👤 Managers and Technical Admins have access to these settings in Hook
Customising Risks
Risks allow Hook users to add information to accounts that may not be available from the data alone that drives an engagement level. For example, a customer may tell a CCM they are definitely going to renew, or a CSM knows that a customer is considering another tool. Risks can be positive (verbal renewal commitment) or negative (delayed implementation).
Risks in Hook are customised in Risk Settings. Control the impact a risk has on Engagement Levels, and the different types of risks that can be used. CSMs are able to capture the full range of risks for each account, completely customised to your business.
In Risk Settings set up risks that impact Hook Engagement Level and customise risk reasons, risk competitors and risk outcomes.
Risks Impacting Engagement Levels
Configure how risks impact the Engagement Level for each account, depending on the risk added.
Control how Risks Impact Engagement Levels
There are four options for how risks can interact with Hook’s score for accounts with risks:
Score override: The risk will increase or decrease the Engagement Level.
Score replacement: Hook’s Engagement Level will be replaced with the assigned risk.
Risk indicator: The risk does not impact the Engagement Level, but a status orb indicates a risk is assigned.
No risk indicator: The risk has no impact on the Engagement Level.
To change which of these options apply to risks,
Go to Risks Settings.
In Score configuration, select one of the options.
Once selected, you will see a success message. The score configuration is now updated.
Risks Configuration
Risk configuration in Risk settings, displays the list of risk types CSMs have the option to select when creating a new Risk. These can be customised for your organisation.
Deactivate an Existing Risk Type
Go to Risk settings.
In Risk configuration, toggle the switch next to the risk name. The risk will be removed when the switch is grey.
To enable the risk, toggle the switch back on to yellow.
Deactivating a risk will not impact existing risks, only new ones.
Edit a Risk Type Name
Go to Risk settings.
In Risk configuration click the pencil ✎ icon next to the risk name.
Edit the name of the risk.
Click the tick icon ✔️ to save the changes.
Enable a Risk to Impact Engagement Levels
Go to Risk settings.
In Risk configuration, choose whether this risk should move the Engagement Level up, down or none
Configuring Risk Reasons, Outcomes and Competitors
Risk properties can be customised for your organisation in Risk Settings. Follow the steps below to configure:
Risk Reasons
Risk Outcomes
Risk Competitors
Add a Risk Property
Go to Risk Settings.
Go to the property category:
For Risk reasons, select + Add reason.
For Risk outcomes, select + Add outcome.
For Risk competitors, select + Add competitor.
Enter a name.
Click the ✔️ tick icon to save.
Edit a Risk Property
Go to Risk Settings.
Go to the property category: Risk reasons, Risk outcomes or Risk competitors.
Click the pencil ✎ icon on the property.
Edit the name.
Click the tick icon ✔️ to save the changes.
Deactivate or Re-activate a Risk Property
Go to Risk Settings.
Go to the property category: Risk reasons, Risk outcomes or Risk competitors.
Toggle the switch next to the property to deactivate it (grey). To re-activate the risk reason, toggle the switch on to yellow.
Deactivating risk reasons, outcomes or competitors will only impact new risks. Existing risks will remain unchanged in Hook.
Delete a Risk Property
Go to Risk Settings.
Go to the property category: Risk reasons, Risk outcomes or Risk competitors.
Click the bin icon next to the property to delete.
Click the red Delete button to confirm deleting the property.
Deleting risk reasons, outcomes or competitors will only impact new risks. Existing risks will remain unchanged in Hook.
Disable Risks for your Organisation
Risks are automatically enabled for your organisation in Hook. If this is not helpful for your team, disable this functionality.
Go to the top of Risks Settings
Toggle the switch off to Risks deactivated.
Toggle the switch back on to enable risks.
