Access Management

I'm a group product manager here, so I run a group of about five product managers that covers the product updates. So like how we introduce new functionality to you all, how you like learn about betas and new functionality being launched, sort of user setup and management tools, permissions, CRM configurations, data migrations and what I'll call like multi org management. I'm going to actually put this deck into the chat so you all can follow along if you would like. On in this deck you can find my LinkedIn and my email and if there are interesting topics that you want to talk about more, feel free to reach out to me. I love talking with you all, learning from you, learning about your experience of using HubSpot and what we're going to cover today is within the access management space, what we did in 2024, what we're planning in 2025 and how to connect with us. So I said I have a team of five product managers here and we love talking to you all. So I'm going to try to make sure you know who to go to for sort of what information. I'll try to get myself to about seven minutes per section, you know, six times 7:42 and then you know, Q and A. So fuzzy math gets to us to about an hour there. But before we launch in, just want to make a note, it is not 9:18 so I have to update that but these are, you know this, this presentation is going to contain forward looking statements and so anytime we're talking about roadmap that is definitely subject to change. So just like keep that in mind. Have to do my little legal piece here, the boring parts, but let's dive in. Anything I missed Kyle, or are ready to go?

I think we're ready.

Sweet. All right, so I'm going to first start with the product updates area and the product updates area is how you all get information on product changes and how you all access betas. As we've continued to grow at HubSpot, we've continued to launch more functionality. What we continue to hear from customers is like, holy cow. We love how much you all are changing the product, but keeping up with all of the change is really difficult and sometimes you all are launching things before my users are ready for it. So please help us sort of get ahead of that, help us get into the betas, help us learn about the functionality so we can educate our team so we can make the best use of HubSpot. So that's sort of the problem we're trying to solve for you all. In this space and this last year we've done a ton. So one of the first things we did, if you remember, sort of I think it was a year, must have been a year and a half I guess like yeah, this time last year we had just a running update. It looked like sort of a newsfeed of the changes. And just for some information for you all, we are shipping about a thousand updates per year. And so if you can imagine trying to digest just a news feed of like a thousand things, it was just chaotic and we were like okay, well this, this isn't going to scale and we need a way to better lay out that information so that you all can get to the updates that are the most sort of important and relevant for you. So we sort of redid that page, tried to play around with the information architecture, the information density. That way you all can really understand what's changing and upcoming with the product. As part of that we started to introduce things like a new to you tab scheduled for release. So when we're communicating out this change is going to go live on this date. That way you can know like hey, this like high impact change is going to happen on this date. I should read on of like what you've missed since last time you came to this tab. This is not a heavily used testing environment by me, so I only have one recommended product update. But you should have quite a bit more because we're sort of looking at the features that you use within your account and we're saying hey, based on that feature usage, this is one that you should pay attention to. And then if you go to scheduled for release, you'll see either a calendar view or you can switch into list view and it will tell you hey, these are the changes that are going live today, next day, whatever, whatever. And again the idea is that you can sort of go in here and like let's say you wanted to really pay attention to high impact changes so that you can like not have your, you know, like let's say sales team. I feel like sales teams are always the ones that are most impacted by unaccounted for changes. You can go in here and say like hey, this changed to the sales mobile experience. I really want to get my sales reps, you know, enabled on this before it goes live. So yeah, this is this, this page has been going through a ton of updates in the last year and we've invested a ton in just trying to make up, make it so that you all are getting to the most critical information that way you can sort of digest it, take advantage of it, get enrolled in betas, et cetera. So that is one I'll scan quickly. The other thing that we did within the rollout space is we introduced something called the slow rollout track, which is we know some of you out there are, you know, working with like big teams. I'm just going to continue to use sales teams and I'm sorry for any salespeople on on the call here. Sales teams tend to be a bit more sensitive to change is what we found. And when you're like working with a sales team that is quite sensitive to that change, many customers want the max possible time to sort of react and prepare. And so we introduced this thing sort of like, hey, can you put us at the max possible end of like a rollout? So we often do like sort of continuous rollouts of a new change over like a multi week period. So this is sort of like the slow rollout track. If you want to give yourself the max possible time to prepare for it, that is something that you can go into your account and update out. I want to note that I believe that that one is packaged into enterprise. So just flagging that for all of you who aren't on enterprise, the other thing we did and I'll hop into the app and show you where you can configure. This is a product updates weekly digest where customers are like hey, product updates page. Love all the updates that you made but like I can't within my workflow always remember to like navigate to that top level thing into the product updates. Can you like meet me where I am working in order to like get me this information? And so our first iteration of that was like just like a week like weekly digest of this. So if you want to get there, you can get there from. If you're in the product updates page you can go to manage release settings. And within that you'll see both the gradual releases, which I'm calling the slow rollout track or the weekly updates. And so you can just go turn on the email notification or turn it off. So yep, that is the. Those are some of the bigger sort of highlights within the product update space that we made changes that we're planning for 2025, we're planning on expanding communication channels. So as I sort of just mentioned, what we continue to hear is it's really hard to like navigate back to that page and keep up with the changes. So we want to continue to try to meet you all where you're working. And one of the most obvious ways to do that is giving some way of showing you in the tool that you're using that that tool has a beta that that tool has a change coming up. Obviously like the risk of that is just sort of like you know those tools, there's like wizard pop ups and like buttons and dots everywhere and you're like I just want to use the tool like stop like interrupting me. So what's the way that we can grab your attention or you know where to look if you're curious if there's an update or a change coming. So sort of lightweight ways of grabbing attention when there's like an active beta or a change coming. That's, that's what we're trying to think about there and expanding the ways we like get this information to you all. Additionally, we are going to continue to try to push on how we curate the updates. I know I flexed and thank you for like giving me a lightweight tease on flexing on the thousand updates. I bet that we're closer to the 14 to 1500 updates next year based at the pace at which we're moving. And so trying to continue to help you all focus on the most critical updates is one of the. Yeah, I love that idea of interrupts maybe just for super admins or some sort of setting there getting some way to like make it so that we're like curating based on other ways of cutting usage. Like right now we have like we're, we're cutting it with one slice of data but there's there other slices of data that we could kind of cut it with. Another thing that's sort of like an idea is like you all are interacting a lot on like community pages and like leaving feedback through different channels. Is there a way that we can connect our feedback channels that we like take information from you all and then return that back to you when a change comes from it. So like let's say you say hey, this product functionality is missing and a product manager like builds the tooling for it. Can we like connect the dots full circle there so we can like resurface it back in that product updates page and say hey here's this thing that you complained about and here's the update for it. So that sort of would be like a dream to be able to sort of go, go full circle with you. And the last one is like just more advanced. Notice that one continues to be one that we hear a lot, especially from like our upmarket admins is like how do we make it less disruptive how do we get information more ahead of time? How can we continue to, you know, especially for the high impact changes, just give you all more time to prepare is what that sort of translates back to. I'm going to say potentially a batch release process that gives you a little bit more consistency on when you need to prepare for changes. Like maybe every two weeks on a Monday or like, you know, monthly the first day of the month on a Monday or like the first Monday of a month. That's sort of what we're thinking there. Again, like that one is definitely not finalized. And so this is where I'm going to introduce one of the people who works on my team. Her name is Amna. Amna has covered this space now for going on a year and a half and definitely reach out to Amna if you have feedback, questions, thoughts. There's your email. I'm going to also love to chat with any of you about this space. She's extremely passionate about it and has been doing some really good work over the last year and a half here. So reach out to Amna if you have anything on the rollouts tool and any big questions that I should talk about. Talk to now before jumping into user management. Let's see, we got Q and A. It looks like the permissions changed on the file so I was putting the links in the chat but just. Heads up, Jake. Oh, weird.

