Create a success case task

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Create a success case task to define a planned action that a provider or customer must complete in support of a success case. A success case task must be clearly defined and can be visible to internal stakeholders or external customers.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Success Cases.
    3. Open an success case, navigate to the Success Tasks tab and click New
    4. On the form, fill in the fields.
      Table 1. Success case 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.
      Parent The parent success case with which this task is to be associated is displayed. You can select a different success case task from the drop down list.
      Contact The key customer contact for this success case task.
      Assigned to The key internal team member handling this success case task.
      Squad The team supporting this account for achieving both value and success.
      Category The category associated with this success case task. This can be:
      • Workshops and meetings
      • Design reviews
      • Product training
      • Professional services
      State State of the success case task. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this success case task. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this success case task in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date by which the success case task should be completed.
      Visible to customer Select this checkbox if the success case task should be visible to customers.
      Subject Enter the subject or the goal for this success case task. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the success case.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this success case. 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. This information will be visible to the customer.
    5. Click Save to create a new success case.

    What to do next

    • Click Discuss to start a sidebar discussion about this success case task. 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 initiative. Click 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.