Create a success case record

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

    • Create a success case to specify an unplanned activity required to support an engagement. Success cases can be monitored by the customer during the engagement lifecycle.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    About this task

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

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Success Cases and click New.
    3. 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.
      Engagement Select the engagement record to which the success case is related. This is a mandatory field.
      Contact The key customer contact for this success case.
      Assigned to The key internal team member handling this success case.
      Squad The team supporting this account for achieving both value and success.
      Category The category associated with this success case. This can be:
      • Guidance
      • Architecture review
      • Demos and POCs
      • Training
      State State of the success case. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this success case. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this success case in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date by which the success case should be completed.
      Product The product associated with the success case.
      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 success case. 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.
    4. Click Save to create a new success case.
      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.

    What to do next

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