Recommendations and the decision log

A review ends with recommendations: the next steps you propose to a client, each with a priority and, often, good, better and best options. The decision log keeps every recommendation you have made to a client across all their reviews, with what the client decided, who decided it and what happened since. The Decision log block (in the Strategy & roadmap group) and the Since last review block (in the Executive group) can show what was decided in the next review for that client. Their Which decisions setting chooses between Since the last review and Everything still open; regenerate the block after you change it, as Editing a review explains. Owners, reviewers and administrators record decisions; the client can also decide on the published page.

Before you start. The QBR Reporting module must be on and your role must be Administrator, Service Desk Manager or Customer Success. Only the owner of a review, its reviewers and administrators can record decisions on its recommendations; for anyone else the screen says so. Creating a HaloPSA opportunity needs an opportunity type on the Halo items tab of QBR settings. A ticket uses the type and team chosen there, or your Customer Success ticket type and team.

How recommendations get into the log

A review shows recommendations in a Recommendations block, from the Strategy & roadmap group of blocks. The AI drafts each recommendation: a title, what it is, why it matters, a priority, a time horizon and, where it helps, good, better and best options. It never prices the options. You enter the costs yourself, as described below.

A recommendation joins the log when its review is approved or published. It also joins when you record a decision on it before that: the first action on a recommendation that is not in the log yet adds it. If you remove a recommendation from a review and nobody has decided on it, it is marked Superseded the next time that review is approved or published.

Statuses

Proposed, Accepted, Deferred and In progress count as open: they are what the next review has to pick up.

Record decisions inside a review

Open a review and select the Decisions tab in the workspace. It has two lists.

• This review shows the recommendations in this review's deck.
• Still open from earlier reviews shows the client's open recommendations from earlier reviews, so you can follow them up in the same meeting.

Each card shows the title, its status, the priority and horizon, the options with their costs (or not priced), who decided and when, whether the decision came from the client page, the note and any HaloPSA ticket. A recommendation that is not in the log yet says so.

1. On a card, select the decision. The buttons depend on the status: from Proposed you can accept, defer or decline; from Deferred, accept, decline or reopen; from Accepted, mark it in progress or completed, or reopen it; from In progress, mark it completed or reopen it; from Completed or Declined, reopen it.
2. When you accept a recommendation that has several options, choose one under Which option.
3. Add a note if you want to, for example Agreed in the meeting; start in January.
4. Select the button that starts Record: and ends with the decision, such as Record: Accepted.

On the same card, Edit lets you change the wording, the options and the costs, and Show selects the block on its slide. The same actions are on the recommendation cards on the slide itself and while you present, behind the Decide button, which reads Manage once the recommendation is accepted, declined, in progress or completed; see Presenting and exporting a review. The tab says why when you cannot record decisions, for example because the review is archived.

Qubit can record a decision for you too, after you approve it; see QBR Studio.

Use the decision log

Select Decisions in the QBR Studio sub-navigation to open the decision log at /qbr/decisions. The icon at the end of a row on the Home page opens the log for that client, showing only open recommendations.

1. Under Client, search and select a client. The page lists every recommendation made to that client, open ones first and then by priority, and says how many there are and how many are open.
2. Filter by status with the buttons above the list: All, Open, and one button for each status that has recommendations, each with a count.
3. Read each card. It shows the status, the priority and horizon, the review that proposed it (select it to open that review), the last review that showed it, the description, Why it matters, the options with their costs (or No price yet) and Chosen on the option the client picked. The decision line says what was decided, by whom, whether it was recorded by the client or by your team, and when. A HaloPSA ticket or opportunity linked to the recommendation appears as a link that opens it in HaloPSA.
4. Select New QBR for this client to start a review for the same client.

Record a decision in the log

1. On a card, select Record decision.
2. Under Decision, choose Accept, Defer, Decline, In progress, Completed or Reopen. Reopening puts the recommendation back to proposed, so the next review asks again.
3. When you accept and the recommendation has options, choose one under Option chosen. If it has several, you must choose.
4. In Decided by, enter the client contact who decided in the meeting, or leave it empty to record yourself. Their e-mail is optional.
5. Add a Note if you want to.
6. Select Record decision.

A decision recorded here is marked as made by your team. Decisions made on the client page are marked as the client's own.

Price the options and edit a recommendation

Select Edit on a card in the log to open Edit recommendation.

The AI drafts options but never prices them; the costs are yours to fill in. Select Add an option to add one, and the remove button to delete one. Select Save changes.

The change is saved to the log and to the review that proposed it, so the slide and the client page show the same wording and prices, even when that review is already published. In the Decisions tab of a review, Edit opens a similar form with the fields Recommendation, What it is, Why it matters, Priority, When and Options and costs, and a Save to the decision log button.

Create a HaloPSA ticket or opportunity

Once a client has accepted a recommendation, you can raise the work in HaloPSA. Nothing is created unless you select the button, and each recommendation gets one item.

1. In the decision log, on an accepted or in-progress recommendation that has no HaloPSA item yet, select Create Halo ticket or Create opportunity.
2. Read the confirmation, which says which ticket type, team or opportunity type will be used, then select Create ticket or Create opportunity.
3. QBR Studio creates the item for the client with the recommendation, the chosen option and the decision note in its details. The card then shows a link such as Halo ticket #1234.

A ticket moves an accepted recommendation to In progress. An opportunity leaves it Accepted.

The ticket type, team, opportunity type, impact, urgency and whether to use the client's main site come from the Halo items tab of QBR settings. For a ticket with no type or team chosen there, QBR Studio falls back to your Customer Success ticket type and team. In the decision log, Create opportunity appears only when an opportunity type is chosen; Administrators and Service Desk Managers see a Set up opportunities link instead. On the Decisions tab of a review and on the recommendation cards (on the slide and while you present), both buttons are always shown for an accepted or in-progress recommendation. The Decisions tab asks you to confirm without listing the type and team, and a card creates the item as soon as you select the button. If no opportunity type is set, the message tells you to choose one in QBR settings. If a ticket type or a team still cannot be found, the screen asks you to set them in QBR settings.

When the client decides on the published page

When client decisions are allowed for a review, each open recommendation on the client page has Accept, Defer and Decline buttons; see Review, publish and share with the client. Those decisions are recorded as the client's own, with the name the client entered and, if given, their e-mail and note. By default the owner is e-mailed, at most once an hour for each recommendation. A client can decide only while a recommendation is Proposed or Deferred; after that, your team records any change.

Client decisions are allowed by default for new reviews. Change the default in QBR settings, or the choice for one review in Details, as Editing a review explains.

Related pages

• Review, publish and share with the client: the client page where clients decide.
• QBR settings: client decisions, e-mails and the Halo items tab.
• Editing a review: the Decisions tab, the Recommendations block and review details.
• QBR Studio: the Home page and Qubit chat.