Building an Onboarding Command Center in HubSpot

As a Customer Success Manager or Onboarding Specialist, jumping between different HubSpot records, properties, and tools can slow you down. Creating an onboarding command center lets you access all crucial information and take action from a single view. Here's how to set it up.

Prerequisites

• HubSpot account (some features require Enterprise tier)
• Appropriate permissions to customize records
• Arrows integration (optional, but recommended for onboarding)

Basic Setup (Available for All HubSpot Tiers)

1. Navigate to your ticket or deal record
2. Look for the "Overview" tab (this is always available)
3. Click the customize icon (gear/settings symbol) to enter edit mode
4. From here, you can add and arrange various cards to create your command center

Advanced Setup (Enterprise Tier)

If you have Enterprise access, you can create custom tabs for even better organization:

1. Navigate to your record view
2. Click the customize icon (same gear/settings symbol as showed on the previous section) to enter edit mode
3. Click on "Default View" (from this section, you can also create and edit specific team views)
4. Click the "+" icon next to your existing tabs
5. Name your new tab (e.g., "Onboarding" or "Onboarding Command Center")
6. Click "Create card" to start building your view

Adding Essential Components

1. Property Lists

• Click "Create card"
• Select "Property List"
• Add a label (e.g., "Onboarding Properties")
• Select relevant properties to display
• Arrange properties in order of importance
• Properties will auto-save when updated

2. Quick Actions

• Add a "Quick Actions" card
• This enables rapid note-taking and common actions
• Perfect for post-call updates without navigating to different sections

3. Arrows Integration Components (If Using Arrows)

• Enable the "Onboarding Plan" card (turned on in the right sidebar)
• Add "File Submission" card (in the middle panel)
• Add "Form Submission" card (in the middle panel)
• These will automatically display relevant onboarding data

4. Sales Handoff Information

• Create a property list for sales handoff notes
• Include key fields like:
  • Pricing tier
  • Sales notes
  • Key customer requirements
  • Integration needs

Organizing Your Command Center

1. Prioritize based on daily needs
   • Put most-used information at the top
   • Group related items together
   • Consider your team's workflow
2. Keep it clean
   • Remove duplicate information
   • Only include actively used properties
   • Regular maintenance to remove outdated fields

Pro Tips

• Use HubSpot workflows to automatically populate key fields
• Link properties to other tools (like Arrows or Stripe) for real-time updates
• Create different views for different team members (Enterprise only)
• Save regularly when making changes

Benefits

• All crucial information in one place
• Faster updates and note-taking
• Better visibility for team members
• Streamlined onboarding process
• Reduced time switching between tools

Remember, your command center should evolve with your needs. Start with the essential components and build up as you identify additional requirements for your team.