I wonder why it has the, the internal tag on it label. Yep, there you go.

Wow. Okay, let me try this again.

Well, more than HubSpot.

Oh, did I not do it?

There we go.

All right, we got there.

Now try it. Access management in action.

Seriously? All right, there's the presentation. All right, let's get into user management. I think we're at the seven minute mark, so I gotta keep flying here. So user management, there's sort of two parts here. It's one like getting teammates in and activated on HubSpot and then the second one is you all are coming to us with sort of opinionated organizational structures. And those organizational structures impact a ton, right? Like how do you permission these people? How do you want reporting to work? What sort of record views should these people have? There's a ton in the sort of organizational mapping and impact tool experience problem space that we've been unpacking and have a bunch more coming. So that's sort of user management and how we think about it at the top level. When we started this year, one of the biggest issues that we were hitting is that like when you all had like employees that left A team, for whatever reason, it's already a painful process, right? Like this person's gone. They, you know, their work needs to be picked up by other people. And what we saw is that the deactivation experience was just totally broken. And so we set out to basically improve that. And so if you go into the product updates area, we, we are sad to see them go. We wanted to just make that total experience way, way better. And so right now these are the sort of the four changes that we made. People were getting confused about like, what is the difference between deactivation and removal? And which was like the pace I should do those at. We're like, okay, deactivation is where you should start. Because that's, you know, if you deactivate a user, they don't have access to their account anymore, which is sort of the first step. But then the second step is like reassignment of assets, reassignment of things. And so like deactivation is first and then removal is second. So we were a bit more opinionated about ordering. There's to sort of improve the user experience. The other problem was that there was a bunch of tool experiences that were impacted by the fact that deactivation, deactivated users would often have their seats unassigned to them. Right? Because like you want to use the seat to another user. And so to fix that problem, we did something very obvious. Seats don't count on deactivated users towards your seat totals. Duh. Like, of course we need to fix that. And then deactivated users continue to remain visible in our sales forecasting. That was like one of the biggest we heard. And then just sort of a new UX in terms of helping you all like take care of the core task of like, hey, this sales are up left, this, the service rep left. You know, they have these active deals, they have these active like tickets, like let's get those reassigned and make sure that the flywheel keeps, keeps going there. So just sort of demoing that within like sort of your user management page. If you go in here and you just go actions, deactivate user. Really simple, one click and done. And on that page you have immediate sort of calls to action on, you know, bulk reassigning or viewing their active contacts, active deals, or whatever sort of assets and records are available to them. And then if you do, if you're someone that wants to go through to full removal, you just go actions and remove that user from their account. But that's sort of the new experience there. And we're trying to give you just a much more needed flow as you move through user deactivation. And if you need to get a view of all your deactivated users, you can just review those users right here very easily. One click and again, sort of like what we tried to do is then go and update a few of the tool experiences. So sales forecast was the biggest one you all were telling us. So we made it so that sales forecasts still takes into account, like active deals on deactivated users. Another sort of big update, and I'm not going to spend time demoing this one because it's massive, is that we've been slowly turning users into CRM objects. And we're doing that for a ton of different reasons. One is like, operationalizing repetitive tasks such as like onboarding or sending out reminders to users that they need to like reconnect their calendar. Also, we, you know, there's a huge opportunity here about like reporting on users just generally like, how do you map your custom business logic into the CRM? Here's a really easy example. You are real estate and your users are real estate agents. So every time they send out communication, they need to include an MLS id. There wasn't an easy way to have like a property that was MLSID on a user and then have that included in every marketing email that's set out or every type of email I send out. So there is custom user. There is custom user properties, actually. So if you go into. I should show it really quick. So yeah, if you go into the users page and you go over to Preferences, you can see custom user properties. I have one here, probably called something silly. Yep. Yeah, example property. But if you just go into your properties page, you can go to users and create custom user properties and then you can continue to build workflows and reports based on those as well. We did a ton there this year on user objects. I think there's still a ton more we can do. We had a recent session from Chris Grant from Babelquest on the total opportunity of user objects. I linked that there. If this is something that you've been thinking about or thinking about how to extend your usage of the HubSpot customer platform, check out that session because it will give you a little bit of inspiration about how to start using the user object. So, yeah, that was a huge, huge milestone for us that we hit about middle of the year and there's still a ton of meat on the bone in my opinion there Another sort of small one I'll mention, and this is probably only relevant to people in specific circumstances. But we continue to hear that during like rebrands and acquisitions, like changing user email domains is quite painful, you know, transparently. It's quite hard to do this change because if we allow an admin to just change a user's email domain, you can get into like sort of user account take. There's like security concerns is the best way to say it, but we recently shipped an update so that we can make it a little bit easier to manage a rebrand and like roll out like a new like domain change for you know, the, the users on your HubSpot account. Some additional upcoming changes within this space. As I said, we continue to need to get better at supporting more complex team structures. We've done a ton within a CRM this year on supporting like multinational teams. So you know, teams that operate across different time zones, different regions, different languages, different currencies. One of the problems that we still haven't addressed well yet is the time zone problem. What we know today is that time is inconsistently set up within, within the HubSpot account for users. Sometimes it's a global time, sometimes it's bit based on your device. And those