Gainsight/CustomerNotes/Pipedrive/Pipedrive.md

Pipedrive

11/02/2022

Strategy Session - Implementation

• Priority is indexed pages
• What does it take to get someone certified? - James
• Explanation of certifications administration
• Can we trigger badging on watching videos + a quiz?
• Segmentation to force that usage for users
• Analytics on the front end - Segment is what they use
• Segment then pipes into Google Analytics
• Data Warehouse: via Segment
• She will get a team together to work on data together.
• Start with design only for the Courses Page
• Tutorials page will also be design - single video tutorials
  • These are both for logged in and non-logged in users
  • Kaisa is the main content pusher
• All videos are housed in Vidyard - Vidyard has a link and replace feature
• Starting with 4-5 courses
• Their "courses" are video playlists - they are mostly tutorial videos
• Timeline? Mission team needs 7 weeks to complete everything they need to do.
• Launch in Q1
• Any other questions from Kaisa? Content Sessions - Training on the platform etc.
• Patrycja: onboarding can be two phases - design and content. Norm for content and strategy and Patrycja on design and training.
• The least experience comes in actual course creation.

12/1/2022

Security Meeting

Message sent to Slack Channel from Kaisa:

Kaisa Kotkas

@Łukasz Chołodecki here’s a recap of agendas for the two meetings we have today 🙂

Security Meeting

• Security vulnerabilities and how Northpass security team approaches them in relation to having Northpass platform under Pipedrive domain (learn.pipedrive.com)
• Cookies that should be included in OneTrust, user preference to be respected. We have had a conversation with Norm around this but want to confirm we’re all good
• Deletion of data - how is this working on the Northpass side (for user account created for learn.pipedrive.com). Northpass has already confirmed it’s possible but we need to document how Data Meeting
• Understand what Northpass-Segment integration does out-of-the-box. From there establish if there are any gaps and if so how we can bridge them.
• Find out what data we could bring to Pipedrive DW from Northpass native tracking and how. Things like course stats and other learning XP related items.
• Establish what role information we pass through our SSO plays in data flows.

During the SSO process, only one company is passed per user.

Overview of how they use Segment:

• On the website:

  • Similar to Google Analytics
  • Segment snippet is loaded on the side
  • Acts as data tracking analytical tool
  • Two things it will open up: Page & Check/Track
  • Page event gets sent, which pages they visit, user-agent, device
  • Track event, sign up button but didn't finish, email gets sent, video progression and stopping (%)
  • Segment is a JS snippet
  • This snippet is blocked by the consent OneTrust

• In the Data Warehouse:

  • On website, segment is launched and all the events are pushed into Segment platform.
  • They can then pipeline all those events and data - sources to targets
  • Everything is collected
  • KPI Analytics within the warehouse
  • It is relying heavily on what is being tracked in the first place
  • Who landed where, how it was engaged

Lukasz: we don't have those events, but we can try to build them. Since this is a customized school, events are not being tracked as much. We may be able to pass this information.

Norm: What is the tracking unique identifier? Session ID? User ID?

Pipedrive will create the unique ID, or passing in a pipedrive owned identifier that can be passed to segment. They will have to define what attributes and data points that they will want in the warehouse. To add, Segment can track when there is no clear user identification. Segment has a mechanism of "anonymous ID" and try to persist it in the cookie. They can use this for non-known users.

For Northpass, most of the time, users will have identifiers. If they come from Pipedrive - they will have the Pipedrive ID. If from Northpass, our UUID will be passed. We need to ensure that param is passed. This would be ideal instead of trying to rely on the anonymous ID.

From Pipedrive's side, will there be a problem with how Identity Resolution gets passed?

Some clarification from Bjorn: are we discussing a scenario of segment tracking within all Northpass web content? Right now, design is fully under Northpass control. This makes them a little less confident, because they want to make sure it is totally trackable.

Third point: There is some native tracking. Is there a point at building everything up via Segment? Such as Course Completion, are these being passed via events? We have some webhooks, but what do they mean by "events"?

Internal Questions for Pipedrive:

• Can OneTrust share consent snippet across pages? Main snippet is from Pipedrive.com, but it would carry over to other sites from the source snippet.
• Will we know who hasn't given OneTrust consent? We could create a boolean prop to show who has or hasn't given consent.
• Are they/can they tie this into Consent and Privacy Policies as dictated by Pipedrive? Good question (Kaisa) and this will need to be brought up in their meeting next week.
• Would it be possible (or are they considering) to extend their Cookie Banner into Northpass? Yes, they are.
• Do they tie the consent to the Pipedrive ID? No, they don't. This is completely on the user and browser side. No real client information.

