Customizable Lightning Components

We recommend that you customize Customer Success Cloud with the following recommendations.

Recommended Customizations

Account Page

We recommend that you make the following customizations to the Account page so that the data relevant to Customer Success Cloud is easily accessible from the Account page.

Add the CSC Success Tracker to the Account page. For more information about Adding Components to a Lightning Page, see Customer Success Cloud Lightning Components.

Add the CSC Activity Tracker to the Account page. For more information about Adding Components to a Lightning Page, see Customer Success Cloud Lightning Components.

  1. In Setup | Object Manager, click Account.
  2. Click Compact Layouts.
  3. Click New and enter a label and name for the layout. For example, enter CSM Account View and CSM_Account_View in the label and name field respectively.
  4. Add the following fields to the layout:
    • Type
    • Phone
    • Website
    • Account Owner
    • Account Site
    • Industry
  5. Click Save.
  6. From the Compact Layouts page, click Compact Layout Assignment and select the layout you just created.

For more information about this component and for a description of these fields, see the Salesforce Help.

In object manager, add the Playbooks related list to the Account page layout. For more information about adding related lists to page layouts, see the Salesforce Help.

In object manager, add the CS Activities related list to the Account page layout. For more information about adding related lists to page layouts, see the Salesforce Help.

In object manager, add the Account Customer Success Resources related list to the Account page layout, so that you can create records for the Account Customer Success Resource object quickly and efficiently. For more information about adding related lists to page layouts, see the Salesforce Help.

In object manager, add the Activity Contacts related list to the Contact page layout. For more information about adding related lists to page layouts, see the Salesforce Help.

Add the CSC Actions: Playbooks component to the Account page. For more information about adding components to a lightning page, see Customer Success Cloud Lightning Components.

Activity Tracker

We recommend adding the Activity Tracker to the Customer Success Management Workspace and any additional record pages. The tracker enables you to view activity information from the last 12 months at a glance, and provides updates for all supported objects and fields that have tracking enabled. When added to a record page, the tracker only displays activities that are related to the account of the record page you are currently viewing.

Add the CSC Activity Tracker to the Customer Success Management Workspace and any additional record pages. For more information about adding components to a Lightning page, see Customer Success Cloud Lightning Components.

To view the most relevant information in the Activity Tracker, we recommend enabling tracking for the following supported objects and fields:

Supported Objects

 Supported By Fields
Account Activity history
  • Account Owner
  • Annual Revenue
Objective Activity history, upcoming activities
  • Category
  • End Date
  • Objective Owner
  • Objective Type
  • Priority
  • Start Date
  • Status
  • Success Plan
Opportunity Activity history
  • Close Date
  • Stage
Playbook Activity history, upcoming activities
  • Account
  • Active
  • End Date
  • Objective
  • Playbook Owner
  • Playbook Status
  • Stage
  • Team
Playbook Task Activity history, upcoming activities
  • Completed
  • Flagged
  • Status
Success Plan Activity history, upcoming activities
  • Account
  • Effective Date
  • Next Business Review
  • Status
  • Success Plan Owner
Note:

When you enable tracking for an object not listed in the recommended list, no data displays in the Activity Tracker, however if you enable tracking for an unlisted field, information pertaining to that field's history does display.

For more information about enabling object and field tracking, see the Salesforce Help.

Account Health Score Dashboard

We recommend adding the Account Health Score Dashboard to the customer success segment record page and account record page and adding filters so that the results are context sensitive to the page you're currently viewing.

To add the Account Health Score dashboard to the customer success segment record page, complete the following steps:

  1. Open the Lightning App Builder from a customer success segment record page.
  2. Add the CRM Analytics Dashboard component to the record page.
  3. In the Properties pane CRM Analytics Dashboard, select Account Health Score.
  4. Set the component height. We recommend 300 pixels.
  5. In the Dashboard Filters section, click Add dashboard Filter. Populate the fields as follows:
    1. Data Source: Metrics
    2. Data Source: Segment ID
    3. Operator: Equals
  6. In the Object Field section, click Select. The Select Object Field window opens.
  7. Select Record ID from the Select Field picklist.
  8. Click Done.
  9. Click OK in the filters window.
  10. Click Save in the Lightning App Builder to save your changes to the page layout.

To add the Account Health Score dashboard to the account record page, complete the following steps:

  1. Open the Lightning App Builder from an account record page.
  2. Add the CRM Analytics Dashboard component to the record page.
  3. In the Properties pane CRM Analytics Dashboard, select Account Health Score.
  4. Set the component height. We recommend 300 pixels.
  5. In the Dashboard Filters section, click Add dashboard Filter. Populate the fields as follows:
    1. Data Source: Metrics
    2. Data Source: Account ID
    3. Operator: Equals
  6. In the Object Field section, click Select. The Select Object Field window opens.
  7. Select Account ID from the Select Field picklist.
  8. Click Done.
  9. Click OK in the filters window.
  10. Click Save in the Lightning App Builder to save your changes to the page layout.