Create a customer play record

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

    • Create a customer play to specify an unplanned activity required to support an engagement. customer plays can be monitored by the customer during the engagement life cycle.

    Antes de Iniciar

    Role required: sn_acct_lc.customer_success_agent

    Por Que e Quando Desempenhar Esta Tarefa

    A customer play is used to monitor external activities of an unplanned set of actions that a provider may take to support a customer touchpoint, stakeholder request, or an engagement activity. A customer play may not be associated with an objective or outcome, but can be based on the nature of the customer play and why it was created. A customer play is a form of case type with its own case tasks.

    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. On the form, fill in the fields.
      Tabela 1. customer 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 Select the engagement record to which the customer play is related. This is a required field.
      Contact The key customer contact for this customer play.
      Assigned to The key internal team member handling this customer play.
      Squad The team supporting this account for achieving both value and success.
      Category The category associated with this customer play. This can be:
      • Guidance
      • Architecture review
      • Demos and POCs
      • Training
      State State of the customer play. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this customer play. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this customer play in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date by which the customer play should be completed.
      Product The product associated with the customer play.
      Service definition Service definitions work with case types to provide different types of service requests. With this feature, you can create connections between products and services and the case types that support those services.
      Short description Enter a short description for this customer play. This is a required field.
      Watch list Select the users who should be notified of any updates to the customer play.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this customer play. This is a required field.
      Work notes Any internal notes regarding this objective.
      Additional comments Any additional information that must be provided to the customer.
      Needs attention Clear the check box to make Blocked by capability work.
    4. Select Save to create a new customer play.
      Nota:
      You can use response templates to provide quick responses, or copy and paste relevant information from a case. Select the Response template icon and select the response template you want to use. For more details on response templates, see Response templates.

    O que Fazer Depois

    • Select Discuss to start a sidebar discussion about this customer play. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this initiative. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Create success play: See Create a success play.