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Key Outcomes is the record of what the customer told you they need, taken from their own words on calls, and tracked against whether they have actually got there. It is the difference between “the trial is going well” and “they said they needed automated contract review before they could sign, and they have not touched it”.
Key Outcomes used to be a standalone report. It is now a tab on the account. See Trial Accounts.

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Where outcomes come from

Superhawk extracts them from call transcripts. When someone says “we need to get contract turnaround under two days” or “this has to work with our Salesforce setup”, that becomes a key outcome on the account, quoted and attributed. Because they are extracted rather than entered, they stay in the customer’s language. That matters — an outcome recorded as “integration requirements” loses the thing you actually need to deliver against.

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What each outcome carries

  • The outcome — what they said they need
  • Status — whether it has been reached, is in progress, or is untouched
  • Evidence — the quote it came from, and the call it was said on
  • Who said it — which stakeholder, and their role

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Using it

Before a call. Scan for untouched outcomes. Those are your agenda. Before a renewal or a close. An account with unmet outcomes that nobody has revisited is at risk regardless of how healthy the usage looks. The customer remembers what they asked for. After a call. New outcomes appear automatically once the transcript is analysed. Check that what you heard is what got recorded.
An outcome that has been open across three consecutive calls is worth escalating. Either it is genuinely blocked, or it was never as important as it sounded. Both are worth knowing.