different user experiences are quite confusing and those different implementations are quite confusing. And that forces the end users, your flywheel teams, you all to just have to do a bunch of mental calculus like what time am I sending this email at? I have no idea. Is this using the global time zone or a device time zone? And you all are just confused. And so we have a user based time zone that we rolled out for working hour calculations as part of some service hub updates. And what we're trying to do now is take that user time zone and where possible display user based time. It's not possible to do everywhere because sometimes we're doing a lot of like heavy back end calculations and those have to be in sort of some global time. And so we're not able to do a user based time. What we're trying to do is make it really clear what time that is being displayed in and maybe even give some lightweight calculation of that. So we're trying to get it closer to sort of like how other apps update for you, for example, you're traveling and your device time zone updates and then your Google Calendar just like auto updates. Like we're trying to get closer to that sort of experience within the HubSpot app. And the whole goal is supporting you all who have a large employee base working at a more global stage. The other one, and this one has Been something I've been pushing on for a while and I'm really excited for us getting to the point where we can actually start delivering it is how do we handle more complicated matrix organizations where users and teams aren't vertical. There was a bunch of decisions made about how HubSpot's users and permission structure works, that everything is very linear. You can sort of see it in like the way permissions are assigned to. And I'll get to an update there where it's like, you know, these contacts, these things are owned by this user and this user rolls into this team and this team rolls into this hire. It's like very, very vertical, but in a lot of situations, like that's just not how it works. You have these like people in these teams who will cover different areas based on need. You know, have this like specialized sales team or the specialized support team or, or one of the examples is you have a few members of your sales team who are specific to a market but then helping you extend into another market. And so they're situationally working in two different teams and you need all of your reporting, notification and record view experiences to take that into account. So users on multiple teams is something we've been hearing a lot and we're starting to work towards actually fixing that problem. So I'm really excited to just start to build a bit more power into our tooling there to help better reflect your all's organizational structure features in our tools. The other one is that we really care about getting your teammates in and activated and helping you have tooling that really facilitates that. And so what we do now is like sort of nothing. Like we just, hey, invite a user and like, good luck, they're going to get this like, you know, generic email invite. You know, you're going to have to do like sort of manual onboarding. And so how can we like operationalize some of those tasks for you and maybe make it a bit more custom? So customized user email invites, maybe sending invites through Slack. That is a typo there, apologies. But send an invite through Slack rather than through email because we know that a lot of people are slow or even, or miss, you know, a lot of the sort of automated email stuff. We want to start showing like very actionable reports where we say, hey, you know, you've, you've had this set of users who haven't accepted their invite or haven't gotten through the initial stages of onboarding. Like, would you like to take some action? We're trying to allow you all to do more upfront front setup as well and maybe even do like custom onboarding and task assignment. Like if the thing you want your, your reps to do is like log in, connect their calendar, connect their meeting link, start setting up their sequence. Like, how can we make it so that you can sort of customize the task list and onboarding like list and maybe make that role specific. That way you all can sort of get in, set that up and then it just becomes adding the people and you don't have to do these very like manual onboarding flows for your end users and we really help you get your teammates activated and leveraging HubSpot in a very deep and meaningful way. So a lot going on there that I'm really excited about and I hope you all are too. So Liz is the product manager who covers this area. This is Liz's email and she would love to connect with you all about the user management and some of the updates that we have made and what we have coming in in 2025. Reach out to Liz if anything there interests you, you have feedback, thoughts, want to share your perspective? Yeah, Liz would love to chat. I'm going to hop on to Permissions now and I'm just going to circle back on questions at the end just because I'm in a little bit of a groove. So Permissions has been a space that we have done a ton on the last few years. We know that it's really like critical for a number of reasons, whether that's just keeping people isolated to like swim lanes. That way they're not like stepping on each other's toes to like, sometimes you have, you know, competitive situations or data privacy reasons, like you just want to be good citizens about how you like, expose customer data, that you keep your teammates really isolated to the data and tools that they need access to to do their jobs and not more than that. So we have been adding a ton, a ton here. I think one of the biggest updates that I'll start with is sensitive data. If you haven't seen sensitive data, it's been a huge update around helping customers who operate in finance, insurance, health care. I'm actually going to remove the HIPAA thing because we recently did. We have a beta going on for like highly sensitive data. And I'll demo that in a second where you can start storing this data within HubSpot. So there's a marketing webpage and a knowledge base where you can read a little bit more about that. But if you actually want to go turn that on or start looking at it within Your account. Where you go is the privacy and consent area. And then you'll see here sensitive data. And you can go in and configure the settings. So these are the settings that I have on and how that shows up. Here's just a quick example. If you wanted to go through and create a new property, I'll just go and create example property, random group, field type, single line. And then you can see that you can turn this sensitive or this property into a sensitive data property or a highly sensitive data property. And you can do configurations that then change a lot of the experience of how that property information is captured, how it's stored, how it's been accessed by the users within your account. So if you operate one of those industries or you have data that you want to treat as more sensitive data, take a look at that knowledge base. It was one of our biggest updates this year. Really, really cool stuff that went on this year there for permissions. The other one was activity permissions. And for a long time, the way