Create an engagement

Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.

Before you begin

Role required: sn_acct_lc.customer_success_agent

About this task

After the account onboarding has been completed, the next step is to create an engagement that will include the customer objectives and outcomes. An engagement acts as an umbrella record and provides internal and external stakeholders with a view of the current and historical state of the customer success journey. It also helps drive actions and workflows that are part of the customer success life cycle.

Procedure

1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer Success > All Engagements and select New.
3. On the form, fill in the fields.

   Table 1. Engagement form

   Field	Description
   Number	System generated unique number for the engagement.
   Account	Select the account number of the enterprise customer from the list. This is a required field.
   Parent	Relationship of parent and child between engagements.
   Account manager	Main internal stakeholder responsible for the account.
   Customer success manager	The primary internal stakeholder who is in charge of driving customer success for the account.
   Key customer contact	Main external stakeholder responsible for the account.
   Squad	The supporting team members handling the account.
   State	State of the engagement record. This can be: New Define In progress Canceled Closed
   Stage	Current stage of the engagement life cycle. This can be: Initial onboarding Adoption Expand Renew Lost
   Perceived health	Perceived health of the engagement. This can be: Unknown (this is the default) Red Yellow Green
   Initial onboarding	Select the initial account onboarding case associated with this account. This is a required field.
   Initial go-live	The customer's initial go-live date.
   Renewal date	The renewal date for the customer contract.
   Title	Enter a title for this engagement record. This is a required field.
   Watch list	Select the users who should be notified of any updates to the engagement record.
   Work notes list	Select the users who should be notified of any updates to the worknotes.
   Description	Enter a description for this engagement record.
   Work notes	Any internal notes regarding this engagement.

4. Select Save to create an engagement record.

What to do next

After you have created the engagement, you can create objectives, outcomes, touchpoints, and risk signals for the customer account associated with this engagement.