Umbrella Question from Bjorn: Three main questions they want to understand

• Acquisition - what are the sources of their arrival?
• What are they clicking on?
• Business Specific data - course completion, etc

What are the options to get the data out of Northpass and into their warehouse?

DONE: Bjorn our data schema. Send him our 3-4 options in an email so he can read through the options. The options I provided were Encrypted Dump into S3 bucket (Flink), Secure Data Transfer, Webhooks (not ideal), and Snowflake/Look for customers who are also on Snowflake or Looker.

01/03/2023

Content & Uploading

Video Promo URL not embedding correctly? Why? iFrame wasn't working, but she was using embed URL not single http:// url.

01/09/2023

Kaisa & Domain Questions

Confused about the domains and admin, etc. Learn.pipedrive.com should always be in the URL bar. They didn't prepare for two subdomains. learn.pipedrive.com should be for the SSO site. SSO domain should be the main one. Ideally, they will only ever authenticate people via SSO. How can we authenticate deactivated users? DONE: Check on learn.pipedive.com for both. I suggested learn.pipedrive and learning.pipedrive for both domains. Any redirect confusions is because they have to redirect each video to the NP video.

Margus: he was concerned about the staging environment.

Outstanding SSO items? Mostly done, but the last item was current domain - learn.pipedrive.com. He wants to setup the learn domain in Northpass asap. DONE: Check if we can update the sub-domain or if anything else need to be done. Genet: wants SSO users going into Northpass ASAP to reach the 11th deadline.

Suggest that learn.pipedrive is the pre-reg open academy with SEO learn.pipedrive login page hosted on learn & clicking SSO directs to oAuth.pipedrive.com. learning/sso pipedrive is closed from indexing and a non-logged in user will be brought to their oAuth page. Pros:

• This funnels SEO into a single domain, for easier management and metrics
• Closes SSO from non-logged in users & indexing, see above
• Other than the URL, learners have a seamless, smooth login experience. No one is paying attention to the domain name.

If they change templates, this might be more complicated. Two sources of truth.

02/14/2023

Workato - Segment

Michael: Is Workato Server-to-Server? The main goal is to trigger things in segment from the FRONT END of Northpass - browsing courses, etc. Course completion and stats is also interesting, but the viewing is what is the most important. "The Success of this project will be gauged on the academy assisting more conversions in Pipedrive."

How much:

• New Traffic
• Traffic from trial accounts
• How many became new accounts
• Are they interacting with new core-functionality
• Have they added new users?

03/21/2023

Post Launch with Kaisa

First big item, Localization:

• Localization and localized sites. Confirm that we received all the strings.
• Second question: how do we upload localized tutorial. This would happen in course properties and strings.

Webinars:

• Webinars page. They would like to bring it under Northpass. Similar to the rest of Northpass.
• But she needs to bring in widgets & code from their page.
• These would be pre-recorded. Similar to video tutorials, you go to the course intro page and then are asked to signin.
• Can we look into an integration to upload webinars directly? LiveStorm auto uploads to Vidyard. DONE: Find an endpoint to auto-create courses/activities.

User Profiles:

• When you click users, they want something available to users. Wants to know the best way to setup.

• Kaisa to send what she would like on this page. Design:

• Can we change some elements in the non-Pipedrive academy? They would need more CTAs etc.

Feedback from clients:

• Missing search button for non-logged in users.
• Ask product to make search results available to non-authenticated users.

Start up weekly meetings with Kaisa for 10am on Tuesday

03/28/2023

Customer Emailing Platform

GetVero is the customer emailing platform they currently use. They wanted to do it via Segment. Custom email domain needs to be setup first. Waiting on Kaisa to "get through security"

04/18/2023

Weekly Sync - James, Oksana, and Dina

Oksana is the main video producer for the academy. She will slowly take over more responsibility for Northpass.

Dina - regarding discovery. Localization strategy affects Dina. They are about ready Localization already existed in the old academy. Unsure of the technical limitations. Reach out to Gennet regarding language preferences for accounts.

If a user picks a language, update the property. They would want a page per language, so app/en or app/es etc. This is a requirement.

Sending details regarding Redirect problems

Text from Engineers (synopsis):

Let’s imagine we redirect the user from page A to B using 301. Later we decided to change the redirect from A to C using 301. The user will be redirected to B because it was cached in their browser. Experience: User visits A > User was redirected to B > Browser sees it’s a 301 redirection so it adds this redirect to cache > We change in NP from A->B to A->C > User visits A > User was redirected to B (because his browser has this redirect in cache).

