Create a success objective

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Create a success objective that represents the value of the products sold to the customer.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    About this task

    A success objective represents that value of one or more products purchased by the customer. Objectives are defined for a specific period and are tied to an engagement. An objective can be broken down into several success outcomes that measure its achievement.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Objectives and click New.
    3. On the form, fill in the fields.
      Table 1. Success objective 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 objective is to be related. This is a mandatory field.
      Objective owner The individual responsible for the objective from the provider side.
      Sponsor External contact responsible for the objective.
      Products The sold products that match the objective.
      Driver The driving category reason behind the objective.
      State State of the engagement record. This can be:
      • New
      • Define
      • In progress
      • Canceled
      • Closed
      Progress Current progress of this objective. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this objective in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Planned start Date which the work towards this objective is scheduled to start.
      Planned stop Date which the work towards this objective is scheduled to stop.
      Title Enter a title for this objective. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the objective.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this objective. This is a mandatory field.
      Work notes Any internal notes regarding this objective.
    4. Click Save to create a new success objective.