Create a success blueprint template

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

    • Create a success blueprint template with predefined success objectives and outcomes.

    Before you begin

    • Role required: sn_acct_lc.success_template_owner, sn_acct_lc.success_template_approver
    • The sn_acct_lc.enableApprovalForSuccessTemplate system property must be set to True.

    Procedure

    1. Login as a user with the template owner ( sn_acct_lc.success_template_owner) role.
    2. Navigate to All > Customer Success > Success Objective Templates.
    3. Enter a name and title for the template.
    4. In the Product drop down list, from the CMDB model list, select the product for this success objective will be applicable.
    5. In the Objective Framework section, you can do the following:
      • Select the Mandatory checkbox to set this as a mandatory objective for your engagement.
      • Click the icon next to the Driver field to add the key drivers for this template. The drivers you select will be used to calculate the health and risk score for the associated product.
      Note:
      If a success objective is marked as mandatory, it will be automatically be selected when you create an engagement for the associated product.
    6. Click Save.
      The next step is to create a success outcome template.
    7. Navigate to the Success Outcome Templates related list and click New.
    8. Enter a title and description for the outcome template.
    9. In the Outcome Measurement section, you can specify the following:
      • Tracking method: Select Metric or Manual from the drop down list.
      • Units: Select the measurement unit for this outcome.
      • Mandatory: Select the Mandatory checkbox to set this as a mandatory outcome for your engagement.
    10. Click Save the success outcome template.
      • You can modify the template and make changes if it is in a Draft state. After you have made the changes, click Update to update and save the changes.
      • You can follow this process to add multiple success outcome templates.
    11. Click Publish to publish the success outcome template and click Update.
      • You cannot modify a success outcome template that is in the Published State.
      • Click Cancel to cancel a success outcome template that has not been approved. You will see a message indicating that all associated tasks will be canceled and any progress is lost. Click Yes if you no longer want to use this template.
    12. After you have created and published all the success outcome templates, click Request for approval.

      Success Objective Template
      Note:
      • The Request for approval option can be used to publish success objectives only if the sn_acct_lc.enableApprovalForSuccessTemplate property has been set to True.
      • You must create at least one success outcome template for a success objective.
      • You must publish all success outcome templates before you can request the success objective template to be approved.

      The State field is updated to Waiting for approval.

    What to do next

    Approve a success blueprint template

    To approve a success blueprint template request, follow these steps:

    1. Login as a user with the template approver (sn_acct_lc.success_template_approver) role.
    2. Navigate to All > Customer Success > Success Objective Templates.
    3. Open the template with the Waiting for approval State.

      Success Objective Template - Approve
    4. Click Approve to approve the template. The State is updated to Approved.

      If you don't want to approve the template, you can click Cancel or Reject to cancel the process. The State is updated to Draft if canceled or rejected.

    5. After the template has been approved, click Publish to publish the template.
      Note:
      • After a template has been published, it can longer be modified.
      • Click Retire to retire a template. A retired template can no longer be used to define objectives and outcomes for an engagement.