Risks
A Risk is used to log relevant information about renewal likelihood that may not be available from data alone. For example, if a customer tells a CSM they are definitely going to renew, or verbal confirmation from the customer that they’re considering another tool.
Risks can be negative to anticipate churn risk, or they can be positive to indicate high renewal likelihood. Risks can be configured by Managers or Technical Admins in Risk Settings to override Hook’s Engagement Level.
Add a Risk to an account to store additional information to Hook’s data-driven health score about external factors or sentiment. This helps give a full picture of the account. Build reports on all open Risks in the Customers Table. CSMs can add Risks to share their plan to turn around at-risk accounts with the rest of their team.
Related Article: Reporting on Account Risk
Create, edit and view Risks on the Account Page.
View the most relevant Risks on the Overview page, ordered by account ARR or the created date (Date raised).
Build reports in the Customers table that display Risks assigned for each account. Find out more about building reports on Risks.
View Risks
View Open Risks
To view Risks on an individual account, go to the Risks section on the Account Page. Here you’ll see any open Risks. If an account has no open Risks, there will be a + New Risk button in this section.
Viewing open Risks on an account
Viewing an account without an open Risk
View Closed Risks
Use the Closed Risks tab on the Account Page to view all closed Risks.
Create a Risk
Risks are created on the Account Page or using the Customers Table.
The following fields can be added to a Risk:
Risk type: The type of Risk e.g. Upsell Likely, Watchlist etc. Required.
Date raised: The date the Risk was created (automatically populated).
Reason: The reason why the Risk applies e.g. Influencer engagement. Required.
Competitor: The competitor the account is considering.
Executive Summary: A summary of why the Risk is being raised. Required.
Managers and Technical Admins can customise Risk Type, Reasons and Competitor dropdown options in Risk Settings.
An account can have only one open Risk per product at a time. To add a new Risk, the existing one must first be closed.
Account Page - Create a Risk
On the Account Page, select + New Risk or click the + icon at the top of the Risks section.
Fill in the fields that appear in the Risk window. Risk type, Reason and Executive Summary are required to save the Risk.
Click Save. The open Risk will appear in the Risks section on the Account Page.
Customers Table - Create a Risk
Find the account in the Customers Table to add a Risk.
Ensure the Risk assigned column is added to the Customers Table.
Click + Create a Risk in the Risk assigned column for the account. The Risk creation window will appear.
Fill in the details to create a Risk.
Click Save. Refresh the page to see the updates in the Customers Table.
Related Article: Customers Table: Reporting on Accounts and Engagement Levels
Edit a Risk
Account Page - Edit a Risk
Click the three dots on the top right of the open Risk.
Select Edit.
Edit the field(s) of the Risk. Risk type, Reason and Executive Summary are required to save the Risk.
Click Save. The field(s) will be updated on the Risk.
Customers Table - Edit a Risk
Add the Risk assigned column to the Customers table (click the edit icon next to Columns and search for Risk Assigned).
Find the account with the Risk to edit. Click the pencil icon next to the Risk type, e.g. Upsell Likely.
Edit the field(s) of the Risk. Risk type, Reason and Executive Summary are required to save the Risk.
Click Save and refresh the page. The field(s) will be updated on the Risk.
Update Risk Status
Account Page - Update Risk Status
Click the three dots on the bottom right of the open Risk.
Click Add new status.
Enter a status. Note: There is a 1000 character limit.
Click Save. The new Risk status will appear at the bottom of the open Risk. This new status is the latest status in the Risk: Current status field in the Customers table.
Customers Table - Update Risk Status
Add the Risk assigned column to the Customers table (click the edit icon next to Columns and search for Risk Assigned).
Find the account with the Risk to edit. Click the pencil icon next to the Risk type, e.g. Upsell Likely.
Enter a status in the Current status field. Note: There is a 1000 character limit.
Click Save and refresh the page. The new Risk status will appear in the Risk: Current status field in the Customers table.
Close a Risk
Go to the Account Page with the open Risk.
Click the three dots on the top right of the open Risk.
Select an Outcome for the Risk.
Add notes to explain why the Risk is being closed.
Click Complete Risk. The Risk will now appear in Closed Risks on the account page. The Customers Table will no longer show a Risk assigned to this account.
Risk Outcomes can be customised in Risk Settings by Managers or Technical Admins
❓Frequently Asked Questions
How can I view all Risks that I own?
Build a report in the Customers Table with the Risk assigned column displayed, and any other relevant Risk columns (e.g. Risk: Date raised). Add a filter on the field Risk: Owner for your name. Hint: Use this report and replace the filter on Risk Owner with your name.
How can I add a new Risk Type, Risk Reason, Competitor or Outcome to the list of options available?
These can be updated in Risk Settings by Managers or Technical Admins. Find out more about customising Risks here.
I'm creating a risk on an account but I see a message that says a risk already exists. How do I fix this so I can save a new risk?
There can only be one open risk on an account at a time. Close the existing risk on the account, then create a new one.