Create a renewal playbook

Release version: Yokohama

Updated January 30, 2025

3 minutes to read

Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities.

Before you begin

Role required: sn_acct_lc.ale_success_agent

Procedure

Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
Select Customer Success > All Engagements and click on an engagement in the list.
Click Create success play.
Select Success Support from the Category drop down list.
In the sub-category section, select Simple renewal play and click Next.
Specify the Due Date and select the user in the Assigned to field and click Finish.
You will see a confirmation message and the renewal playbook record is created.
Select Customer Success > All Internal Plays to view the newly created renewal playbook.
Click on the renewal playbook you have created to view the first stage of the playbook.
In the Initiate phase, you can perform the following activities:
- Enter core information: Select the contract with which this renewal playbook is to be associated and select Expansion and Renewal Support in the Category field. Enter information in the other mandatory fields and click Mark Complete to move to the next activity.
- Add squad: Select one or more squad members who will involved in the renewal playbook activities and click Mark Complete to move to the next stage.
In the Assess Opportunities phase, you can perform the following activities:
- View contract record: The details of the contract you have selected are displayed. Click Open record to verify the contract details. Click Mark read to proceed to the next activity.
- Assess engagement: Enter any actions that need to be performed as part of this playbook and click Send and continue to proceed to the next activity. The actions you specify will appear as worknotes in the Activity stream.
In the Communicate phase, you can perform the following activities:
- Communicate renewal opportunity: In this activity, you can send an email request to the contracts approver or business owner to renew the contract. A sample email template is provided, you can modify this as required and click Send Email.
  Note:
  This activity creates an internal play task which is displayed as a worknote in the Activity Stream. Click on the internal play task link to view the record. When you click Send Email, the status of this task is set to Closed, and the Closure code and Close notes fields are updated to indicate that the email has been sent.
  
  If you click Skip email, the status of the internal play task is set to Canceled and the internal play task is canceled.
- Create opportunity: In this activity, you can create a new opportunity for your contract. This activity creates an internal play task. Update the task details as required to move to the next stage. Click Open record to view the internal play task. Review the opportunity details, update the status to Closed or Canceled, and click Close this activity and move on to the next stage.
In the Track Opportunity phase, review the contract details.
Click Open record to make changes if necessary or click Mark read to proceed to the next stage.
In the Review & Close, you can perform the following activities:
- Communicate the final outcome of the renewal: Enter details to describe the final renewal outcome and click Send and continue to proceed to the next activity. The final outcome information is displayed as a worknote in the Activity stream.
- Close record: Select the Closure code from the drop down list and Close notes for this playbook and click Mark Complete.
Click Close when all the activities have been completed.
The renewal playbook State is set Closed and Progress is set to Completed.
Note:
If after creating the renewal playbook, you close or cancel the playbook, all pending activities and lanes are automatically canceled and playbook State is set to Canceled.