to read this one is for a long time we operated with the. With the point of view that if a person had access to a CRM record, they got access to all the data within that CRM record. In this case, like, you know, let's say Kyle and I are two different people that are have two different roles. Kyle's on, you know, customer support, I'm on sales, and we're both accessing this contact record. The point of view has always been that like Kyle and I can see both pieces of information. All the information on that CRM record, the feedback that we continue to hear is like situationally. No, like, let's say I'm working on a renewal with that customer and it contains some sort of sensitive information back and forth that we want to sort of restrict. It's important for Kyle not to be able to view that. That renewal conversation. And so restricting that, that communication is something that customers like sort of want to do. So we added a bunch here and those can be seen and configured within the permission panel. And so I'll just sort of show where that is. So if I go to users and teams and I go in and I edit someone's permissions, actually that's the way. Oh, it's my deactivated user. I gotta reactivate them. One second. All right, so I'm going to go to this person, I'm going to go edit permissions and then you'll see these new ones here. So you can see CRM emails, view, edit, delete, meetings, calls, Notes. These are all activity permissions launched this year that will impact the communication and data that's shown within the activity timeline. If you're someone that needs to restrict that. The other big permission piece that we launched was the Share CRM records. So as I mentioned before, when I was talking about more complicated matrix orgs, HubSpot sort of designed their permission system originally about this very vertical sort of like, you know, sales rep gets assigned a contact, that contact belongs to them. Everyone on the team is on that, only on that team. And then everything sort of like ladders up. It's not often how it works. There's different people with different roles who need access to the same set of CRM data. And so what we've done is broken our permission model and made it so that with this functionality, you can specify exactly which users and teams you want access to, which CRM records. And it's called Share CRM Records. But really what we're doing is on a property, on the record, saying, give us the teams that you want access, give us the users that want access. And so it's sort of breaking the model of like, ownership and access being combined and saying, like, just tell us who you want access to these records and define it within these properties. And so you can see how you assign access very visually from. If you just go to a contacts page and you go, let's just select these, like, five, six contacts and you go share. And then you can say, okay, these are the teams that I want access to it, or these are the users that I want access to it. Where this gets even more powerful is the fact that we can actually do this not just from the place that I just showed, but from workflows or an API like that's. That really allows you to be quite, quite interesting, quite powerful with how you manage record access. So you could start to do things like, you know, contact comes in from North America, share contact with North America sales team. And so you don't have to always flow through owners in order to get to access. And so that sort of changes what you can do in terms of managing record access within HubSpot CRM. And so we've seen a lot of things that were previously very hard become very easy with this update. So that was one of the big ones this year is also live. Those are sort of the three big ones within permissions. What we have coming on in 2025 is starting to look at additional actions with permissions. So we are going to introduce a create and merge action on contacts companies Deals, tickets and custom objects. And so it's splitting that. That action is today folded in with the edit action. But what we continue to hear is like we need more granular actions, we need more granular permissions. Where we should be in a beta, I believe for create, in Q1, maybe merge as well. But that one is one that I'm really excited for because it's just continued to be a hot button topic for admins. The other one, and this is a sort of call to action for anyone here who's sort of nerding out on permissions and has strong points of view. We're evaluating doing different or adopting new permission models. So this one is called conditional permissions and it's a way to specify like when a user can get access to some piece of data. So you can imagine like you want. So an example I was using before, sales reps get this sales rep gets access to contacts when they meet the criteria of being in North America. Another way could be, you know, we want sales reps to get this, this sales rep to get access to this CRM record when it's in North America and the deal is not closed because we want to like stop editing on the deal after the deal is closed and we want to turn it into like a view only status. So there's some really interesting things there that we could do with conditional CRM permissions that I think would unlock both a little bit more power, maybe a little bit more like ease of comprehension set up with in terms of how the permissions are configured. This one is like very much still an investigation. So if there's things that we talked about here that I mentioned that you're like, oh, that's really interesting, that could really help simplify or change how I. I'm doing permission configuration. Take a look at that. This sort of ran up over here. We're doing a ton of internal platform changes to how permissions are done. So this is just sort of peek behind the curtain. We're trying to make it so that anytime new features are built, new things are changed. At HubSpot, they just start with a permission and that permission checks are more consistently enforced across the platform. We make a pretty good effort at that. But there are just some like, you know, again, trying to be as transparent with you all as possible. I love you all admins. There's some inconsistencies there and so we're just trying to like bring a lot more power and consistency to how we do permissions on our platform. There's a ton of other small updates. I'll let you all read that in your time. Amanda is our PM over there. Definitely reach out to Amanda. Amanda, if you saw anything here. Amanda would love to chat. But yeah, we have a lot going on in permissions, a lot more to come. And with that I'm going to hop over into CRM configuration. Within CRM configuration, this is all about how you all map your business into HubSpot CRM to like accelerate growth and success. And so an example would be, you know, if you're trying to figure out like, are you taking the best advantage of HubSpot and all the objects and all the connections and all the properties and you want like inspiration for how you can maybe think about changing your CRM like setup. We're introducing things like data templates. And so a data template would be like, you know, I'm from real estate, this is the sort of objects I should be configuring. These are the associations they should have. These are the