Using Activity Tracker

Activity Tracker enables you to create CS activities and 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. The CS activities that you create, such as meetings or notes about an account, are linked to accounts in your org. Updates to objective, opportunity, playbook, playbook task, or success plan records can also show as activities in Activity Tracker. For more information, see Customer Success Cloud Lightning Components.

Note:

You must have the relevant permissions for the Account object to view any data in the Activity Tracker. For more information, contact your administrator.

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.

Viewing Activities

By default, the Upcoming CS Activities section is expanded, but you can click Expand next to each section to expand and collapse the information displayed. You can also click Expand 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 Open filters panel.

To display only the activities that contain a specific keyword, use the search box. Note that the search is case-insensitive.

To view more activities in a section, click View More. 10 items are displayed by default.

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 you click View More, 10 additional activity items display at a time when available.

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.

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 Activity | 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. You can also click Show All Results for “ ”, which opens the search with the searched string populated in the Search field and all related items displayed in the grid. Select the contacts from the grid that you want and click Select. The selected items are then displayed in the lookup field. For more information, see Using Advanced Lookup.
  7. [Optional] Enter any notes about your CS activity. To upload an image, click Image .
  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:

Creating Tasks

To create a new task:

  1. Click Add Activity | 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. To attach an image, click .
  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.

Filtering Activities

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

To filter the data:

  1. Click Filter Activties to open the Filters panel.
  2. [Optional] Select Include CS 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 CS 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 Filter Activties to close the Filters panel.
Notes:
  • If you click Refresh, the filters remain applied.
  • 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.
  • The last applied filters on the Activity Tracker display everywhere that the tracker has been added when you click Refresh.

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 Down Arrow 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.