Create a success blueprint from a template

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

    • Create a success blueprint from a template to add success objectives and outcomes to an engagement.

    Before you begin

    Role required: sn_acct_lc.customer_success_agent

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Navigate to the Customer Success Management > All Engagements and open an engagement record.
    3. On the engagement page, navigate to the Success blueprint tab and select Create success blueprint.
      Available success blueprint templates for this engagement are listed. Required objectives are automatically selected. Select from the list of optional objectives.
    4. Select a product from the list.
      This is the list of applicable sold products associated with the engagement at creation.
    5. Review the list of objectives defined for the selected product.
      • All objectives: All the success objectives defined in the template are displayed.
      • Mandatory objectives: By default, all required objectives are automatically selected.
      • Optional objectives: You can select one or more optional objectives for this engagement.
    6. Filter the list of objectives using the following options:
      • Search: Enter the title or description to display objectives that meet the criteria.
      • View by drivers: Select an option from the list to view objectives that have the selected driver associated with them.

      For each objective, you can see the key drivers, success outcomes defined, and the associated product.

    7. Select Next to continue.
      The selected objectives and their defined outcomes are displayed.
    8. On this page, enter values in the following required fields:
      • Start date: Date from which the outcome is effective.
      • End date: Date until which the outcome is effective.
      • Objective owner: The individual responsible for the objective from the provider side.
      • Sponsor: External contact responsible for the objective.
    9. Use the Toggle button to select or deselect any of the optional outcomes.
      The required outcomes are selected by default and can't be deselected. Select the Edit outcome values option to add the Base and Target values for the selected outcome and select Save.
    10. Select Save Objective.
      Note:
      • If you select the Back button or refresh the page after saving the objective, all changes are lost.
      • If you're adding more than one objective, you must save the details for each objective before moving on to the next one.
    11. Select Create to create the success blueprint.
      The success blueprint appears on the Success blueprint page on the Engagement page. See Success blueprint for details.
    12. Select the View initiative roadmap.
      In the roadmap view:
      • The initiatives are color-coded according to their progress and the color description is provided in the tooltip listed at the bottom of the page.
      • The initiatives are grouped according to the status of the objectives and outcomes for better association.
      • Information such as Assigned to, Priority, Category, Number of Tasks, and Days remaining are shown on the timeline.
    13. Select the icon and select one of the following options:
      • Add objectives: Select and add any optional objectives to add to your success blueprint. Select the objective to be added, select Next. Use the Toggle option to select any of the optional outcomes, enter other required details, and select Save Objective and then select Create to add the objective along with the outcome to the success blueprint.
      • Add outcomes: Select any optional outcomes to add to your success blueprint.
    14. Select the icon to drill down to the Success objective record page.