About CS Activities

CS activities enable you to record individual interactions with your customer accounts, such as:

A meeting that is scheduled to take place in the future
Any notes taken during a meeting that has already taken place

Viewing CS Activities

You can view CS activities in:

Activity Tracker. For more information, see Using Activity Tracker
The CS Activities tab

You can view the activity contacts associated with a CS activity in the Related tab of the CS activity's record page.

Note:

The activities that you create are linked to accounts in your org. If you delete an account associated with a CS activity, the CS activity is not deleted but it is no longer associated with the account.

Creating CS Activities

You can create CS activities using:

The Create CS Activity 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 CS Activity button in Activity Tracker.
The New list view button in the CS Activities tab.

For more information, see Creating CS Activities.

When creating CS activities:

You must select an account for the CS activity. To associate the CS activity with a success plan, objective, or playbook, the accounts of the CS activity and the success plan, objective, or playbook must be the same.
You can associate activities with internal contacts, such as team members, and external contacts, such as stakeholders from your customer’s organization.

Some of the CS activity fields can be automatically populated if you create CS activities:

From an account record page, then the Account field is automatically populated with the account that the CS activity is created from. This can be edited if required. If you change the account associated with the CS activity's parent success plan, the account on the CS activity is automatically updated.
From a success plan page, then the following fields are automatically populated based on the respective fields of the success plan that the CS activity is created from:
- Success Plan
- Account

These fields can be edited if required.

From an objective record page, then the Account, Objective, and Success Plan fields are automatically populated with:
- The objective that the CS activity is created from
- The account, playbook, and success plan associated with the objective
From a playbook record page, then the Account, Objective, Playbook, and Success Plan fields are automatically populated with:
- The playbook that the CS activity is created from
- The account, objective, and success plan associated with the playbook

Notes:

If you do not select:
- An account, but select a success plan, objective, or playbook, the Account field is automatically populated with the account of the selected success plan, objective, or playbook.
- A success plan, but select an objective or playbook, the Success Plan field is automatically populated with the account of the selected objective or playbook.

If a CS activity is only associated with a playbook, the Success Plan field is automatically populated with the playbook's success plan.
The available success plans are automatically filtered by the selected account. The available objectives are automatically filtered by the selected success plan, or by the selected account if no success plan is selected. The available playbooks are automatically filtered by the selected account, success plan, and objective.
CS activities cannot be included in template success plans, template objectives, and template playbooks.

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 if 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, your administrator must add it to the necessary page layouts.
If there are no record types available in your org for the CS Activity, Objective, Playbook, Playbook Task, 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 CS Activities

You can edit CS activities in one of the following ways:

From the CS Activities tab
From Activity Tracker

For more information, see Editing CS Activities.

Notes:

To edit the Contact and Type fields, you must edit CS activities from Activity Tracker.
Customer success managers can edit CS activities from Activity Tracker if their administrator has assigned the Account Layout page layout to the Customer Success Manager profile in the Account object.