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Planhat Platform Help

Planhat平台帮助

Step 1 — Gather context

步骤1 — 收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
Ask the user:
  1. What area of Planhat do you need help with?
    • A) Health Scores — building composite scores, weighting indicators, debugging scores that don't reflect reality
    • B) CRM Sync — Salesforce, HubSpot, or Pipedrive sync issues, field mappings, bidirectional conflicts
    • C) Revenue Management — Licenses, Opportunities, Invoices, renewal tracking, ARR/MRR calculations
    • D) Automation — triggers, flows, connections, code execution, actions not firing
    • E) Enduser & Usage Tracking — user activity, product analytics, Segment/Mixpanel/Pendo integration
    • F) Metrics & Reporting — custom metrics, calculated fields, dashboards, metric build delays
    • G) REST API — creating/updating Companies, Endusers, Assets, bulk upsert, authentication
    • H) MCP Server — Claude/ChatGPT integration, OAuth setup, CRUD operations
    • I) NPS — sending surveys, response tracking, scoring
    • J) Projects & Tasks — onboarding templates, task management, milestones
    • K) Integrations — Slack, Teams, Zendesk, Intercom, Gong, data warehouse sync
    • L) Admin — Service Accounts, roles, SSO, billing
  2. What CRM are you using? (Salesforce, HubSpot, Pipedrive, none)
  3. Which Planhat plan? (Start-Up, Professional, Enterprise, unsure)
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
如果
references/learnings.md
文件存在，请先阅读它以获取积累的平台知识。
向用户提问：
  1. 你需要Planhat哪个领域的帮助？
    • A) 健康评分 — 构建复合评分、指标权重设置、调试不符合实际情况的评分
    • B) CRM同步 — Salesforce、HubSpot或Pipedrive同步问题、字段映射、双向同步冲突
    • C) 收入管理 — 许可证、销售机会、发票、续约跟踪、ARR/MRR计算
    • D) 自动化 — 触发器、流程、连接、代码执行、动作未触发
    • E) 终端用户与使用跟踪 — 用户活动、产品分析、Segment/Mixpanel/Pendo集成
    • F) 指标与报表 — 自定义指标、计算字段、仪表盘、指标构建延迟
    • G) REST API — 创建/更新企业、终端用户、资产、批量增改、身份验证
    • H) MCP服务器 — Claude/ChatGPT集成、OAuth设置、CRUD操作
    • I) NPS — 发送调查、响应跟踪、评分
    • J) 项目与任务 — 入职模板、任务管理、里程碑
    • K) 集成 — Slack、Teams、Zendesk、Intercom、Gong、数据仓库同步
    • L) 管理 — 服务账户、角色、SSO、账单
  2. 你使用的是哪款CRM？（Salesforce、HubSpot、Pipedrive、无）
  3. 你使用的是Planhat哪个套餐？（Start-Up、Professional、Enterprise、不确定）
跳过规则：如果用户的提问已包含足够上下文，直接跳至步骤2。

Step 2 — Route or answer directly

步骤2 — 路由或直接解答

Problem domainRoute to
Customer success strategy (health score methodology, churn playbooks, expansion)
/sales-customer-success {your question}
NPS/CSAT survey design or response rate optimization
/sales-customer-feedback {your question}
Salesforce/HubSpot CRM configuration (not Planhat-specific sync)
/sales-integration {your question}
Data enrichment for customer profiles
/sales-enrich {your question}
Comparing Planhat vs Vitally vs Gainsight vs ChurnZero
/sales-customer-success {your question}
When routing, provide the exact command with the user's original question.
Otherwise, answer directly using the platform reference.
问题领域路由至
客户成功策略（健康评分方法论、流失应对方案、业务拓展）
/sales-customer-success {你的问题}
NPS/CSAT调查设计或响应率优化
/sales-customer-feedback {你的问题}
Salesforce/HubSpot CRM配置（非Planhat专属同步问题）
/sales-integration {你的问题}
客户资料数据 enrichment
/sales-enrich {你的问题}
Planhat与Vitally、Gainsight、ChurnZero对比
/sales-customer-success {你的问题}
路由时，请提供包含用户原始问题的准确命令。
否则，直接使用平台参考资料解答。

