Create an internal play playbook

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

    • Create an internal play playbook to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. This playbook is your starting point to define any internal processes required by your organization.

    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 Internal Plays and click New.
    3. In the Initiate phase, you can perform the following activities:
      • Select engagement: In the Number field, a unique number for the internal play is auto populated. In the Engagement field, select the engagement for which the internal play playbook is being created and click Continue. An internal play playbook record is created.
      • Enter core information: In this page, enter the details for the success case record and click Mark Complete to move to the next activity. See Create an internal play playbook record for a detailed description of this form.
      • Add squad: Select one or more squad members who will involved in the internal play and the related activities and click Mark Complete to move to the next stage.
    4. In the Assist phase, you can perform the following activities:
      • Formulate the action steps: Specify the action plan for this playbook. This will appear in the worknote. Click Send and continue to proceed to the next activity. The action plan will appear as work in the Activity Stream section of the playbook.
      • Related work: Click Create task to create an internal play task. See Create an internal play task for a detailed description of this form.
        Note:
        Internal play tasks that are in New, In-progress, or Paused state are displayed in this page. To continue to the next activity, update the State to Complete or Canceled. After all the internal play tasks have been closed or canceled, click Mark Complete to continue with the next activity.
    5. In the Review & Close, you can perform the following activities:
      • Communicate the final outcome: Enter a comment to describe the final outcome for this playbook. Click Send and continue to proceed to the next activity.
      • Close record: Select the Closure code from the drop down list and Close notes for this playbook and click Mark Complete.
    6. Click Close after all the activities have been completed.
      The internal play playbook State is set Closed and Progress is set to Completed.
      Note:
      If after creating the internal play playbook, you close or cancel the playbook, all pending activities and lanes are automatically canceled and playbook State is set to Canceled.