properties they should have. So you can access this area where you can see both the data templates in a new area as well, called limit tracking. From within data management. If you go into data model, you have this great data model overview tab where you can see what objects you have, the connections between them, how many records you have, you can open it up and if you haven't used this, it's really, really cool. You can see the properties that you have on those. And so there's a ton of really interesting data in here on how your CRM is set up. And then if you want to look at the data model templates, they're right within here. So again, we're just trying to make it really straightforward, leverage the fact that we have so many customers and give, give those insights to you all. So you can see sort of recommendations on properties, recommendations on like, you know, anything like that, associations, anything like that. So that's sort of what we're trying to do is just be a little bit more opinionated, give you a little bit more data about like CRM setup and management. And where we're ultimately building towards is creating a space for you all. Like right now I don't know what to call it other than like this settings area can be hell. It's quite, it's quite, there's quite a lot going on. And so we are trying to figure out like, how do we surface the most critical tasks for you all to complete. And so right, right here you're looking at this like sort of space where we want to bring you all and say like, this is what we're seeing in your CRM, right? Like these are the things that, you know, these things became not these integrations, you know, stop being connected. These users had their calendars disconnected. These properties are unused. You want to like delete those properties to take some, some CRM storage back. We're trying to help you all understand what's going on in your CRM and help you take action and streamline the most common tasks. And we're trying to do that in a very opinionated way. So how do we make the tasks really easy to accomplish that are the most common tasks? And how do we guide you to really clear insights and action? This is a newer space for us that we're just getting into. So if you're someone who's like, I am just trying to always look at my CRM understanding best practices. I'm trying to pay attention to CRM health. I'm trying to learn what are the best practices in the industry. Reach out to Harker. Harker is definitely gonna love talking to any one of you all about CRM configuration, what you all like want, what you all need. Harker would love to get some opinions on like the data that we're showing and get some insights there. So Harker, that's how you reach out to Harker. There's Harker's scheduler and email address there. So looks like I got about 20 minutes. So I'm going to go through the last two here. The last two are multi account management and this one is for when customers require separate CRMs, separate HubSpot accounts, which is often because they have different lines of business in flywheel teams that dictate, you know, very separate processes. They want a high degree of separation. We have a lot of customers that have that today. Don't know if anyone is, I don't know if anyone is sort of fits into that bucket. But we want to make it easier for those customers that go down this path of configuring different HubSpot to make that really easy to sort of sync critical data back and forth to optimize core tasks. An example would be like, let's say you're a marketer that is running out rolling out a cross multi business line campaign. How do you make it so that you can quickly copy all the forms and the emails and et cetera from that? So this is called, you know, cross account asset copying and you can access that from within settings in this multi account area and you can start to copy assets from one account to another to quickly sort of rebuild those different campaign assets. Another use case that we are solving for is if you have complementary brands, complementary product lines and you've decided to go to this multi account setup. Oftentimes sales reps need to understand what's going on in that other brand need to understand what's going on in that other line of business because they're looking for this cross sell opportunity. They need to know what is the context, purchase history, which reps are they interacting with on this other line of business. So what we're trying to do is figure out a way to contextually show that this contact belongs to this other line of business and here's some critical information on them. So we're doing a little bit in multi account now and then next year we're doing a whole heck of a lot. And so if it's something that is interest to you, I'm not going to get into the roadmap because it's a bit more of a nuanced conversation. But go reach out to Mark Miller. Mark Miller is another person that works on my team and Mark would love to chat about this multi org multi account setup space and then the last one I have here is forgot to edit this data migrations so I think it was 2021 that we launched the north or the EU data center. When we launched it we have a ton of customers that are on our North America data center. We now have a 100% self service tool that allows you to move your account from the US to the EU data center. So if you're a EU customer your data still in the US we know that there's a bunch of data privacy reasons why you need that in the eu. Go check out this tool. It's entirely self service. It's really easy. We run migrations on the weekends. We're trying to be minimally disrupted to your business. We continue to try to make it so that there aren't many post migration steps. It's we've migrated now hundreds and hundreds of customers and again it's a fully self service process. Yeah I would definitely recommend here I'll show you all where you go. So if you're in your account defaults area, if you go to the data hosting page we have a bunch of like guidelines impact to what features, what to do after the migration. All you do is select the data center that you're migrating to and then you can see the available dates where you unfortunately you can't choose a specific time but we're usually running migrations starting Friday night, like midnight EU time and it will wrap up by Sunday. So hypothetically, the users that are within your account shouldn't be impacted. And if you go look at the impact to the tools, what you'll see is like, you know, we're not really changing any of the external facing content. So your website pages, your forms, all that stuff will continue to operate as normal through the migration. It's just access to your HubSpot account that becomes the piece of that, that you're like sales reps and your flywheel teams can't access. But again, we're trying to do that just over the weekend and we'll continue to make that migration window shorter and shorter. I am the PM there. You have my email and meeting scheduler, so feel free to book with me, connect me on LinkedIn. There's my email. That is my rapid run through of what access management, what we did in this space in 2024. It's at the end of the year, so I need to get my dates right and then what we were planning for 2025. I'm going to just pause here and do the rest as questions.

