Create an internal play playbook record

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Create an internal play to define a planned or unplanned activity during the engagement lifecycle.

    Antes de Iniciar

    Role required: sn_acct_lc.customer_success_agent

    Por Que e Quando Desempenhar Esta Tarefa

    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.

    Procedimento

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Internal Plays and click New.
    3. On the form, fill in the fields.
      Tabela 1. Internal play 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 The engagement record to which the internal play is related.
      Assigned to The key internal team member responsible for this internal play.
      Squad The team supporting this account for achieving both value and success.
      State State of the internal play. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this internal play. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this internal play in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date by which the internal play should be completed.
      Short description Enter a short description for this internal play. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the internal play.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this internal play. This is a mandatory field.
      Work notes Any notes to internal team members regarding this internal play.
    4. Click Save to create a new internal play.

    O que Fazer Depois

    • Create internal play tasks to define tasks that should be performed when an internal play is launched. See Create an internal play task
    • Click Discuss to start a sidebar discussion about this internal play. In the popup window, select the participants who need to participate in the discussion, enter a brief message, and click Start discussion. A window appears with a link to the record for this internal play. Click 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 click Send email.
      Nota:
      You can send emails only to the team members associated with the account.
    .