and Marketo | | |
| Initial Source | Lead/Contact Source | | |
| Last Name | Contact Last Name | | |
| SFDC Contact ID | Contact Identifier | | |
| Title | Contact’s Job Title | | |
| Company Person Inactive Contact | Allows CSMs to identify inactive contacts | |
| Company SFDC Account Id | Id associated with a customer account in Salesforce | [Link](/handbook/sales/field-operations/customer-success-operations/gainsight/#salesforce-connector) |
| Email | Company Person’s Email Id | [Link](/handbook/sales/field-operations/customer-success-operations/gainsight/#salesforce-connector) |
| First Name | Company Person’s First Name | |
| GitLab Role | Determines the level of access assigned to any specific user in a business | [Link](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/#gitlab-admin-contacts) |
| GS Email Opt Out | The Contact’s global opt out flag that syncs between Gainsight, Salesforce, and Marketo | |
| Initial Source | Lead/Contact Source | |
| Last Name | Contact Last Name | |
| SFDC Contact ID | Contact Identifier | |
| Title | Contact’s Job Title | |
## Activities
| Field Name | Description | Reference |
|:---|:---|:---|
| Program Emails | Some of the Program Emails can be found cataloged within the Account Page > Activity History section in SFDC. There you can see the log of the Email Subject Line & see the `Assigned to` field = “Gainsight Integration” | |
| Survey Results | These surveys are used to measure customer loyalty, satisfaction, and enthusiasm with GitLab and can act as an early warning system about a customer’s adoption. | [Link](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/nps-csat-scores/)|
| Timeline Activities | The Timeline view in Gainsight gives us a chronological overview of our activities with the customer. It's a valuable tool to see our interactions and progression on success efforts over time. | [Link](/handbook/customer-success/csm/gainsight/timeline/#how-to-log-activities-in-timeline) |
| Program Emails | Some of the Program Emails can be found cataloged within the Account Page > Activity History section in SFDC. There you can see the log of the Email Subject Line & see the `Assigned to` field = “Gainsight Integration” | |
| Survey Results | These surveys are used to measure customer loyalty, satisfaction, and enthusiasm with GitLab and can act as an early warning system about a customer’s adoption. | [Link](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/nps-csat-scores/)|
| Timeline Activities | The Timeline view in Gainsight gives us a chronological overview of our activities with the customer. It's a valuable tool to see our interactions and progression on success efforts over time. | [Link](/handbook/customer-success/csm/gainsight/timeline/#how-to-log-activities-in-timeline) |
## Customer Subscriptions
......
......@@ -6,13 +6,6 @@ description: "Effective ways to apply product usage reporting for Sales and Cust
<link rel="stylesheet" type="text/css" href="/stylesheets/biztech.css" />
---
## Purpose
......@@ -209,6 +202,7 @@ When an account has multiple GitLab instances identified as Production (Instruct
4. To select your **primary** instance for health scoring, click on **⋮**, Edit, and click “Included in Health Score” then click "Update"
**Best Practices**:
1. Only have ONE instance marked as "Included in Health Measure"
2. All Production instances are automatically marked "Included in Health Measure" unless they are marked "Opt-Out"
3. Select "Opt-Out" rather than null, or the system may overwrite your update
......@@ -418,6 +412,7 @@ Usage Statistics are received and collected weekly, and those stats are added to
- Shows the data for the last 28 days, including the most recent usage ping date.<br>
**Example:**<br>
- Jan 9th ping shows data for Dec 12 - Jan 9
- Jan 16th ping shows data for Dec 19 - Jan 16
- Jan 23th ping shows data for Dec 26 - Jan 23
......@@ -425,6 +420,7 @@ Usage Statistics are received and collected weekly, and those stats are added to
- Since this is the final ping, January data is Jan 3 - Jan 30.
- January data in Gainsight would include Jan 3 - Jan 30 and exclude Jan 1, 2, 31.
- Feb 6th ping shows data for Jan 9 - Feb 6 <br>
<details>
<summary markdown="span"> Refer to the visual for example: </summary>
![28d Logic](https://lucid.app/publicSegments/view/0de4f2de-99f8-44a1-a47d-a7b31cab896e/image.png)
......
0% Loading or .
You are about to add 0 people to the discussion. Proceed with caution.
Finish editing this message first!
Please register or to comment