Step 3 — Planhat platform reference

步骤3 — Planhat平台参考资料

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
If the question involves API endpoints, also read 
references/planhat-api-reference.md
.
Answer the user's question using only the relevant section. Don't dump the full reference.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
如果问题涉及API端点，同时阅读
references/planhat-api-reference.md
。
仅使用相关章节解答用户问题，不要堆砌完整参考内容。

Step 4 — Actionable guidance

步骤4 — 可落地指导

Focus on the user's specific situation. For health score questions, walk through indicator selection and weighting. For CRM sync issues, check field mappings, sync direction, and conflict resolution rules. For metric problems, check formula syntax and the 2-3 hour build cycle. For automation issues, trace the trigger→condition→action chain.
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
聚焦用户的具体场景。对于健康评分问题，逐步讲解指标选择和权重设置。对于CRM同步问题，检查字段映射、同步方向和冲突解决规则。对于指标问题，检查公式语法和2-3小时的构建周期。对于自动化问题，追踪触发器→条件→动作的链路。
如果发现
references/learnings.md
未涵盖的注意事项、变通方案或技巧，请将其追加到该文档中。

Gotchas

注意事项

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  • Steep learning curve is the #1 complaint. G2 reviewers consistently flag being overwhelmed by flexibility. Plan 3-6 weeks for full setup. Start with one module (health scores OR automation), get it working, then expand.
  • Metrics take 2-3 hours to build. If the formula is wrong, you wait that long to find out. Test metric formulas on a small dataset first. Save frequently. Double-check before triggering a full rebuild.
  • CRM sync can overwrite fields. Salesforce bidirectional sync + ingestion rules assume clean data. If CRM data is messy, fields get overwritten or duplicates are created. Define clear source-of-truth rules per field.
  • License ingestion assumes clean opportunity data. Converting Salesforce opportunities to Planhat licenses requires uniform close dates, amounts, and stage names. Bad data produces bad licenses.
  • Rate limit is 200 API calls/min (soft limit). Hard limit ~150 req/sec with up to 50 parallel. Bulk upsert supports up to 5,000 objects per request. Analytics endpoint (
    analytics.planhat.com
    ) has separate, higher limits.
  • Email marketing is plan-gated. Full email campaign features require add-on purchase. Don't assume email marketing is included on your plan.
  • Renewal-centric revenue model. Most revenue calculations assume renewal-based business. If your model isn't renewal-based (usage-based, project-based), you'll need custom metric workarounds.
  • Reporting tables can't sum fields or drag columns. Workaround: export to CSV/spreadsheet or use data warehouse sync + BI tool for advanced reporting.
  • Self-improving: If you discover something not covered here, append it to 
    references/learnings.md
    with today's date.
基于研究的最佳实践——请仔细查看，尤其是与套餐限制功能和集成注意事项相关的内容，这些内容可能已过时。
  • 学习曲线陡峭是头号问题。 G2评论者一致反馈因功能灵活度过高而感到无从下手。计划3-6周完成完整部署。从单个模块（健康评分或自动化）开始，先使其正常运行，再逐步扩展。
  • 指标构建需要2-3小时。 如果公式错误，你需要等待这么久才能发现问题。先在小数据集上测试指标公式。频繁保存。触发完整重建前仔细检查。
  • CRM同步可能覆盖字段。 Salesforce双向同步+数据导入规则假设数据是干净的。如果CRM数据杂乱，字段会被覆盖或产生重复数据。为每个字段定义清晰的数据源规则。
  • 许可证导入依赖干净的销售机会数据。 将Salesforce销售机会转换为Planhat许可证需要统一的成交日期、金额和阶段名称。不良数据会导致许可证信息错误。
  • 速率限制为200次API调用/分钟（软限制）。 硬限制约为150次请求/秒，最多支持50次并行请求。批量增改每次请求最多支持5000个对象。Analytics端点（
    analytics.planhat.com
    ）有单独的更高限制。
  • 电子邮件营销受套餐限制。 完整的电子邮件营销功能需要额外购买。不要默认你的套餐包含电子邮件营销功能。
  • 以续约为中心的收入模型。 大多数收入计算假设业务基于续约模式。如果你的业务模式不是基于续约（使用量计费、项目计费），你需要自定义指标的变通方案。
  • 报表表格无法求和字段或拖拽列。 变通方案：导出为CSV/电子表格，或使用数据仓库同步+BI工具进行高级报表分析。
  • 自我更新：如果发现此处未涵盖的内容，请在
    references/learnings.md
    中追加，并标注日期。

