Creating a Playbook

You can create playbooks in one of the following ways:

  • Using the Create Playbook action in the Actions panel, which is available on the Customer Success Management workspace. This action might also be available from a record page if your administrator has added the Actions panel to the page. This method enables you to create both blank playbooks and playbooks from a template.
  • Using the New list view button in the Playbooks tab. This enables you to create blank playbooks.

Create a Blank Playbook

You can create a blank playbook in one of the following ways:

To create a new blank playbook from the Customer Success Management workspace:

  1. Click Create Playbook on the Customer Success Management workspace or relevant record page.
  2. Click Create Blank.
  3. Enter a name for the new playbook.
  4. [Optional] Enter an account, start date, and team for the playbook. If you leave the start date blank, it defaults to today.
  5. [Optional] Select an objective or a parent success plan to associate with the playbook. You can only associate one parent record with the playbook in addition to the account.
  6. [Optional] To make a playbook available for selection as a template when creating playbooks from template, select the Template checkbox.
  7. [Optional] Enter a description. To attach an image to the description, click Image.
  8. Click Create.

To create a new blank playbook from the Playbooks tab:

  1. Click New in the Playbooks tab.
  2. Enter a name for the new playbook.
  3. [Optional] Specify the following optional information:
    1. Enter a playbook owner. The playbook owner must be an active resource.
    2. Enter an account for the playbook.
    3. Select a playbook status.
    4. Select an objective to associate with the playbook. You can only associate one parent record with the playbook in addition to the account. This can be either an objective or a success plan.
    5. To make a playbook available for selection as a template when creating playbooks from template, select the Template checkbox.
    6. Enter a start date and end date. If you leave the start date blank, it defaults to today.'s date
    7. Select a stage for the playbook.
    8. Select a team for the playbook.
    9. Select a parent success plan to associate with the playbook. You cannot select a success plan if you have selected an objective for the playbook.
    10. Enter a description. To attach an image to the description, click Image.
  4. Click Save to save this playbook or Save & New to save this playbook and create a new one.
Notes:
  • Playbooks are automatically marked as Active after creation.
  • When you select a parent success plan or objective, the Account field automatically updates with the account associated with the record.
  • When creating a playbook from the account, objective, or success plan record page, the Account field auto-populates with the account associated with the record you are creating the playbook from.
  • If you don’t select a team during playbook creation, adding resources to the team using team manager automatically creates and associates a team with the playbook.

Create a Playbook from a Template

To create a playbook from a template:

  1. Click Create Playbook on the Customer Success Management workspace or relevant record page.
  2. Select a playbook template. The playbooks are displayed in separate cards by default. You can switch between views using the and buttons.
  3. Click Next.
  4. [Optional] Deselect the tasks that you don't want to copy to the new playbook.
  5. Click Next.
  6. [Optional] Update the name for the new playbook.
  7. [Optional] Select an account to associate with the playbook.
  8. [Optional] Select an objective or parent success plan to associate with the playbook. You can only associate one parent record with the playbook in addition to the account.
  9. [Optional] Update the start date, team, and description. To attach an image to the description, click Image. These fields are auto-populated from the template when available.
  10. [Optional] To make a playbook available for selection as a template when creating new playbooks from templates, select the Template checkbox.
  11. Click Create.
Tip:

Use the search bar to search for a specific playbook template.

Notes:
  • When selecting a template, only playbooks with the Active and Template checkboxes selected are displayed.
  • The start date defaults to today’s date.
  • Playbook tasks copied from the template playbook or success plan are associated with the same account as the playbook.
  • If you don’t select a team during playbook creation, adding resources to the team using team manager automatically creates and associates a team with the playbook.
  • When creating a playbook from an account, objective, or success plan record page, the Account field auto-populates with the account associated with the record you are creating the playbook from.