Onboarding case and case tasks

The onboarding case is a central record that manages new customer account setup, activation, and subsequent updates like product additions, account modifications, and data maintenance.

By tracking each step of the onboarding and expansion process, customer success teams can guide customers through setup requirements and key milestones.

Customer success managers can use the onboarding case record to:

• Outline the specific tasks and milestones in the customer onboarding process.
• Track progress and record the completion of critical activities.
• Trigger key events during the onboarding phase.
• Help transition the account to the next stage in the customer success journey.
• Manage new products and services.

Onboarding case tasks are used to capture and track specific tasks associated with the customer account during each stage of the onboarding process. Customer success managers can track task progress across accounts and verify that important items haven’t been missed. See Create an account onboarding case for more details.