As your processes mature, you may find the need to add more fields to the ChurnZero application. The Custom Fields section allows you to add, edit, re-order, and group fields together so you have complete control over the data you want to manage. To access this section, go to Admin>Custom fields. 

Note: This setting is controlled by a User Permission Group Setting. If you do not have access, please contact your ChurnZero Administrator.

In This Article:

Add ChurnZero Only Field
Add Connected Field
Add New Group
Reorder Fields
Edit Existing Fields
Edit Existing Groups
Field Management Tips and Tricks

Object Management

Standard Tables

This is where you will find all of the standard objects that ChurnZero operates with. These objects include:

• Account
• Contact
• User Account
• Task
• Event

To add or edit fields within any of the above entities, click on the Object Name.

Custom Tables

Custom tables are any object that we have integrated in ChurnZero that do not fall into those mentioned in the "Standard Tables". These could include Custom Objects from your CRM (opportunities, contracts, assets). They could also include any data from our supplemental integrations (Support Tickets, Financial Invoices and Contracts,  Project Management Applications). Anything that is shown on the Custom Tables tab of an Account or Contact profile will be managed in the "Custom Tables" area in Admin.

To add or edit fields within any of these custom entities, click on the object name. You will also see the following options:

• New Custom Table
  • This action allows you to create a new "ChurnZero only" custom table. This object would not be connected to any of our out of the box integrations.
  • The most common use case for this is when your development team would be sending data to ChurnZero from a system that we do not have an integration (i.e an homegrown licensing or financial system)
• New Connected Table
  • Use this option for when you want to add an additional table of data for any system which you are already integrated with. See this page for a list of our complete list of integrations
  • You will see which system the table is connected to in parentheses at the end of the table name. 
    
• Re-order tables
  • The order that the tables show up here will be the order that they are listed on the Account/Contact Profile. Use the "Re-Order Tables" option to drag and drop to the desired order.
    

Field Management

To manage a specific table of data, click into it from the main page. If clicked into a Custom Table, you will have the ability to customize the Table Name, add an internal description, as well as select a primary UI Field. The Primary UI field will determine which field allows you to click into the record and interact with it. The Primary UI field must be a Text field. 

Note: When working with Standard Objects, only the description is editable. 

Add ChurnZero Field

A ChurnZero Field is a field that will live on the object in ChurnZero only. For example, if you are connected to Salesforce as a source of truth for Account information, a ChurnZero only field added at the account level would not sync back to Salesforce. This option is used for information that you do not want to sync back to your CRM, as well as for ChurnZero only tables. Clicking on the "Add ChurnZero Fied" button will give you the following options:

Name-This is the display name of the field

Type- Allows you to choose what type of field this will be (i.e Single Select, True/False, Date). Once this is saved, you can not change the field type.

Visible- Determines if this field will be visible on the Account/Contact profile.

Filterable- Determines if this field will be available for use within Segment filters.

Editable- Determines if this field will be editable. If this is set to "Yes", you can will be presented with two more options:

• Editable By User- ChurnZero users can edit this field using the edit UI within an Account/Contact profile
• Editable By Play- Allows this field to be editable by the "Update Account" or "Update Contact" Play Step.

Override CSV Import Column- This is the column header you will use when importing data to this specific field. By default, the CSV Import Column name is going to be the same as the field display name. If you select to override the column name, you can customize the import header.

Group- Allows you to place the newly created field into an already created field Grouping.

Add Connected Fields

Connected fields are fields that are present on an integrated table of data. The most common examples are Account or Contact fields that exist in your CRM that you also want visible in ChurnZero. When within a connected table, you will see the option to "Add Connected Field". The pop up will show all fields that ChurnZero has access to for that specific object. You can use the search box to search for the field name or API Name, or use the scroll bar to browse for connected fields. If you do not see the field you are looking for, check your connected system settings (within that application, not ChurnZero) to see if the use you have authenticated with has access to that field. 

Once you find field that you want to add, use the checkbox to the left of the name to add it to the list. The field Connected Name, Connected Field Name, and Type will all not be editable, as these are coming directly from the CRM. You can, however, edit the following fields:

Name- If you would like the display name for the field in ChurnZero to differ from the connected system display name, you can edit the text box. The "Connected Name" will show you what the field label is in your connected system.

Visible- Determines if this field will be visible on the Account/Contact profile.

Filterable- Determines if this field will be available for use within Segment filters.

Editable- Determines if this field will be editable. If this is set to "Yes", you can will be presented with two more options:

• Editable By User- ChurnZero users can edit this field using the edit UI within an Account/Contact profile
• Editable By Play- Allows this field to be editable by the "Update Account" or "Update Contact" Play Step.

Group- Allows you to place the newly created field into an already created field Grouping.

Add New Group

Groupings allow you to organize groups of related fields so that they show up together on the details page of an Account or Contact.

To add a Group to the page, select the"Add New Group" option from the selected table. Once this Group is created you will be able to move fields to this section. 

You can also create new groups from the "Reorder Fields" menu.

Reorder Fields

If you want to rearrange the fields so they show up in a different order on the Details page, use the "Reorder Fields" action.  Clicking this will take you to the following menu:

Search for a specific field using the search bar in the top right. You can also add a new grouping directly from this page. 

To move the fields around, highlight the field name by clicking on it. Clicking the single arrows moves the field up or down one one space, while clicking the double arrows moves the fields to the top or bottom of that current section. 

You can also move multiple fields at the same time. Just highlight the desired fields and move them with the arrows. To unselect a field, just click it again. 

You can not use the arrows to move the field out of its current section. You must first use the "Move Fields" dropdown to change the field's group, and then you can customize its spot within that group.

Editing Existing Fields

If you need to edit a field that already exists in ChurnZero, hover over the field from the Overview page and select "Edit". This will bring up your options. 

Note: You can not change field types once they have been changed. You must delete the field and re-add it as a different type.

Editing Existing Groups

If a Group is already created and you want to edit the name, navigate to the Group on the overview screen and hover over it. You can use the "Edit Group" button to change the name. You can also delete the Group if you no longer need it. Deleting the Group will not delete the field itself.

Field Management Tips and Tricks

• Once you save a field, it can not be deleted. This is because fields can be in use by Plays, Journeys, Segments, which fuel automation. You can always make the field invisible and not filterable if you would not like it in use. You can also reach out to support@churnzero.net to remove the field once it is disconnected from Segments.
• When adding a custom table, you should always have an Account reference field. This is what connects the record to the specific account. If the field should also be related to a contact, you should add a contact reference field as well. The below example shows a connected table for Zendesk Tickets with both reference fields selected.
  
• More robust CRM Integrations like Salesforce allow for custom objects to reference any other object. You should try to avoid reference fields that are not relating back to the Account or Contact. Adding other types of reference fields can cause sync errors. If you have a field that is a reference that you would like visible in ChurnZero, we recommend converting that field to a Text field and connecting that field instead.
• If you want a link directly back to the record in the connected system, use the "CRM link" type of field for that object. The "Connected To" field should always read "{Table Name}" ID. So for the below example, I want a link back to the opportunity record in Salesforce, so the "Connected To" name says "Opportunity ID"
  
• For a custom table, you will be required to select a "Primary UI Field". This field is what allows you to click into the record and interact with it. The best option for this is usually the "Name" field of the record, but it can be any Text type field.
  
• In general, you should talk to your CRM administrator about what fields you want to be editable within ChurnZero. Your CRM touches many parts of your business, and usually ChurnZero is not the only system integrated with it. 
• If a field is a Calculated or Formula field in your CRM do not make it editable within ChurnZero.  This can cause sync failures.