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HubSpot Overview for Product Specialists

Essential workflows, navigation patterns, and quick answers for Product Specialists working in HubSpot

External Links

HubSpot User Guide: Overview for Product Specialists

Migration Overview Presentation

What is HubSpot and Why Are We Using It?

HubSpot is your primary workspace for managing client onboarding and optimization projects. It replaces Quickbase as the central system for tracking your work, coordinating with Account Managers, and documenting your optimization activities.

Your Primary Goals in HubSpot:

  • Minimize time in HubSpot so you can maximize time optimizing in advertising platforms
  • Track your work efficiently with automated task generation
  • Maintain clear communication with Account Managers
  • Document your optimization activities for future reference

The Records You'll Work With

HubSpot organizes information into different record types. Understanding how these connect is essential for efficient navigation.

Project Records (Your Primary Workspace)

What They Are: Your main work area where you manage client builds and optimizations

Two Types:

  1. Onboarding Projects - Managing new client builds from intake through launch
  2. Optimization Projects - Managing ongoing optimization work after campaigns are live

What You'll Find Here:

  • Your assigned tasks
  • Pipeline stages (control optimization cadence)
  • Playbooks for documenting work
  • Historical optimization notes

Service Records

What They Are: Represent individual subscriptions (PPC, Paid Social, etc.)

Why They Matter: Services connect your projects to company records and house legacy Quickbase data

When You'll Use Them:

  • Navigating between projects and company records
  • Accessing historical Quickbase information
  • Viewing order details and account numbers

Company Records

What They Are: Where Account Managers document all client communications

What You'll Find Here:

  • Email exchanges with clients
  • Call notes and meeting summaries
  • Client interaction history

When You Need Them: Review before optimizations to understand client context, concerns, or recent discussions

Your Daily Workflow

Starting Your Day

  1. Navigate to Customer Success Dashboard (set this as your homepage in settings)
  2. Review the Summary Tab to see today's tasks and upcoming work
  3. Review the Dashboard Tab for more focused reporting on your upcoming tasks
  4. Click into projects from your task list to begin work

During Optimizations

  1. Open your Optimization Project
  2. Review previous optimization notes in the Activity Feed
  3. Check company record (via Service preview) for recent client communications
  4. Complete optimization work in advertising platforms
  5. Return to HubSpot and open the Optimization Notes Playbook
  6. Document changes and recommendations
  7. Adjust pipeline stage if changing Optimization cadence
  8. Complete task to generate next optimization

Managing Onboarding Builds

  1. Review post-intake notes and support tickets
  2. Complete task to advance project to "Build In Progress"
  3. Work through build tasks (research, implementation, verification) independently of HubSpot
  4. Complete Build Notes Playbook when ready
  5. Set Build Review Status to "Build Submitted for Review"
  6. Wait for Team Lead feedback
  7. Address any requested changes and resubmit if needed
  8. Once approved, Account Manager handles launch

Optimization Cadence Management

Available Pipeline Stages

Your optimization project's pipeline stage controls task generation frequency:

  • Daily Optimization - Every business day
  • Bidaily Optimization - Every 2 business days
  • Weekly Optimization - Every 5 business days
  • Biweekly Optimization - Every 10 business days
  • Monthly Optimization - Every 20 business days
  • Inactive - No automated tasks

Typical Cadence Progression

New accounts typically start with frequent check-ins and gradually extend as performance stabilizes:

Daily → Bidaily → Weekly → Biweekly → Monthly

Common Cadences by Client Type:

  • Enterprise/Retail Media: Often biweekly
  • SMB PPC/Paid Social: Typically monthly

How to Change Cadence

CRITICAL: Change the pipeline stage BEFORE completing your task

  1. Complete optimization work and document in playbook
  2. Change pipeline stage to desired cadence
  3. Complete task
  4. New task generates at new cadence

If you complete the task first, it will generate at the old cadence

First Optimization Post-Migration

For projects being migrated from Quickbase, you need a one-time setup:

  1. Complete optimization and log notes
  2. Set pipeline stage to desired cadence
  3. Change "Submit Optimization" field to "Yes"
  4. Complete task

After this initial setup, you only need to complete tasks - no additional field updates required.

Navigation Patterns

The Three-Column Layout

All HubSpot records share a consistent structure:

Left Column: Activity bar, quick reference info, key properties
Center Column: Main content, tabs, pipeline stages, task overview
Right Column: Associated records and activity feed

Project → Company Navigation

Projects and companies generally aren't directly connected. Use the service as a bridge:

  1. From project, click eye icon on Service (right column)
  2. Service preview opens from the right
  3. Click company name in the preview
  4. Review client communications
  5. Use browser back button or navigate back through service preview

Using the Eye Icon (Record Preview)

The eye icon is your most efficient navigation tool. It allows you to see activities and data on disparate records from the record you are viewing.

  • Hover over any associated record card
  • Click the eye icon in the top-right corner
  • Preview panel slides in from right side
  • Click into full record if needed

Pro Tip: This prevents losing your place when checking related records

Communication Methods

Choose the right tool based on accountability needs:

Comments (Low Accountability, Informal)

  • Use For: Quick questions, confirming something, getting attention on specific items

  • How: Click "Add Comment" on any activity card, use @ mentions to notify users

  • Key Feature: Creates visible record but no deadline or completion tracking

Tasks (Medium Accountability, Semi-Formal)

  • Use For: Simple budget changes, pausing products, tracked work items with deadlines

  • How: Click "Task" button in activity bar, assign to appropriate user, set due date

  • Key Feature: Remains in assignee's queue until marked complete

Change Requests/Tickets (High Accountability, Formal)

  • Use For: Account rebuilds, adding campaigns, complex changes requiring detailed tracking

  • How: Create at service level using Tickets feature, select appropriate pipeline

  • Key Feature: Status tracking (in progress, blocked, complete) with comprehensive reporting

Working with Playbooks

What Are Playbooks?

