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.

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

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.
  • The Add Success Plan button in Success Tracker. This method enables you to create either blank success plans or success plans from a template.
  • 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, contact your administrator.

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
  • 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 child records. You can edit the Name, Start Date, and End Date fields. The Resources field is read-only.

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. The success plans are displayed in separate cards by default.
  • 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. However, success plan records created from templates do not inherit the information stored in the Resources field of the templates' child 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 depending on whether 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, the administrator must add it to the necessary page layouts.

  • If there are no record types available in your org for the Objective, Playbook, 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 depending on whether your org uses custom record types. For more information, contact your administrator.

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

Deleting Success Plans

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