Create a touchpoint

Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

Before you begin

Role required: sn_acct_lc.customer_success_agent

About this task

During the lifecycle of an engagement, providers and customers may have frequent conversations, synchronization-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.

Procedure

1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
2. Navigate to Customer Success > All Engagements.
3. Open the engagement for which you want to add touchpoints.
4. Select Touchpoint from the drop-down list.
5. On the form, fill in the fields.

   Table 1. Touchpoint 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 touchpoint is related. This is a required field.
   Channel	The channel used for communication. This can be: Web Phone Email Chat Social Community Alert Virtual Agent
   Contact	The key customer contact for this touchpoint.
   Assigned to	The key internal team member handling this touchpoint.
   Squad	The team supporting this account for achieving both value and success.
   Category	The category associated with this touchpoint. This can be: General conversation Value and adoption Expansion opportunities Renewal support
   State	State of the touchpoint. This can be: New In progress Paused Canceled Closed
   Progress	Current progress of this touchpoint. This can be: Not Started On-Track At Risk Paused Completed Canceled
   Priority	Priority of this touchpoint in comparison to others. This can be: Critical High Medium Low Very Low
   Due date	Date by which the touchpoint should be completed.
   Product	The product to which this touchpoint is related. Select the check box to indicate if the touchpoint is related to a specific product that has been sold.
   Subject	Enter the subject for this touchpoint. This is a required field.
   Watch list	Select the users who should be notified of any updates to the touchpoint.
   Work notes list	Select the users who should be notified of any updates to the worknotes.
   Description	Enter a description for this touchpoint. This is a required field.
   Work notes	Any internal notes regarding this objective.
   Additional comments	Any additional information that must be provided to the customer.
   Needs attention	Clear the check box to make Blocked by capability work.

   Note:

   The Meeting date and Meeting type fields have been deprecated from the Yokohama release.
6. Select Save to create touchpoint.