If you’re facing an issue or something doesn’t look right when looking up an account, learn more about how to troubleshoot. Try these quick solutions which will also improve your understanding of how Hook works.
Steps to troubleshoot
Hook only displays accounts that have subscriptions associated with them. Check the subscriptions for this account in your CRM - if there are no subscriptions, this account will not be in Hook. For example, accounts that are still in the sales process.
Check the view permissions of this user in User Admin. If they are attempting to view an account that they do not own as a CSM, and they can only view My accounts (permission), then they will see an error message in Hook for accounts that do not belong to them. Update the user’s permissions if necessary.
Related Article: User Admin and Permissions
Not all accounts in your organisation’s CRM will appear in Hook. During implementation, we work with your team to define a criteria to select only the most relevant accounts to display in Hook. If this account does not meet this criteria, it will not be displayed in Hook.
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