Create a touchpoint

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    About this task

    During the lifecycle of an engagement, providers and customers may have frequent conversations, sync-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Touchpoints and click New.
    3. On the form, fill in the fields.
      Table 1. Touchpoint 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 touchpoint is related. This is a mandatory field.
      Channel The channel used for communication. This can be:
      • Web
      • Phone
      • Email
      • Chat
      • Social
      • Community
      • Alert
      • Virtual Agent
      Contact The key customer contact for this touchpoint.
      Assigned to The key internal team member handling this touchpoint.
      Squad The team supporting this account for achieving both value and success.
      Category The category associated with this touchpoint. This can be:
      • General conversation
      • Value and adoption
      • Expansion opportunities
      • Renewal support
      State State of the touchpoint. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this touchpoint. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this touchpoint in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date by which the touchpoint should be completed.
      Product The product to which this touchpoint is related. Select the checkbox to indicate if the touchpoint is related to a specific product that has been sold.
      Subject Enter the subject for this touchpoint. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the touchpoint.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this touchpoint. This is a mandatory field.
      Work notes Any internal notes regarding this objective.
      Additional comments Any additional information that needs to be provided to the customer.
      Meeting date Date on which the touchpoint meeting is to be held.
      Meeting type Type of meeting which can be:
      • Ad-hoc
      • Weekly status
      • QBR
      • Renewal
    4. Click Save to create a new touchpoint.
      Note:
      You can use response templates to provide quick responses, or copy and paste relevant information from a case. Click the Response template icon and select the response template you want to use. For more details on response templates, see Response templates.