Business Challenges Overview

The Business Challenges feature enables you to understand the challenges that your customers are facing. Customer success managers can use this feature to track, categorize, and provide more context about their customer's business challenges. You can associate business challenges with success plans and objectives.

Notes:

• A business challenge can have the following records associated with it:

  • A success plan
  • An opportunity
• Success plans and objectives can have multiple business challenges associated with them

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

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

Note:

When selecting an opportunity for the business challenge, the account associated with the opportunity must match the account associated with the business challenge's success plan.

Associating Business Challenges with Objectives

You can associate an existing business challenge with an objective when:

• Creating an objective from the Actions panel or Success Tracker
• Editing an objective from Success Tracker

For more information, see Associating Business Challenges with Objectives.

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.