Using Activity Tracker

Activity Tracker enables you to view:

  • Any upcoming CS activities that are due to take place in the next seven days
  • Any recent CS activities that were due to take place in the last seven days
  • Your org's activity history from the last 12 months

It also enables you to:

  • 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 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 Using Activity Tracker.

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.

Activity Tracker Sections

Activity Tracker displays CS activities in the following sections:

The Upcoming CS Activities section displays the following:

  • CS activities created in Activity Tracker with a date in the next seven days
  • Playbooks, playbook tasks, and 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. Upcoming CS Activities does not display in Activity Tracker when History Tracking is selected in the View By drop-down list in the toolbar.

Tip:

You can search for and select the objects whose activities you want to view in this section in the Objects for Upcoming Activities field in the Filters panel. This field does not support custom objects.

The Recent CS Activities section displays the following:

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

Recent CS Activities displays in Activity Tracker only when Last 7 Days is selected as the date range in the Filters panel.

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 objects you want in the History Tracking section of the Filters panel.

When viewing activities, you can do the following:

  • To refresh the data displayed, click Reload.
  • 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.

To view only upcoming activities, only activities with history tracking, or both, click View By in the toolbar and select one of the following options:

  • Activities: Displays the upcoming activities in the next seven days. This includes any additional objects selected in the Objects for Upcoming Activities field in the Filters panel. It also includes activity history for the CS Activity object.
  • History Tracking: Displays activities with history tracking only. You can select the objects whose activities you want to view in the Objects with History Tracking field.
  • Activities and History Tracking: Displays both upcoming activities in the next seven days and activities with history tracking.
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 Activity 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 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.

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 activities in Activity Tracker, click Open filters panel. For more information about the fields available in the Filters panel, see Activity Tracker Lightning Component Fields.

Tip:

You can select a filter set from the Saved Filters field to quickly apply a set of filters.

To filter the activity data:

  1. In Activity Tracker, click Open the Filters Panel to open the Filters panel.
  2. [Optional] Select a saved filter set, then click Apply.
  3. Select an account. If you are on a record page, the Account field is pre-populated with the account associated with the record you are currently viewing.
  4. Select a date range.
  5. Select My Activities to display only the activities that you own or are assigned to.
  6. Select an activity type.
  7. Select one or more objects whose activities you want to view in the Upcoming CS Activities section.
  8. Select one or more objects with history tracking whose activities you want to view in activity history.
  9. Click Apply to apply the selected filters. To reset the filters to their default values, click Reset.
  10. Click Filter Activities to close the Filters panel.
Notes:
  • If you click Refresh, the filters remain applied. The last applied filters in Activity Tracker display everywhere that the tracker has been added when you click Refresh.
  • Your last selected filter criteria displays when you access Activity Tracker on the same computer, using the same browser.
  • When using 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 Activity Tracker on an account page, the Account filter field is not available as the tracker only displays results related to the account you are currently viewing.

Filter Sets

Filter sets enable you to save collections of applied filters, so that you can quickly apply them to Activity Tracker. You can create and edit your own filter sets, as well as apply any that you have sharing access to. For more information about creating filter sets from Activity Tracker, see Creating Filter Sets.

You can click Settings to manage your own filter sets and any filter sets you have sharing access to. This enables you to edit, delete, and set and remove filter sets as the default one applied. For more information about managing filter sets from Activity Tracker, see Managing Filter Sets.

Creating CS Activities

You can create CS activities, such as meetings or notes that are linked to accounts in your org in Activity Tracker. For more information, see Creating CS Activities.

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. 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 Filter activities to open the Filters panel.
  • Click Filter activities to close the Filters panel.
  • If you click Refresh, the filters remain applied.
  • The last applied filters on 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 Actions 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.