Add a success objective

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create a success objective that represents the value of the products sold to the customer.

    Before you begin

    Role required: sn_acct_lc.customer_success_agent

    About this task

    A success objective represents that value of one or more products purchased by the customer. Objectives are defined for a specific period and are tied to an engagement. An objective can be broken down into several success outcomes that measure its achievement.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Objectives and select New.
    3. On the form, fill in the fields.
      Table 1. Success objective form
      Field Description
      Number System generated unique number for the onboarding case record.
      Account The account number of the enterprise customer associated with the account.
      Engagement Select the engagement record to which the objective is to be related. This is a required field.
      Objective owner The individual responsible for the objective from the provider side.
      Sponsor External contact responsible for the objective.
      Products The sold products that match the objective.
      Driver The driving category reason behind the objective.
      State State of the engagement record.
      • New
      • Define
      • In progress
      • Canceled
      • Closed
      Progress Current progress of this objective.
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this objective in comparison to others.
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Planned start Date on which the work for this objective is scheduled to start.
      Planned stop Date on which the work for this objective is scheduled to stop.
      Title Enter a title for this objective. This is a required field.
      Watch list Select the users who should be notified of any updates to the objective.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this objective. This is a required field.
      Work notes Any internal notes regarding this objective.
    4. Select Save to create a success objective.

    What to do next

    Add one or more success outcomes to measure the achievement of this objective. See Add a primary success outcome.