Create a customer play

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

    • Create a customer play in collaboration with customers to define planned and unplanned activities that are required to support an engagement. The customer play playbook is your starting point to configure the success processes required in your organization.

    Antes de Iniciar

    Role required: sn_acct_lc.customer_success_agent

    Procedimento

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Customer 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 customer play is auto-populated. In the Engagement field, select the engagement for which the customer play is being created and select Continue. A customer play record is created.
      • Enter core information: In this page, enter the details for the customer play record and select Mark Complete to move to the next activity. See Create a customer play record for a detailed description of this form.
      • Add squad: Select one or more squad members who will involved in the customer play and the related activities and select Mark Complete to move to the next stage.
    4. In the Assist phase, you can perform the following activities:
      • Communicate the intended outcome: Enter a comment to describe the expected outcome for this playbook. Select Send and continue to proceed to the next activity.
      • Define the action plan: Specify the action plan for this playbook. This appears in the worknote. Select Send and continue to proceed to the next activity.
      • Related meeting: Create a meeting for this customer play. See <Create meeting> for details.
        Nota:
        Meetings that are in a Draft or Scheduled state displayed in the Related meeting page. To continue to the next activity, update the State to Complete or Canceled. After all meetings have been closed or canceled, you can select Mark Complete to continue with the next activity.
      • Related work: Select Create Task to create a customer play task. See Create a customer play task for a detailed description of this form.
        Nota:
        customer play tasks that are in a New, In-progress, or Paused state are displayed in the Related meeting page. To continue to the next activity, update the State to Complete or Canceled. After all customer 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. When all the activities have been completed, you can select Close customer play.
      The customer play record State is set Closed and Progress is set to Completed.
      Nota:
      If after creating the customer play playbook, you close or cancel the playbook, all pending activities, and lanes are automatically canceled and the playbook State is set to Canceled.