Using Success Tracker

Success Tracker provides a view of all of a success plan's related objectives, and their associated playbooks and playbook tasks, enabling you to view information about the progress, status, and relevant resources of the records at a glance. Records are displayed in a scheduler view providing you with a holistic overview of your success plan's related records and their dates.

Viewing Success Tracker

You can view Success Tracker in:

• The Success Tracker tab on a success plan record page. This tab is enabled by default.
• The Success Tracker tab on a workspace or record page that your administrator has added it to.
• The Success Plans tab on an account record page if your administrator has added it to the page.

We recommend that your administrator adds Success Tracker to the account record page. When the tracker is added to the account record page, the success plans associated with the account are at the top of the hierarchy and provide information about the success plans. For more information, see Customer Success Cloud Lightning Components and Success Tracker Lightning Component Fields.

Notes:

• Depending on your org configuration, Success Tracker might be enabled on additional pages and workspaces in Customer Success Cloud. For more information, contact your administrator.

• When accessing Success Tracker from a non-packaged Customer Success Cloud record page, Success Tracker displays the success plans, objectives, playbooks, and playbook tasks related to the record you are accessing Success Tracker from.
• When using Success Tracker on an app page, we recommended that you apply account filters to refine the records displayed.

Creating Success Tracker Records

Using Success Tracker, you can create:

• Blank objectives, playbooks, playbook tasks, and success plans
• Objectives, playbooks, and success plans from templates

To do this, click in the Success Tracker toolbar, and then click one of the following:

• Add Playbook Task, which enables you to create a playbook task in the Create Playbook Task window. You can associate new tasks with playbooks by populating the Playbook field. You can populate all the lookup fields as long as the valid object hierarchy is maintained. For more information, see About Playbook Tasks and Creating Playbook Tasks.
• Add Playbook, which enables you to create a playbook in the Create Playbook window. You can associate new playbooks with objectives by populating the Objective field. You can populate all the lookup fields as long as the valid object hierarchy is maintained. For more information, see About Playbooks and Creating Playbooks.
• Add Objective, which enables you to create an objective in the Create Objective window. You can associate new objectives with success plans by populating the Success Plan field. For more information, see About Objectives and Creating Objectives.
• Add Success Plan, which enables you to create a success plan in the Create Success Plan window. For more information, see About Success Plans and Creating Success Plans.

To automatically associate:

• A playbook, playbook task, or success plan record with an account, you must create the record from the account's record page.
• An objective, playbook, or playbook task record with a success plan, you must create the record from the success plan's record page.
• A playbook with an objective, you must create the record from the objective's record page.

Note:

The displayed fields might vary depending on whether your org uses custom record types. For more information, contact your administrator.

When creating a new objective, playbook, or 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. You can then 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.

Note:

If you want to select a deselected child record, you must first select the checkboxes of its parent records. Child record checkboxes are disabled until their parent record has been selected. For example, to include a playbook task, you must first select its top parent record in the hierarchy.

In the Select Records grid, you can:

• Click or next to a parent or child record to expand or collapse it
• Click or to collapse or expand all of the parent and child success plan and objective records
• Use the search bar to find a specific record

Viewing Records

You can change the scheduler view by selecting one of the following: Days, Weeks, Months, Quarters, or Years. To return to today's date, click Today.

To refresh the data displayed in Success Tracker, click .

To collapse or expand all of the records displayed, click or respectively.

To view information about the records displayed, select the record then click to open the Record Details panel.

You can use the search bar to search for a specific record. The returned result displays within the context of the hierarchy in Success Tracker.

The Progress column displays a visual of the progress and a percentage. It is determined differently for objectives, playbooks, and playbook tasks. For more information, see Success Tracker Lightning Component Fields.

To edit an objective, playbook, playbook task, or success plan record, select the record's checkbox and click . For more information, see Editing Success Tracker Records.

Tips:

• You can right-click:
  • A date column header to zoom, specify date ranges, and show current timeline.
  • A grid column header to sort and hide columns.
• You can hover over:
  • The progress bar to view information about a task's completeness.
  • An objective, playbook, or task in the calendar section to display its dates.
  • An icon in the Name column in the grid section to view a tooltip showing the related item's object name, for example: Success Plan, Objective, Playbook, or Playbook Task.
  • A partially displayed item name that exceeds the width of the Name column to view a tooltip showing the item's full name without having to resize the column.

Notes:

• Your last specified scheduler view is retained using local storage and displays when accessing the component using the same browser, on the same computer.
• When viewing an objective or playbook, the Resource cell displays the objective or playbook owner. When viewing a playbook task, the cell displays all resources assigned to the task.
• Records with no start and end date display in the list, but don’t display within the scheduler.
• For records that have a start date but no end date, the end date defaults to one day after the start date and displays in Success Tracker. Similarly, if the record has an end date but no start date, the start date defaults to one day before the end date and displays in Success Tracker.
• When using Success Tracker on a record page, and the record you're viewing is directly associated with a success plan, parent and child tasks that are associated with the record display in Success Tracker.
• When using Success Tracker on an account page, the success plans associated with the account you are viewing display in addition to their objectives, playbooks, and playbook tasks. Any playbooks and playbook tasks directly associated with the account display in the tracker.
• When using Success Tracker on an account page, the success plan's end date in the scheduler is determined by the latest date of any of its child records.
• When a success plan is directly associated with a playbook or a playbook task, the record displays directly below the success plan in the hierarchy.

Record Details Panel

The Record Details panel enables you to view relevant information to your selected record, such as:

• Any relevant record details, which differs depending on the record you are viewing. For example, you can view the account and next business review date associated with a success plan.
• The relevant description or summary associated with the record.
• A list of all associated records, such as playbooks and playbook tasks.
• The number of completed tasks across all related records in a progress bar.
• Notes on the task.

The record details panel enables you to edit some information on your selected record, such as:

• Mark tasks associated with records as complete from the objective, playbook, and playbook task level.
• Add notes to a task.

To mark tasks as complete, select a record and click . Then, select the tasks you want to mark as complete.

To enter notes on a task, select a task and click . Then, enter your notes in the Notes field.

Note:

Notes automatically save when you navigate away from the field.

Filtering Records

Filters enable you to focus the records displayed in Success Tracker so that only the records you want to view are displayed.

Note:

The Filters panel is not visible on packaged Customer Success Cloud record pages such as the account, playbook, playbook Task, success plan, or objective record pages.

To filter the data:

1. Click to show the Filters panel.
2. [Optional] Select the accounts you want to filter by.
3. Click Apply.
4. [Optional] To reset the selected filters to their default values, click Reset.
5. Click to hide the Filters panel.

Notes:

• If you click , the filters remain applied.
• Your last selected filter criteria display when you access the component on the same computer, using the same browser.
• Objectives are filtered based on the filtering of their parent success plans. If a parent success plan is filtered out in Success Tracker, the related objectives are also filtered out.
• If you don't have the appropriate permissions to the fields in the filter panel, you will not see the corresponding field. Contact your administrator.