The only way to fix it it’s a requesting the user to clean cache in his browser. So if the user is unauthorized and goes to app/courses, we will redirect him to sign_in page with 301. The browser will cache sign_in page, and the user will be automatically redirected to sign_in page when the user tries visit app/courses. This will cause a loop.

301 makes sense if the website they are accessing was permanently moved to other location. In this case they are trying to access courses list but are redirected to sign in page because they have to be authenticated before they can access it. If we redirected them from courses to sign in page with 301 the user’s browser would save the redirect location (sign in page) and whenever the user tried to access courses web page their browser would move them automatically to sign in page making courses page inaccessible for the user. The only way out of it is cleaning browsers cache. However once they cleared the cache they would remove the cookies as well. The cookies keep the information about users identity. This is helpful because with that they don’t have to log in each time they visit our platform. But once the cookies are removed they would be again redirected to sign in page keeping them in this vicious circle. The reason to use 301 is to tell the browser “forget about this old location of the page you are accessing, this page is now here, also store this location and use it whenever you try to access this old location”.

05/16/2023

Search Results Issues

Search results - can't click enough Northpass Only the title can be clicked when search results are returned. We need to be able to click the icon or description as well Not a problem - will get this started ASAP

DONE: Directly ask Chloe about the technical complications.

06/13/2023

Tasks

DONE: Push lang changes from Internal Sandbox to Main sandbox for James' testing.

07/14/2023

Internal Training Demo

Ines is from global training and onboarding Guillerhme is support and does monthly trainings for support teams.

Currently on TalentLMS but they hate it. It is only their host. Use EZ Generator is their authoring tool. Support: Portugal, Estonia, US Global: 10 offices across the world

They share a lot of content. Sales and Success don't have trainers, so they use the same content.

New Project: Pipedrive Academy

Learning Paths (proper). A lot of things are possible in TLMS, but not intuitive. No Learning Path Cover page - everything is separate.

They also host internal trainings hosted by internal coaches. Soft skills, feedback, workshops, etc. It would be nice to organize and manager sessions through the LMS. Live Webinar Trainings Waiting list would be nice. Not a deal breaker.

Reporting is another hugely important aspect. Portugal legal requirement: 40 hours per year per employee. Auditors will check this. One single source of truth with all the trainings that have happened.

HRIS: BambooHR, integrating very basically.

Last year they were already window shopping for LMS. Ines watched a demo of Northpass.

08/01/2023

Ongoing Issues

Localization:

• Can we just launch a single language? No. They want to launch all languages.
• This will affect renewal - if we can't do localization, then they won't renew.
• James - throwing it out there: this is just the tip of the iceberg for localization. They will only be adding more content and languages as time goes on.
• James: can we do one instance per language? Norm: yes, but each instance would have a different sub-domain.
• Ben: Not ideal they want a learn.pipedrive.com/en or /de.

SEO:

• Dynamic rendering? Ben has some ideas to share with me.
• Language picker was visible for several days, which got picked up by Google.
• Check again in a day or two to see if its not picked up.
• Confusion on the language codes.
• Any timeline for adding language codes to URLS of courses (/app/courses)

Other:

• Customize the welcome email.
• Workflows for a welcome email?

Will joined late - nothing new to add.

Final item from James:

• Is there anyway to get one more contact into our Slack channel? Especially an SE engineer.
• The support experience "wasn't great" when going via Support because they were not aware of the customization.
• He would like comments in the Sheet ASAP for all the high priority items.

Kat: if localization is fixed will that secure the renewal? Yes, James believes so.

08/10/2023

Slack Message to Internal Team

Team, I've had the opportunity to chat with many of you individually to discuss the action item list for Pipedrive. As a reminder of the topics discussed on Monday, here is the recording. The passcode is 8@^z6zJG.

I can't impress enough upon everyone how time sensitive these items are. Kat and I are chatting with Pipedrive at 9:30am EST on Tuesday to get a better understanding of the client's needs. With Gainsight's Recharge day on Monday and Poland being off on Tuesday, I'm a bit afraid we've lost some precious time here.

There are two tracks that we've committed to as a team for saving Pipedrive. They are the following:

1. Bartosz, Adam, and the engineering team will investigate all the items on the spreadsheet that SE cannot solve for and report back to Joris and Allyson with an estimated time frame and resource spend needed to bring those features to light and parity for Pipedrive's needs. Joris and Allyson will then decide the best direction regarding engineering's findings and the planned roadmap.

2. Charlie and the SE team will clean up the code in Pipedrive's templates to improve efficiency. This will be done in sandbox first and then moved to production if need be so that engineering can reproduce the delay behavior and investigate causes and areas of improvement.