Related skills

相关技能

  • /sales-customer-success
    — Customer success strategy: health scores, churn prevention, onboarding, expansion, playbook design, CS platform comparison. Install: 
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-vitally
    — Vitally platform help: Health Scores, Playbooks, Projects, API — alternative CS platform. Install: 
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-customer-feedback
    — NPS, CSAT, CES, VoC program design — survey methodology, response rates, closed-loop feedback. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — Connect Planhat to CRM, billing, and analytics tools via native integrations, Zapier, or API. Install: 
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-customer-success
    — 客户成功策略：健康评分、流失预防、入职、业务拓展、方案设计、CS平台对比。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-vitally
    — Vitally平台帮助：健康评分、方案、项目、API——替代CS平台。安装命令：
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-customer-feedback
    — NPS、CSAT、CES、VoC项目设计——调查方法论、响应率、闭环反馈。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — 通过原生集成、Zapier或API将Planhat连接到CRM、账单和分析工具。安装命令：
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — 不确定使用哪个技能？该路由工具会将任何销售目标匹配到合适的技能。安装命令：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: Health score shows green for accounts that churned

示例1：健康评分显示已流失客户为绿色

User: "My health scores aren't predicting churn — green accounts are leaving."
Approach: Read platform-guide.md health scores section. Audit indicator selection — likely missing usage/engagement signals or over-weighting login frequency. Check if data sources (product analytics via Segment/Mixpanel, support tickets via Zendesk) are syncing. Recommend adding lagging indicators (support ticket trend, days since last key-feature use) and validating weights against 6-12 months of churn data. Use the 4-metric framework from /sales-customer-success if building from scratch.
用户：“我的健康评分无法预测客户流失——显示绿色的客户正在流失。”
处理方法：阅读platform-guide.md中的健康评分章节。审核指标选择——可能缺少使用/参与信号，或过度重视登录频率。检查数据源（通过Segment/Mixpanel的产品分析、通过Zendesk的支持工单）是否同步。建议添加滞后指标（支持工单趋势、上次使用关键功能的天数），并根据6-12个月的流失数据验证权重。如果从零开始构建，使用/sales-customer-success中的4指标框架。

Example 2: Salesforce sync creating duplicate companies

示例2：Salesforce同步创建重复企业记录

User: "Every time I sync, Planhat creates duplicate companies instead of updating existing ones."
Approach: Read platform-guide.md CRM sync section. Check: (1) Is the external ID (Salesforce Account ID) mapped correctly as the keyable/unique identifier? (2) Are ingestion rules matching on the right field? Planhat uses "keyables" for uniqueness — if the external ID isn't set or doesn't match, it creates a new record. (3) Check the help center article on "Data Uniqueness and Keyables" for field mapping rules. Fix the keyable mapping, then deduplicate existing records via bulk upsert with the correct external IDs.
用户：“每次同步时，Planhat都会创建重复的企业记录，而不是更新现有记录。”
处理方法：阅读platform-guide.md中的CRM同步章节。检查：(1) 外部ID（Salesforce账户ID）是否正确映射为可标识/唯一标识符？(2) 数据导入规则是否匹配正确的字段？Planhat使用“keyables”来确保唯一性——如果外部ID未设置或不匹配，会创建新记录。(3) 查看帮助中心文章《数据唯一性与Keyables》了解字段映射规则。修复keyable映射，然后通过批量增改并传入正确的外部ID来合并现有重复记录。

