About Success Plans

A success plan enables you to capture customer information and expectations in a centralized location, enabling you to capture all of the goals that your customer has. From here, you can also begin to understand your customer's expectations and how you're able to help them achieve success.

Permission Sets

To use this feature, users must have one of the following permission sets assigned to their profiles:

  • To view, create, edit, and delete success plan records: CSC - Customer Success
  • To view success plan records: CSC - Participant User

For more information, see Assigning and Removing Permission Sets.

Viewing Success Plans

You can view success plans in:

You can view the following records associated with a success plan in the Related tab of the success plan's record page:

  • Objectives
  • Playbooks
  • Playbook Tasks

You can also view and edit objective KPIs of the objectives associated with a single success plan. You can do this on the success plan's record page, in the Objective KPI Overview grid in the Objective KPIs tab. For more information, see About Objectives and Objective KPI Overview Lightning Component Fields.

Creating Success Plans

You can create either blank success plans or success plans from templates. A success plan created from a template inherits the information stored in the template, including its child record information. You can also select a record type for your new record if your administrator has set up custom record types.

You can create success plans using:

  • The Create Success Plan 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 either blank success plans or success plans from a template, and add business challenges to new success plans.
  • The Add Success Plan button in Success Tracker. This method enables you to create either blank success plans or success plans from a template, and add business challenges to new success plans.
  • The New list view button in the Success Plans tab. This enables you to create blank success plans only.

For more information, see Creating Success Plans.

Note:

To create success plans from templates, you must have the correct permissions assigned. For more information, see Setting up Customer Success Cloud.

Blank Success Plans

When creating a success plan from an account record page, the Account field is automatically populated with the account you are currently viewing.

Success Plans Created from Templates

You can save a success plan as a template by selecting the Template checkbox while creating your new success plan. Success plans created from templates inherit their information and the following child records:

  • Objectives, including their related objective KPIs
  • Playbooks
  • Playbook tasks
Note:

You can select a playbook or playbook task child record without selecting its parent record.

When creating a new success plan record from a template that contains child records, the Select Records grid displays so that you can:

  • View the child records inherited from the template, such as objectives, playbooks, and playbook tasks.
  • Deselect any child records that you do not want to include in your new record. By default, all of the template's child records are selected. If the template contains no child records, a message notifies you of this, the Select Records grid does not display, and you can finish creating your new record.

  • Edit the child records inherited from the template. When adding resources to new child records, ensure that the resources you want to add are active and are not PSA resources. You can add a single resource to objectives and playbooks, and multiple resources to playbook tasks.

  • Edit, create, and delete objective KPIs, if the success plan template has one or more objectives.
Note:

Changing the effective date of a success plan affects the start and end dates of its child records. In this case, any changes you made to the start and end dates of child records will be lost and the start and end dates will be set according to the success plan's new effective date.

When you create a success plan from a template:

  • When selecting a template:

    • Only success plans with the Template field selected are displayed.
    • You can switch between views using Cards and Lists. By default, the last-selected view is displayed.

    • To refresh the template information, click Reload.

  • When creating a success plan from an account record page, the Account field is automatically populated with the account you are currently viewing.
  • The account details are inherited by any associated records and their related records.

Custom Record Types

If your org uses custom record types:

  • You can select a record type for your new record, if your administrator has set up custom record types.

  • The displayed fields might vary if your org uses custom record types. For more information, contact your administrator.

  • When creating a record of a specific type, the Record Type field is automatically populated and is read-only. To display this field, your administrator must add it to the necessary page layouts.

  • If there are no record types available in your org for the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects, the fields in their related creation and edit windows use the related field sets.

For more information, see Setting up Customer Success Cloud.

Editing Success Plans

You can edit success plans from:

  • The Success Plans tab
  • Success Tracker

For more information, see Editing Success Plans.

Notes:
  • The displayed fields might vary if your org uses custom record types. For more information, contact your administrator.

  • If there are no record types available in your org for the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects, the fields in their related creation and edit windows use the related field sets.

Allocating Resources to Success Plans

You can manually allocate any active CS Cloud resource to a success plan. The resource allocated to a success plan record is also the owner of that record.

For more information, see Allocating Resources.

Deleting Success Plans

You can delete success plans in the Success Plans tab only.

Business Challenges

The Business Challenges feature enables you to understand the challenges that your customers are facing. A success plan can have multiple business challenges and customer success managers can use this feature to track, categorize, and provide more context about their customer's business challenges.

Permission Sets

To use this feature, users must have one of the following permission sets assigned to their profiles:

  • To view, create, edit, and delete business challenge records: CSC - Customer Success
  • To view business challenge records: CSC - Participant User

For more information, see Assigning and Removing Permission Sets.

Managing Business Challenges

You can create, view, edit, and delete business challenges to manage their details efficiently.

Creating Business Challenges

You can create a business challenge and associate it with:

  • A new success plan. You can do this when creating a new success plan from either the Actions panel or Success Tracker.

  • An existing success plan. You can do this:

    • On the success plan's record page, in the Business Challenges related list in the Related tab
    • In the Business Challenges tab
    • In Success Tracker

A business challenge can only have one success plan associated with it. However, a success plan can have multiple business challenges.

You can specify a different category and notes for each business challenge. For more information, see Creating Business Challenges.

Viewing Business Challenges

Creating Business Challenges

You can create a business challenge and associate it with:

  • A new success plan. You can do this when creating a new success plan from either the Actions panel or Success Tracker.

  • An existing success plan. You can do this:

    • In the Related tab of the Business Challenges related list on the success plan's record page
    • In the Business Challenges tab
    • In Success Tracker

A business challenge can only have one success plan associated with it. However, a success plan can have multiple business challenges.

Viewing Business Challenges

You can view business challenges in the following ways:

  • View all business challenges in your org in the Business Challenges tab
  • View business challenges associated with a single success plan on its record page, in the Business Challenges related list in the Related tab

Editing Business Challenges

You can edit a business challenge:

  • On its parent success plan's record page, in the Business Challenges related list in the Related tab
  • In the Business Challenges tab
  • In Success Tracker

For more information, see Editing Business Challenges.

Deleting Business Challenges

You can delete a business challenge:

  • In the Create Success Plan and Edit Success Plan windows, when creating or editing the parent success plan of the business challenge that you want to delete
  • From the record page of the business challenge that you want to delete
  • In the Business Challenges tab
  • From the record page of the business challenge's parent success plan

For more information, see Deleting Business Challenges.