Define a success blueprint template

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Create a success blueprint template with predefined success objectives and outcomes for a product model that helps your organization scale its customer success operations.

    Before you begin

    • Role required: sn_acct_lc.success_template_owner, sn_acct_lc.success_template_approver
    • The sn_acct_lc.enableApprovalForSuccessTemplate system property must be set to True.

    About this task

    A success blueprint template defines a reusable set of objectives and outcomes for a specific product. After a template is published, customer success managers can apply it when creating success blueprints for an engagement. See Create a success blueprint from a template for details.

    Procedure

    1. Login as a user with the template owner (sn_acct_lc.success_template_owner) role.
    2. Navigate to All > Customer Success Management > Success Objective Templates and select New.
    3. Enter a title and description for the template.
    4. In the Product drop down list, select the product for which this success objective will be applicable.
    5. In the Objective Framework section, you can do the following:
      • Select the Mandatory check box to set this as a required objective for this product model.
      • Select the icon next to the Driver field to add the key drivers for this template.
      Note:
      If a success objective is marked as required, it’s automatically be selected when you create an engagement for the associated product.
    6. Select Save.
      The next step is to create a success outcome template.
    7. Navigate to the Success Outcome Templates related list and select New.
    8. Enter a title and description for the outcome template.
    9. In the Outcome Measurement section, you can specify the following:
      • Tracking method: Select Metric or Manual from the drop-down list.
      • Units: Select the measurement unit for this outcome.
      • Mandatory: Select the Mandatory check box to set this as a required outcome for your engagement.
    10. Select Save the success outcome template.
      • You can modify the template and change if it is in a Draft state. After you have made the changes, select Update to update and save the changes.
      • You can follow this process to add multiple success outcome templates.
    11. Select Publish to publish the success outcome template and select Update.
      • You can’t modify a success outcome template that is in the Published State.
      • Select Delete to cancel a success outcome template that hasn’t been approved. Select Yes if you no longer want to use this template.
    12. After you have created and published all the success outcome templates, select Request for approval.

      Success Objective Template
      Note:
      • The Request for approval option can be used to publish success objectives only if the sn_acct_lc.enableApprovalForSuccessTemplate property has been set to True.
      • You must create at least one success outcome template for a success objective.
      • You must publish all success outcome templates before you can request the success objective template to be approved.

      The State field is updated to Waiting for approval.

    What to do next

    Approve a success blueprint template

    To approve a success blueprint template request, follow these steps:

    1. Login as a user with the template approver (sn_acct_lc.success_template_approver) role.
    2. Navigate to All > Customer Success > Success Objective Templates.
    3. Open the template with the Waiting for approval State.

      Success Objective Template - Approve
    4. Select Approve to approve the template. The State is changed to Approved.

      If you don't want to approve the template, you can select Cancel or Reject to cancel the process. The State is changed to Draft if canceled or rejected. The user with template approver role can only approve or reject the template.

    5. After the template has been approved, select Publish to publish the template.
      Note:
      • After a template has been published, it can longer be modified.
      • Select Retire to retire a template. A retired template can no longer be used to define objectives and outcomes for an engagement.

    The Success outcome record page shows metric and tracking method.

    In the decision table, success outcome template is mapped to success initiative creation subflow to automate the success initiative creation.

    To configure the success initiatives decision table, follow these steps:
    1. Navigate to All > Decision Management > Decision Builder.
    2. Select the Success Initiative Blueprints decision table.
    3. In the Success initiative creation subflow column, add multiple subflows for the Success outcome template.

      Success Initiative Blueprints.

    4. Select Save.