Yeah, yeah, that was great. Lots of, lots of warm, friendly sentiments in the, in the chat there. We're going to move over to Q and A now. So if you asked a question in the chat or if you have a question you would like to ask and haven't put it in the Q and A yet, click that Q and A button at the bottom of the screen, look through the 45 questions that are now in there. Upvote the ones you want. We will work most upvoted to least upvote. We'll get, get as far as we can in 14 minutes we have left. While they're doing that, Jake, I have a question. This is kind of nitty gritty technical details, but when the share record functionality came about, the thing that was so remarkable to me about it is that it has a user field where you can multi select users and it has a teams field that is editable, which are two things we've never seen in HubSpot before, as far as I know. Is there any chance like custom properties could, could have these attributes in the future or, or just the standard owner properties Good.

So properties question. But no, no, you're, you're good. So I know that there is work to make the owner's field multi select and I know that there is. They're evaluating multi select user and team owner custom fields as Well, I don't know the status of that, Kyle. I think we should reach out to Rachel and get her latest there. So I think let's talk to Rachel. I don't want to answer that question and get over my skis here, but I've definitely heard it.

That's totally fine. It just architecturally sharing records, I don't know because it is a property. I was just amazed. I have no idea how you guys were able to do that. It felt like a miracle to movie when I saw it.

