Create an internal play

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

    • Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle.

    Before you begin

    Role required: sn_acct_lc.customer_success_agent

    About this task

    An internal play is used to monitor internal activities that the customer does not have access to during the engagement lifecycle. For example, the renewal phase of a contract can be triggered 90-120 days before it is due to expire. This can launch a series of planned internal actions that can increase the chances of the contract being renewed or extended. An internal play can contain one or more sub-tasks and follows a playbook with predefined activities.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success Management > All Internal Plays and select New.
    3. In the Initiate phase, you can perform the following activities:
      • Select engagement: In the Number field, a unique number for the internal play is auto-populated. In the Engagement field, select the engagement for which the internal play is being created and select Continue.
      • Enter core information: In this page, enter the purpose of the internal play including the following details:
        • Assigned to: The key internal team member responsible for this internal play.
        • Priority: Priority of this internal play in comparison to others. This can be:
          • Critical
          • High
          • Medium
          • Low
          • Very Low
        • Category: The internal play category. This can be:
          • General
          • Account health
          • Adoption support
          • Expansion and renewal support
          • Governance and audits
          • Partner reviews
        • Due date: Date by which the internal play should be completed.
        • Short description: The short description for the internal play. This is a mandatory field.
        • Description: The description for the internal play. This is a mandatory field.
        Select Mark Complete to move to the next activity.
      • Add squad: Select one or more squad members who will involved in the internal play and the related activities and select Mark Complete to move to the next stage.
    4. In the Define the Action Plan phase, you can perform the following activities:
      • Formulate the action steps: Specify the action plan for this playbook. This will appear in the worknote. Select Send and continue to proceed to the next activity. The action plan will appear as work in the Activity stream section of the playbook.
      • Related work: Select Create task to create an internal play task. See Create an internal play task for a detailed description of this form.
        Note:
        Internal play tasks that are in New, In-progress, or Paused state are displayed in this page. To continue to the next activity, update the State to Complete or Canceled. After all the internal play tasks have been closed or canceled, select Mark Complete to continue with the next activity.
    5. In the Review & Close phase, you can perform the following activities:
      • Communicate the final outcome: Enter a comment to describe the final outcome for this playbook. Select Send and continue to proceed to the next activity.
      • Close record: Select the Closure code from the drop down list and Close notes for this playbook and select Mark Complete.
    6. Select Close after all the activities have been completed.
      The internal play playbook State is set Closed and Progress is set to Completed.
      Note:
      If after creating the internal play, you close or cancel the internal play record, all pending activities and lanes in the internal play record are automatically canceled and the State is set to Canceled.

    What to do next

    • Create internal play tasks to define tasks that should be performed when an internal play is launched. See Create an internal play task.
    • Select Discuss to start a sidebar discussion about this internal play. In the pop-up window, select the participants who need to participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this internal play. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Email: Open the Activity stream and select Email from the More drop down list. Enter the required details and select Send email.
    .