Example 3: Custom metric formula keeps failing

示例3：自定义指标公式持续出错

User: "I built a metric to track expansion revenue but the formula gives wrong results and takes 3 hours to rebuild."
Approach: Read platform-guide.md metrics section. Check: (1) Is the formula referencing the correct license/revenue fields? (2) Are date ranges set correctly (expansion = new licenses minus renewals in period)? (3) Test on a single company first to validate before running full rebuild. Recommend using the API to pull raw license data and validate the expected values before rebuilding the metric. If the formula keeps breaking, consider a simpler metric + data warehouse calculation as a workaround.
用户：“我构建了一个跟踪拓展收入的指标，但公式给出错误结果，并且需要3小时才能重建。”
处理方法：阅读platform-guide.md中的指标章节。检查：(1) 公式是否引用了正确的许可证/收入字段？(2) 日期范围是否设置正确（拓展收入=周期内新许可证减去续约许可证）？(3) 先在单个企业上测试验证，再运行完整重建。建议使用API拉取原始许可证数据，在重建指标前验证预期值。如果公式持续出错，考虑使用更简单的指标+数据仓库计算作为变通方案。

Troubleshooting

故障排除

CRM data not syncing or fields being overwritten

CRM数据未同步或字段被覆盖

  • Check field mapping direction. Go to Settings → Integrations → CRM and verify which fields are Planhat → CRM, CRM → Planhat, or bidirectional. Bidirectional fields need a clear source-of-truth rule.
  • Check keyable/unique identifier. Planhat uses external IDs (from CRM) as keyables. If the external ID isn't mapped, sync creates duplicates instead of updating.
  • Check ingestion rules. For Salesforce opportunities → Planhat licenses, verify that close date, amount, and stage filters match your CRM's actual data format.
  • 检查字段映射方向。 进入设置→集成→CRM，验证哪些字段是Planhat→CRM、CRM→Planhat，或双向同步。双向同步字段需要清晰的数据源规则。
  • 检查可标识/唯一标识符。 Planhat使用外部ID（来自CRM）作为keyables。如果外部ID未映射，同步会创建重复记录而非更新。
  • 检查数据导入规则。 对于Salesforce销售机会→Planhat许可证，验证成交日期、金额和阶段过滤器是否与CRM的实际数据格式匹配。

Automation not triggering

自动化未触发

  • Check trigger conditions. Verify the trigger field has data — empty fields won't fire. For date-based triggers, check that the date field (e.g., renewal date) is populated on the company record.
  • Check flow status. Is the automation active or still in draft? Check Settings → Automations.
  • Check connection health. If the automation depends on an external connection (Slack, email, CRM), verify the connection is active and authorized.
  • 检查触发条件。 验证触发字段是否有数据——空字段不会触发。对于基于日期的触发器，检查公司记录上的日期字段（如续约日期）是否已填充。
  • 检查流程状态。 自动化是处于激活状态还是仍在草稿中？进入设置→自动化查看。
  • 检查连接健康状态。 如果自动化依赖外部连接（Slack、邮件、CRM），验证连接是否处于激活且已授权状态。

API returning unexpected errors

API返回意外错误

  • Check authentication. Use 
    Authorization: Bearer {access_token}
    header. Generate tokens via Settings → Service Accounts (Private Apps).
  • Check rate limits. 200 calls/min soft limit. If you hit 
    429
    , implement exponential backoff. Use bulk upsert (up to 5,000 items) to reduce call volume.
  • Check object limits. Most endpoints return max 2,000 objects per request (5,000 for companies). Use pagination for larger datasets.
  • 检查身份验证。 使用
    Authorization: Bearer {access_token}
    请求头。通过设置→服务账户（私有应用）生成令牌。
  • 检查速率限制。 软限制为200次调用/分钟。如果收到
    429
    错误，实现指数退避策略。使用批量增改（最多5000个条目）减少调用次数。
  • 检查对象限制。 大多数端点每次请求最多返回2000个对象（企业为5000个）。对于更大的数据集，使用分页。