So I'm glad it was helpful. Yeah.

All right, well, heading over to the Q A now, I'm going to sort it. As I said, most upvoted, at least upvoted. I'll be sure to refresh it in between questions here. But up at the top with 15 upvotes, Christy asks, after user deactivation, it would be great to know what workflows are currently using their user ID either for internal notifications or assignments. So it can be switched. Switched out to a new user. Not a question really, but an insight.

The insight is super helpful. I'll make sure I pass it on to Liz. Yeah, I think we, we can continue to do more there on deactivated users. Yeah, I see the point. Right. Because like if you've gone through the workflow and you've said, I want to fit Mitzvah's criteria, assign this user, or you're referencing a user in some sort of other automation, like sending out an automated email, you want to go and clean, clean that all up. So totally understand the use case.

Especially if people are using workflows to share records. If that's just a user hard coded in there and that could be a hard thing to find and untangle.

Yeah. Okay. All right. Yeah, I think I've heard that one also for like the meeting, like active meeting scheduler, like are there active meeting links still floating around for this person?

Yeah.

Yeah. Okay.

Thank you for that feedback, Meredith. On access management note, when multiple managers need insight across teams, what is the workaround for a user? Only being a primary team member of one team. This is my biggest obstacle. The team setup is very siloed, which doesn't work for my small nonprofit.

Let me just read this question one more time. Yeah. Is it at the top?

If you sort it by most upvoted, it's at the top or near the top.

Meredith McVadden, 11:15am when multiple managers need insight across teams. And so I imagine, Meredith, that this is a. I can't quite go back and forth between The Q and A and Slack quickly. It sounds like this is an access question. How do I get these managers insight into those different teams? And I think that the best solution for that is probably the share, the share record functionality that we were just talking about where you can just say like these people are managers and these, they need access to these records. And so you'd probably want to do that within like some sort of like automation or workflow is where my mind goes. I don't know what tier you're on. But the other thing that you could do is that is solved with like the organized teams where you can have like different levels of teams where you have like two teams underneath this other team that the manager is on. And the way it works is a parent team has access to everything the child teams do. And so if these two teams are underneath this parent team, then they'll get access. But that's an enterprise feature. So I don't know if that. Otherwise the share functionality should. Meredith added a little context in the chat. She said beyond insight, I want managers to be included in workflows, routing, et cetera. Yeah. Okay, so then that Meredith is going to map to this problem that I was talking about here in terms of users on multiple teams. And so in this example, the manager is working across multiple, multiple teams. And so we want to be able to say like manager Jake is on team one and team two and gets full access to everything on that team. So if they work a deal for this team, that deal needs to work roll up into this. That, that team, if they're on this team, they can get notifications. If they're on that team, they need to be included in routing and assignment. So that is a great one, Meredith to reach out to Liz on. But we are in the process of like kicking off work in my opinion. Again, this is peek behind the curtain in terms of where my head's at. I don't like the main and extra team concept. And so I think I want to push us to the world of where if a user is on a team, they're on a team. Right. And the only difference between main team and extra team is like the main team is like your default team. So if we need to load a page or do some first action, that's like your default team. Because extra team only serves the purpose of granting additional data and started to get like a little bit more in the weeds. And if you think about the connection of that to the shared team, the share records functionality, we sort of made that functionality obsolete by Allowing you to customize exactly which users and teams you can access records. And so over the long haul, I think what I want to move towards is like, there's just one concept of like team and you get access to it, but then users need a default team so we know what like, first experience to load. So that's my like, way, like way, way too much answer for your question, Meredith, but that's how I'm thinking about it.

Great. Jesse asks, this may be a little off topic, but has there been any conversation about adding the ability to remove objects, features, et cetera, from the navigation? There are feature objects that we do not use and having them visible to our portal users causes confusion.

