If you’re facing an issue or something doesn’t look right with My Overview, learn more about how to troubleshoot. Try these quick solutions which will also improve your understanding of how Hook works.
Missing accounts in My Overview
Search for the account in Hook. If the account is not in Hook, see Accounts missing in Hook
If the account is in Hook, check the assigned CSM for this account in your CRM.
If the CSM for this account in Hook does not match the CSM assigned in your CRM: reach out to [email protected] and our support team will investigate.
If the account in Hook does not have a CSM: then this account is missing a CSM in your CRM. Speak to your CRM team about updating this.
Accounts where I'm not the CSM appear in My Overview
Check if multiple CSMs are assigned to this account in Hook. If you’re one of several CSMs on this account, then it will appear in My Overview.
Check when the CSM assignee was last updated in your CRM, and if this account was recently reassigned to a different CSM. It can take up to 24 hours for new CSM assignments to be updated in Hook.
Related Article: Account Role Settings