Regarding one - have any findings been reported to Allyson/Joris yet? Joris is on PTO as of tomorrow, so please let Allyson know what you find ASAP. In the meantime, Adam/Bartosz, do you have any information that Kat and I should know about that will help inform our discussion with Pipedrive on Tuesday?

Regarding two - today's discussion made clear that the delay behavior is not acting as expected in the sandbox. As engineering needs to mimic this behavior as closely as possible, we will reinstate the templates and language picker in production as early as possible tomorrow morning. Charlie, can you please make sure an SE in Poland makes these changes to Pipedrive's Production academy as early as possible tomorrow so the engineering team can investigate?

I will inform Pipedrive this evening of this temporary change.

Big day tomorrow, and I hope we'll be able to uncover key information for Pipedrive. Please let me know if you have any questions or concerns.

08/15/2023

Meeting regarding Renewal and Feature improvements

Attendees: -- James Cambpell -- Ali -- Will Sigsworth -- Mark Geller -- Chloe Fall - Ben Clarke - Norm Rasmussen - Kat Kenny

Notes:

• Desire for localized sites are high

• James being pressured for more localized content

• Spanish course is still highly reviewed and people are excited about it.

• (-) Norm to schedule a meeting with both tech teams

  Renewal:

• Can we get a signature with an opt-out clause?

• Both tech teams will need to discuss the delay issue in Production

• Who else needs to be part of the renewal discussion?

• If we add an opt-out clause, legal team will need to be involved.

• All renewals need go back through the procurement/vendor review process.

• Vendor review includes finance and security teams

• Kat: Who else needs to be involved? CFO? Who else can put a stop to this?

• Gainsight has "buddy" alignments from our CFO to your CFO. Is Hydran involved in vendor review?

• James: No. Steve Kitely reports to her and is in charge of vendor review?

• Kaisa no longer involved. Does not need to be added back in.

• Kat set expectations: I doubt we will get all of these in the next 60 days, but next steps of getting a tech team

• Mark and Genet

  Other Complication from James:

• A user got a weird url: https://learn.pipedrive.com/app/courses/f6246955-f620-4afe-b7fa-b9256624d4af#sso-widget

• When a user clicked that, they weren't able to unlock the getting started course.

• Screen recording of the behavior: https://sharing.pipedrive.com/v/sFQfqr

• When a user removes #sso-widget the problem goes away.

08/24/2023

• Internal Sync regarding Roadmap and feature requests ** Attendees: Rob, Allyson, Joris, Kat
  • Email localization will be difficult
  • Certification localization will be possible and the structure is there. But the locale isn't sent. -- Rob to test
  • We should deliver a list of what we have done, can do, and can't do
  • This list should also include how our integration with Gainsight will help them
  • Joris happy to join a technical call with Pipedrive
  • Norm to schedule call with Pipedrive for next week
  • Is this a 1 sprint worth of work for the team? Q1 2024 delivery date?
  • Rob and Joris to gauge if this will have impact on larger strategic initiative.

08/29/2023

• Discussion of Renewal and High Priority Items ** Attendees:
  • James, Norm, Kat
  • How can we work out the language of what guarantees a renewal?
  • Since we won't get everything done by renewal, can we add an opt-out clause?
  • James - instinct tells him Q1 should be acceptable.
  • As far as SEO issues, this will be the stickiest for the team. TODO: Get Rob (and maybe Joris) on technical call to discuss SEO stuff.
  • Are they actively exploring other vendors? James: not yet. But yet being the key word. It was brought up internally to start exploring.
  • SEO technical sync: James to find a good time for technical and SEO people. -- Mark Geller, Gennet, Chloe -- Gennet is main technical product/discovery for entire org --- He's waiting desperately to sunset the old LMS website. -- Mark is general technical -- Chloe is the SEO master.
  • Account Management team to handle clauses/commercials. TBD who from Pipedrive should be the POC for that.
  • Explained that additional benefits are coming with the larger integrations between Gainsight and Northpass.
  • James team handles video content for the PX product.
  • James wants to put on our radar: -- Genet said, "if we're going to extend this on a contract, can we add a support person in the Slack channel?" -- Not yet. Northpass is flexible, but Gainsight doesn't have SE folks. They have TAMs which are a paid service. -- TBD. We might have to do this as a paid service. -- James wants an answer by renewal. And possibly as a line-item on the contract. -- Kat: Most enterprise accounts have a full-time TAM associated with their account.
  • Does Gennet submit support tickets via Slack? Maybe, Zendisho (sp?).
  • James is most likely off on Labor day.

09/19/2023

• James still hasn't put us in contact with the procurement person. Said he doesn't know.
• Said that Ben's requests aren't "show stoppers" and "shouldn't affect the renewal" but that he would ask.
• Overall happy with how things are progressing.