Create a risk signal

Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.

Before you begin

Role required: sn_acct_lc.customer_success_agent

About this task

Risk Signals and Issues are used to record and manage risks associated with an engagement so that appropriate actions can be taken. Risks may have different degrees of severity and need to be evaluated before they are addressed. For example, an external system may flag missing information to the customer success manager who may address the issue using an internal play. If the risk is low in impact, the customer success manager may decide to accept the risk and proceed with the engagement. See Create a risk definition for details on setting up a risk definition.

Procedure

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

   Table 1. Risk signal 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 risk signal is related. This is a mandatory field.
   Reported by	The internal team member who reported this risk signal.
   Assigned to	The key internal team member responsible for handling this risk signal.
   Squad	The team supporting this account for achieving both value and success.
   State	State of the risk signal. This can be: New Active Canceled Closed
   Priority	Priority of this risk signal in comparison to others. This can be: Critical High Medium Low Very Low
   Due date	Date by which the risk signal should be addressed.
   Risk or issue	Indicate whether this is a risk or an issue.
   Short description	Enter a short description for this risk signal. This is a mandatory field.
   Watch list	Select the users who should be notified of any updates to the risk signal.
   Watch notes list	Select the users who should be notified of any updates to the worknotes.
   Description	Enter a description for this risk signal. This is a mandatory field.
   Work notes	Any internal notes regarding this risk signal.
   Tracking method	The origin of the risk signal. This can be: Manual Automated Integration
   Table	Select the table used by the risk signal record.
   Source record	Select the source record from which the risk signal originated.
   Scope	Indicate whether this risk signal is related to customer success or onboarding. This can be: Onboarding Adoption Expansion Renewal
   Probability	The probability that this risk may occur. This can be: Very high High Moderate Low Very low This is a mandatory field.
   Contracts impacted	The contracts impacted by this risk or issue.
   Products impacted	The products impacted by this risk or issue.

4. Click Save to create a new risk signal.