Yeah. Yes, a hundred percent. We are actively looking at how we want to do that. We. Based on how permissions works and how the navigation is set up with permissions. It's unfortunately hard to be my answer. I, I hear the feedback like, you know, if Jake, the sales rep I think we've talked about, like, I've sort of referenced this. Like, we know that sales reps, they would just like want to get in and start prospecting and like calling people, like doing this. And so like when they come in, especially when we launch this new app navigation, it was like, holy heck, there's so much HubSpot. I just want them to be here within the prospecting workspace. I want them to have maybe a few things, like a few reports, their meeting schedule, a coaching plate, like, and I just want to like take those like six things and make that their navigation and then sort of hide everything else. Agreed. I don't know when we're going to do something there, but it is a piece of feedback that I imagine we will action on within the next six to 12 months. Going to reference the disclaimer that I put at the beginning. Can't hold me to that. But I know it is a problem and I agree with it and I hope that we do do something in the near future. Amazing. Yeah.

So, yes, if I had to guess, I would say this is one of the top five random complaints people drop on me at Inbound every year. They just grab me by the shoulder and they're like, kyle, we need to turn off, you know, tickets or whatever and just like, I don't know what you want me to do about it. But they.

Yeah, yeah. So that one is either me or you can reach out to Liz if you're, if you're like this one is. If you're on this, you're like, I need this, like Book some time with Liz, book some time with Amanda, get that feedback in the way. You know, I'm going to just sort of try to peek behind the curtain for how we at HubSpot, we were like very passionate about like you, all your pain and trying to solve it. So when you get on the phone and you just like, let our product managers know that like, this is really impacting your experience, we take that energy and we literally pass it to our engineering teams and we're like, we need to solve this problem. So like getting on the phone, like raising it, like, we're trying to just like listen and capture that pain and then pass it to our engineering team. So if you want to talk about that more, if you want to talk about the implementation, we've talked about a few different implementation methods. But yeah, feel free to reach out to me. Feel free. Reach out to Liz or Amanda on that one. But yeah, I totally hear it.

Amazing. We are coming up on time here. Some of these are just kind of quick bits of feedback. So Kim should like more Granular view, edit, delete permissions for forms and workflows, things like that. Peter, this sort of echoes something you already said. He would like new features to have port permissions upon launch. Like that's a thing Maggie asks. This is not necessarily. Well, this, this is a thing you could address, I guess. Is there any way or a plan to have a way to share a universal link to product updates? Example, all product updates are portal specific. And yet sometimes I want to share an update outside my org, like in the sprocketeer community. And yet I can't because links are portal specific. Maggie, just a quick tip. If you remove your portal ID from the URL and add/l/ like a lowercase l right after app.HubSpot.com so you have an app.HubSpot.com l whatever the rest of the URL minus your portal ideas, that will be a universally shareable link for.

Any page inside of HubSpot.

But Jake, if you want to address sharing product updates specifically.

Yeah, I just gave you an example 1. I threw it in the chat. So, like, if I click on this link, which I just built there really quick, it will take you here and then whatever user you send that to can just choose which account. I have way too many demo accounts. I'm going to just click into this one and then it will load like that. So yeah, absolutely. That's a quick little HubSpot hack for you all.

Okay, two minutes to go. I think we have time for one more question, Pascal asks is there a timeline available for field level permissions for lead properties? Currently all properties are available for everyone to view and edit, which is an issue especially in bigger orgs with lots.

Of SDRs or BDRs. No, but I know we need to add the permissions. That was a conversation that Amanda and I were having with the leads team very recently. I don't know the status, but email Amanda and Amanda will get you the latest and be able to take your feedback very directly. So I know we're working on it. I don't know the status. Great.

Well as I mentioned, we have a lot of questions in the Q and A. I'll export these out and share them with you Jake, so you and your team can know what questions admins have. But thanks so much for being here, really appreciate you going over so much stuff and giving so much access to PM admins. I hope you, you grab the deck.

And and are are going to take.

Advantage of this because this is a level of. I was going to say a level of access we've never had before. I don't know if that's a pun, it wasn't meant to be. But anyway, Jake, thanks so much for being here. Any last thoughts you wanted to share before we shut it down?

No, I mean I love. Like I said, HubSpot admins are sort of what makes us work here at HubSpot. You all do all of the enablement of your flywheel teams keep the HubSpot accounts running. So like I've shared, we want to connect with you, we want to learn from you, we want to understand your experience using HubSpot. So please don't hesitate to reach out. Yeah, hope everyone enjoys the holiday season and I appreciate you all having me on.

Yeah, amazing. Thanks so much for making the time. Jack, Jake, sorry, that was weird and we'll see you all hopefully back next week. Have a great Tuesday.

Thanks Jay. Bye everybody.