Creating Playbook Tasks

You can create playbook tasks using:

  • The Create Playbook Task 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.
  • The Add Task button in Success Tracker.
  • The New list view button in the Playbook Tasks tab.

To create a playbook task from Customer Success Management Workspace:

  1. Click Create Playbook Task in the Actions panel on the Customer Success Management Workspace. The Create Playbook Task window displays.
  2. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter a name for the new playbook task.

  4. [Optional] Complete the following fields:

    1. Select an account to associate with the playbook task.
    2. Select the resources that you want to assign to the task. The drop-down list displays the first five available resources, 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.
    3. Select a playbook to associate with the playbook task.
    4. Select a start date for the playbook task. This date must be within the associated playbook's date range.
    5. Select an end date for the playbook task. This date must be within the associated playbook's date range.
    6. Select a parent success plan to associate with the playbook task.
    7. Select an objective to associate with the playbook task.
    8. Update the task status. The status is set to Draft by default.
    9. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
  5. Click Create.

To create a playbook task from Success Tracker:

  1. Navigate to Success Tracker. For more information, see Using Success Tracker.
  2. Click Actions and then click Add Task. The Create Playbook Task window displays.
  3. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  4. Enter a name for the new playbook task.

  5. [Optional] Complete the following fields:

    1. Select an account to associate with the playbook task.
    2. Select the resources that you want to assign to the task. The drop-down list displays the first five available resources, 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.
    3. Select a playbook to associate with the playbook task.
    4. Select a start date for the playbook task. This date must be within the associated playbook's date range.
    5. Select an end date for the playbook task. This date must be within the associated playbook's date range.
    6. Select a parent success plan to associate with the task.
    7. Update the task status. The status is set to Draft by default.
    8. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
  6. Click Create.

To create a playbook task from the Playbook Tasks tab:

  1. Click New in the Playbook Tasks tab. The New Playbook Task window displays.
  2. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter a name for the new playbook task.

  4. [Optional] Complete the following fields:

    1. Update the task status. The status is set to Draft by default.
    2. Select Completed if you want to mark the playbook task as completed.
    3. Select an account to associate with the playbook task.
    4. Select a parent success plan to associate with the task.
    5. Select a playbook to associate with the playbook task.
    6. Select an objective to associate with the playbook task.
    7. Select a start date and time for the playbook task. This date must be within the associated playbook's date range.
    8. Select a resource role for the playbook task.
    9. Enter the number of hours required to complete the playbook task.
    10. Select an end date and time for the playbook task. This date must be within the associated playbook's date range.
    11. Enter the resources assigned to the playbook task.
    12. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
    13. Enter a description for the playbook task.
  5. Click Save to save the playbook task or Save & New to save the playbook task and create a new one.