Structured forms that create formatted notes in your activity feed. They standardize documentation across the team.

Key Playbooks You'll Use

Optimization Notes Playbook:

  • Document changes made during optimization
  • Provide recommendations for Account Manager
  • Used after every optimization session

Build Notes Playbook:

  • Document onboarding build strategy and implementation
  • Completed once build is ready for review
  • Required before submitting for Team Lead review

Build Review Playbook:

  • Used by Team Leads or Build Reviewers
  • Provides structured feedback on builds
  • Results in approval or revision requests

How to Use Playbooks

  1. Click "Open Playbook" or navigate to Playbooks tab
  2. Fill out all relevant sections
  3. Click "Log Note"
  4. Note appears in activity feed with structured formatting

Can You Edit After Logging? Yes - click the note, make changes, and save

Build Review Process

Submitting Your Build

  1. Complete all build tasks
  2. Fill out Build Notes Playbook
  3. Click "Log Note"
  4. Change Build Review Status to "Build Submitted for Review"
  5. Pipeline stage advances to "Build Review" automatically
  6. Task created for Team Lead

Possible Outcomes

No Further Changes (Approved):

  • Project advances to Build Completed
  • Account Manager handles launch

Changes Suggested (Approved):

  • Project advances to Build Completed
  • Task created to address suggestions
  • Account Manager handles launch

Changes Needed (Not Approved):

  • Project stays in Build Review
  • Task created to implement changes
  • Make revisions and resubmit
  • Review cycle repeats until approved

Handling Revision Requests

  1. Review Team Lead feedback in activity feed
  2. Make requested changes in platform
  3. Update your build notes or add comment explaining changes
  4. Change Build Review Status back to "Build Submitted for Review"
  5. New review task created for Team Lead

Accessing Legacy Quickbase Data

During the transition, Quickbase data remains accessible through HubSpot from your Project records:

Quickbase Optimizations Tab:

  • View historical optimization tracks/notes
  • Separate buttons for PPC, Retail, Social
  • Opens embedded Quickbase reports

Quickbase Requests Tab:

  • Submit various request types (Data Feed, Code Install, etc.)
  • Forms open in modal windows
  • Creates records in Quickbase upon submission

Related Quickbase Order Card (Overview Tab):

  • View Order information
  • Access account numbers
  • Review build notes
  • See associated requests
  • View transactions

Note: All NEW optimization notes go in your HubSpot project, not Quickbase. Only use Quickbase views for historical reference.

Creating Tasks

When to Create Manual Tasks

Beyond automated optimization tasks, create manual tasks for:

  • Spend checks between optimizations
  • Following up on platform issues
  • Monitoring specific campaign performance
  • Administrative items (verify access, check approvals)
  • Any work that needs deadline tracking

How to Create Tasks

  1. Navigate to project record
  2. Click "Task" in left column activity bar
  3. Fill out form:
    • Title: Clear description of what needs done
    • Due Date/Time: When it needs completed (set to end of day if not time-specific)
    • Priority: Use strategically for urgent items
    • Queue: Select appropriate category (type "specialist" to see options)
    • Assign To: Defaults to you, can reassign to others
    • Description: Full context (essential when assigning to others)
  4. Optionally set to repeat for recurring items
  5. Click "Create"

Pro Tip: Use repeating tasks for quarterly reviews, annual renewals, or other predictable recurring work

Quick Reference: Common Questions

Q: How do I see client communications?
A: Navigate to Company record via Service preview

Q: Where do I document my optimization work?
A: Open Optimization Notes Playbook on your Optimization Project

Q: My optimization task didn't generate. Why?
A: Check that pipeline stage is set to active cadence (not Inactive) and "Submit Optimization" field is "Yes" (one-time requirement post-migration)

Q: How do I access historical optimization notes?
A: Use "Quickbase Optimizations" tab on Project or Service, or view "Notes (Last 90 Days)" tab on Optimization Project for recent HubSpot notes

Q: Can I edit notes after logging them?
A: Yes, click on the note in activity feed and edit

Q: Where do I find my tasks?
A: Customer Success Dashboard (Summary or Actions tab) or Projects index filtered to show your assigned projects

Q: How do I change my optimization frequency?
A: Change pipeline stage BEFORE completing task

Q: What if I need to request something from the Account Manager?
A: Use Tasks for simple items, Tickets for complex changes

Key Takeaways

✓ Projects are your workspace - Onboarding for builds, Optimization for ongoing work

✓ Services bridge everything - Connect projects to companies, house Quickbase data

✓ Pipeline stages control cadence - Change before completing tasks

✓ Playbooks document work - Optimization Notes and Build Notes are required

✓ Three-click maximum - Most navigation requires three clicks or fewer using eye icon previews

✓ Choose communication wisely - Comments for informal, Tasks for medium accountability, Tickets for high accountability

✓ Minimize HubSpot time - System designed to document efficiently so you can focus on optimization work