Create a success initiative

Create a success initiative with a planned set of internal or external tasks to support a primary success outcome.

Before you begin

Role required: role sn_acct_lc.customer_success_agent , sn_acct_lc.customer_success_customer

About this task

Success initiatives are a set of planned activities or tasks that a provider and a customer must complete achieving a primary success outcome. A success initiative can include one or more tasks that can be internal or external and can be defined with the Create Success Initiative playbook.

Note:

The Create Success Initiative playbook has a set of predefined stages and fields. You can add or modify these stages using Playbooks. See Playbook builder for the details.

Procedure

1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer Success > All Initiatives and select New to launch the playbook.
3. In the Initial setup page, select the primary success outcome associated with this initiative.
4. Select Continue to move to the next tab.
   The success initiative record is created.
5. In the Plan section, enter the core information for this initiative as follows.

   Primary success outcome	The primary success outcome associated with this initiative. To create applicable success outcome, see Create an applicable success outcome.
   Contact	The customer contact responsible for this initiative.
   Assigned to	The internal team member responsible for this initiative.
   Squad	The team supporting this account for achieving both value and success.
   Category	The category associated with this initiative. General Strategic planning Architecture and design Adoption Technical guidance
   State	State of the initiative. New In progress Paused Canceled Closed
   Progress	Current progress of this initiative. Not Started On-Track At Risk Paused Completed Canceled
   Priority	Priority of this initiative in comparison to others. Critical High Medium Low Very Low
   Due date	Date on which this initiative is due.
   Subject	Enter a subject for this initiative.
   Description	Enter a description for this initiative.
   Product	Automatically populated from the success objective table when primary success outcome is selected.
   Needs attention	Clear the check box to make Blocked by capability work.

6. Select Mark Complete.
7. In the Collab and Complete step, select Create Task to create a sample success task automatically, or select Skip to skip this step.
8. In the Summarize and Close step, enter the following details.
   • Closure code: Select the reason for which the record is being closed.
     • Achieved
     • Partially achieved
     • Missed
     • Canceled
   • Close notes: Provide a description on which this initiative is being closed.
9. Select Mark Complete to complete this task.
   Note:

   You can use response templates to provide quick responses, or copy and paste relevant information from a case. Select the Response template icon and select the response template you want to use. For more details on response templates, see Response templates.

What to do next

You can perform the following actions:

• Discuss: Select Discuss to start a sidebar discussion about this initiative. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this initiative. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
• Assign to me: Select this option to reassign this initiative to yourself.
• Close initiative: Once the initiative has been completed and the Closure code is set to Achieved, you can close this initiative.
• Create success play: Select this option to create a success play. See Create a success play for the details.
• Email: Open the Activity stream and select Email from the More drop down list. Enter the required details and select Send email.
  Note:

  You can send emails only to the team members associated with the account.

• Create an applicable success outcome
  Create the applicable success outcomes to support the primary success outcome.
• Close or cancel a success initiative
  You can close or cancel a success initiative and all the related tasks.