Using Activity Tracker

Activity Tracker enables you to:

• View any upcoming CS activities that are due to take place in the next seven days as well as your org's activity history from the last 12 months
• Create, edit, and delete CS activities, such as meetings and notes, that are linked to accounts in your org
• Create and delete tasks
• Delete accounts, opportunities, objectives, and playbooks
• Delete activities from additional tracked objects added by the administrator

Note:

• You must have the relevant permissions for the Account object to view and delete any data in the Activity Tracker. For more information, contact your administrator.
• To view activities in Activity Tracker, you must select an account in the filters panel. For more information, see Filtering Activities.

Upcoming CS Activities

Upcoming CS Activities displays the following:

• Activities created in Activity Tracker with a date in the next seven days.
• Playbooks, playbook tasks, or objectives with a start date or end date in the next seven days.
• Success plans with an effective date or next business review date in the next seven days.

Activities associated with completed or template records do not display in Upcoming CS Activities.

Activity History

Activity history is grouped by month and displays all activities from the last 12 months for fields and supported objects that have tracking enabled. For more information on the objects in your org that have tracking enabled, contact your administrator.

By default, Activity Tracker enables you to view updates for the account, objective, opportunity, playbook, playbook task, or success plan records. However, you can also view activity history related to other objects if your administrator has added those objects to Activity Tracker. For more information, contact your administrator.

To view activity history related to other objects, you must select the following in the Filters panel:

1. The Include Activities from Tracked Objects and Fields checkbox
2. The checkboxes of the objects that your want to view

Viewing Activities

By default, the Upcoming CS Activities section is expanded, but you can click next to each section to expand and collapse the information displayed. You can also click next to each activity to expand and collapse them and view the activity's summary, notes, and associated contacts, when such information is available.

To refresh the data displayed, click .

To filter the activities that are displayed by account or activity type, click .

To search for activities, use the search box in the toolbar. The sections that contain the search term you enter expand automatically.

To view more activities in a section, click View More. 10 additional activity items display at a time when available.

Notes:

• The following records are not displayed in Activity Tracker:
  • Playbook tasks that are associated with a success plan or playbook that is a template
  • Activities that are not associated with an account
• When using the tracker on a record page, the tracker only displays activities that are related to the account of the record page you are currently viewing.
• When using the tracker on the Customer Success Management Workspace, you must select and apply at least one account in the Filters panel to view any results.

Filtering Activities

Filters enable you to focus the activities displayed in the Activity Tracker so that only the activities you want to view are displayed.

To filter the data:

1. Click to open the Filters panel.
2. [Optional] Select Include Activities from Tracked Objects and Fields to include activities that are updates from tracked objects and fields. This field is selected by default.
3. [Optional] Select My Activities to display only the activities that you own or are assigned to.
4. If you are on the workspace, you can filter activities by account, activity type, or object. If you are on a record page, you can filter by activity type or object, but the Account field is pre-populated depending on the account associated with the record you are currently viewing.
5. Click Apply.
6. [Optional] To reset the selected filters to their default values, click Reset.
7. Click to close the Filters panel.

Notes:

• If you click , the filters remain applied. The last applied filters on the Activity Tracker display everywhere that the tracker has been added when you click .
• Your last selected filter criteria displays when you access the component on the same computer, using the same browser.
• When using the Activity Tracker on the Customer Success Management Workspace, you must select and apply at least one account in the Filters panel to view any results.
• When using the Activity Tracker on an account page, you will not see the account filter field as the tracker only displays results related to the account you are currently viewing.

Creating CS Activities

You can create CS activities in Activity Tracker, such as meetings or notes, that are linked to accounts in your org. To create a new CS activity:

1. Click | Add CS Activity. The Create CS Activity window opens.
2. Search for and select an account to associate with the CS activity. When creating a CS activity from an account record page, the Account field is automatically populated with the account that the CS activity is created from.
3. Enter a summary of the CS activity.
4. [Optional] Specify the date of the CS activity. If you do not specify a date, or the Date field is not available, the CS activity will be listed in the Activity Tracker by the date it was created.
5. [Optional] Select the activity type.
6. [Optional] Search for and select the contacts to associate with the CS activity.
Tip:

You can view contacts related to the searched keyword, including their full names and job titles, and the names of their associated accounts. Enter at least two characters in the Contact field and click Show All Results for “ ” to open the Select Contact window. Then select the contacts that you want from the grid and click Select to add them to the Contact field. For more information, see Using Advanced Lookup.

7. [Optional] Enter any notes about your CS activity. To upload an image, click .
8. Click Create.

Note:

If you delete an account associated with a CS activity, the CS activities remain but are no longer associated with the account.

You can also create a CS activity from any of the following:

• The CS Activities tab. For more information, see Creating a CS Activity.
• An app page, such as a workspace. For more information, see Creating a CS Activity from a Workspace or App Page.

Creating Tasks

To create a new task:

1. Click | Add Task. The Create Playbook Task window opens.
2. Enter a name for the new playbook task.
3. [Optional] Select an account to associate with the playbook task.
4. [Optional] Select the resources you want to assign to the task. The picklist displays the first five resources available sorted alphabetically. You must search for and select any additional resources you want to assign to a task. You cannot assign a PSA resource to a playbook task.
5. [Optional] Select a playbook to associate with the playbook task. When the account associated with the playbook is different from the account associated with the task, the Account field updates with the account associated with the playbook. When the account associated with the playbook is different from the account associated with the task, the Account field updates with the account associated with the playbook. You can only associate one parent record in addition to the account, if you already have a success plan associated with the task you must remove it to associate the playbook.
6. [Optional] Select a start and end date for the playbook task.
7. [Optional] Select a success plan to associate with the task. When the account associated with the parent success plan is different from the account associated with the task, the Account field updates with the account associated with the parent success plan. When the account associated with the parent success plan is different from the account associated with the task, the Account field updates with the account associated with the parent success plan. You can only associate one parent record in addition to the account, if you already have a playbook associated with the task you must remove it to associate the success plan.
8. [Optional] Update the task status. The status is set to Draft by default.
9. [Optional] Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
10. Click Create.
    Notes:

    • The playbook task's start date must be on or after the playbook's start date. The playbook task's end date must be before or on the playbook's end date.
    • The playbook task can only be associated with one parent record in addition to the account. The associated playbook or success plan must be associated with the same account as the playbook task.
    • The account associated with the playbook task, playbook, and success plan must be the same.
    • You must have edit permissions for the Draft field to create a playbook task record. The default status is set to Draft.

Click to open the Filters panel.

Click to close the Filters panel.

If you click , the filters remain applied.

The last applied filters on the Activity Tracker display everywhere that the tracker has been added when you click .

Deleting Activities

You can delete different types of activities in Activity Tracker.

Note:

Deleting items from Activity Tracker also deletes the associated record and its related history tracking records.

To delete an activity:

1. Click next to the activity that you want to delete.
2. Click the delete button in the drop-down list. The activity deletion window displays.
3. Click Delete.