BetaTrack activation and product usage in the customer success workspace

Track how customers use specific products by defining activation and usage events in the customer success workspace. By combining custom events and setting frequency expectations, customer success managers can monitor feature adoption, identify usage declines, and prepare for business reviews with accurate, real-time data.

Configure product usage and activation tracking

Define which custom events count as activation or ongoing usage for a product. Each account is limited to 10 activation and/or usage events tracked per portal.

1. In your HubSpot account, click More, then navigate to Service > Customer Success. If More doesn't appear in your account, navigate to Service > Customer Success directly.
2. In the left menu, click Product Usage.
3. Click Usage or Activation, depending on what you're defining:
   • Activation: a one-time event that indicates a customer has started using a product or feature.
   • Usage: an ongoing event that tracks how frequently a customer engages with a product or feature.
4. in the Event name field, enter a name for the event.
5. Click the Product dropdown menu, and select the relevant product from the product library. 
   
   
6. Click Next: Pick Events.
7. Select the custom events, groupings, and expected frequency for this tracking event.
   • Click + Add event to add an additional event to the group. All events in the group have to occur for the criteria to be met.
   • Click + Add signal group to add another signal group. All events in either group have to occur for the criteria to be met.
8. Click Next: Review, and review the events.
9. Click Save.

Learn how to add the product usage and activation card to the Summary tab of the customer success workspace.