If you’re facing an issue or something doesn’t look right with Key Metrics, learn more about how to troubleshoot. Try these quick solutions which will also improve your understanding of how Hook works.
Steps to troubleshoot
Hook uses unique Ids to match accounts to product usage data (e.g. from Pendo). Check that the account in your organisation’s CRM has a corresponding Id field which maps to product usage data. If this ID does not exist, then several key metrics may appear as zero. Check with your CRM systems team whether this is the case.
Does this account have duplicates in your CRM? If there are multiple accounts with the same name, then one of these accounts may have product usage data in Hook but the other(s) may not. Check with your CRM systems team whether these duplicate accounts can be merged.