Create a success initiative

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

    • Create a success initiative with a planned set of internal or external tasks to support a success outcome.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent, sn_acct_lc.ale_success_customer

    About this task

    Success initiatives are a set of planned activities or tasks that a provider and a customer must complete to achieve a success outcome. A success initiative can include one or more tasks that can be internal or external and can be defined with the Create Success Initiative playbook.

    Note:
    The Create Success Initiative playbook has a set of predefined stages and fields. You can add or modify these stages using Playbooks. See Playbooks for details.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and click the List icon.
    2. Navigate to the Customer Success > All Initiatives and click New to launch the playbook.
    3. In the Initial Setup page, select the Success Outcome with this initiative is to be associated.
    4. Click Continue to move to the next tab.
      The success initiative record is created.
    5. In the Plan the Plan section, enter the core information for this initiative as follows.
      Success outcome Select the success outcome associated with this initiative.
      Contact The customer contact responsible for this initiative.
      Assigned to The internal team member responsible for this initiative.
      Squad The team supporting this account for achieving both value and success.
      Category The category associated with this initiative. This can be:
      • General
      • Strategic planning
      • Architecture and design
      • Adoption
      • Technical guidance
      State State of the initiative. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this initiative. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this initiative in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Due date Date on which this initiative is due.
      Subject Enter a subject for this initiative.
      Description Enter a description for this initiative.
    6. Click Mark Complete.
    7. In the Collab and Complete step, click Create Task to automatically create a sample success task or click Skip to skip this step.
    8. In the Summarize and Close step, enter the following details.
      • Closure code: Select the reason for which the record is being closed. This can be:
        • Achieved
        • Partially achieved
        • Missed
        • Canceled
      • Close notes: Provide a description on which this initiative is being closed.
    9. Click Mark Complete to complete this task.
      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

    You can perform the following actions:
    • Discuss: Click Discuss to start a sidebar discussion about this initiative. 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.
    • Assign to me: Select this option to reassign this initiative to yourself.
    • Close initiative: Once the initiative has been completed and the Closure code is set to Achieved, you can close this initiative.
    • Create success play: Select this option to create a success play. See Create a success play for details.
    • Email: Open the Activity stream and select Email from the More drop down list. Enter the required details and click Send email.
      Note:
      You can send emails only to the team members associated with the account.