Transcript:
On screen: Clean dashboard landing / Client page overview
“This view brings together everything you need to understand about a client account in one place — combining performance data, reviews, feedback, and actions in a single dashboard.”
“It’s designed to give you a clear, real-time picture of how the relationship is performing, and where attention may be needed.”
DASHBOARD OVERVIEW – Pulse Index & NPS
On screen: Account dashboard (left side)
“When you land on the account dashboard, you’ll see the page split into three key areas.”
“By default, you are reviewing data across the last 12 months. To help you spot trends over specific period of time, you can filter the dashboard by custom date ranges at the top.”
“On the left-hand side, your scorecards provide a high-level view of account health.”
“The Pulse Index combines key client scoring questions into a single performance indicator, helping you quickly understand overall sentiment across the relationship.”
“Alongside this, your Net Promoter Score shows how likely clients are to recommend your service — giving you a clear measure of loyalty and advocacy.”
“For both Pulse Index and NPS you can easily see whether sentiment is improving, stable, or declining.”
DASHBOARD OVERVIEW – Recent Reviews & Engagement
On screen: Account Dashboard (middle section)
“In the centre, you’ll see the list of recent reviews — where you can open any individual review, view shared content, and understand engagement from each stakeholder.”
On screen: Select review → Engagement → Engagement dropdown per stakeholder
“Each review also includes a detailed engagement view, showing you how each individual stakeholder interacted with it.”
“This includes whether they opened the review, provided a score or requested a follow-up — giving you a clear understanding of who has engaged, and how deeply.”
“This is particularly useful for identifying where engagement is strong, and where follow-up may be needed.”
DASHBOARD OVERVIEW – Pulse Index Breakdown
On screen: Account dashboard (right side)
“On the right, you’ll see a more detailed breakdown of your Pulse Index by individual category.”
“This allows you to understand performance at a more granular level, helping you identify specific strengths and areas for improvement.”
“Hover over data points on each card to see exact scores for deeper analysis.”
COMMENTS & FEEDBACK LOOP
On screen: Comments row → Go to comment → Add note + Mark ‘reviewed’
“As you scroll down, you’ll see all client comments captured through Pulse.”
“From here, you can open individual comments, add internal notes where needed, and mark them as reviewed once they’ve been actioned.”
“This ensures all feedback is tracked, visible, and followed through — helping your team stay aligned on what has been raised and resolved.”
OUTSTANDING ACTIONS & FOLLOW-UPS
On screen: Actions & follow-ups top banner → Actions
“At the top, you’ll also see a new task banner, which gives you a clear view of”:
- “The actions created for each review where you can jump in and see all upcoming and completed actions for the account, and”
- “Any follow-up requests coming in from your reviews. So if you have follow-ups pending, you’ll see them listed here. You will be able to see the name and email address of the customer who has requested the follow-up and, once you or your senior leadership has followed-up, you can mark them as acknowledged by clicking here.”
On screen: Actions & follow-ups top banner → Follow-ups
ANALYTICS (HISTORICAL VIEW)
On screen: History feature
“Finally, the History section allows you to explore historical reviews for this account.”
“Here, you can view every review that has been shared over time, and drill into detailed engagement data for each one.”
On screen: History → review selection → engagement
“This includes which stakeholders engaged, what scores were submitted, and whether any follow-up requests were made — giving you a granular level of client engagement.”
CLOSE
On screen: Account Dashboard
“Together, these views give you a complete picture of your client — from real-time engagement through to long-term trends and historical insight.”
“Helping you stay informed, proactive, and fully in control of every account.”
Read more:
How to use Pulse Share-to-Many
