Creating Playbooks

Customer Success Cloud

You can create playbooks using:

  • The Create Playbook 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. This method enables you to create either blank playbooks or playbooks from a template.
  • The Add Playbooks button in Success Tracker. This method enables you to create either blank playbooks or playbooks from a template.
  • The New list view button in the Playbooks tab. This enables you to create blank playbooks only.

Creating a Blank Playbook

You can create a blank playbook in one of the following ways:

Creating a Playbook from a Template

To create playbooks from templates, you must have the correct permissions assigned. For more information, contact your administrator.

To create a playbook from a template:

  1. Do one of the following to display the Create Playbook window:
    • Click Create Playbook in the Actions panel on the Customer Success Management Workspace.
    • Click Actions and then click Add Playbook in Success Tracker. You can automatically populate the parent record fields on your new record with the values of another record. To do this, select the record whose field values you want to reuse, then click Actions in Success Tracker.
  2. Select a record type for the new playbook, then click Next. This step is only applicable if your administrator has set up multiple record types. The displayed fields might vary if your org uses custom record types. For more information, contact your administrator.
  3. Select a playbook template. To search for a specific template, use the search bar. You can switch between views using Cards and Lists. To refresh the template information, click Reload.
  4. Click Next.
  5. Enter a name for the playbook.

  6. [Optional] Complete the following fields:

    1. Enter a playbook owner. The playbook owner must be an active resource.
    2. Select an account for the playbook. When creating a playbook from an account, objective, or success plan record page, the Account field is automatically populated with the account associated with the record you are creating the playbook from.
    3. Select a success plan to associate with the playbook. You cannot select a success plan if you have selected an objective for the playbook.
    4. Select an objective to associate with the playbook. You can only associate one parent record with the playbook in addition to the account. This can be either an objective or a success plan.
    5. Select a start date for the playbook. By default, today's date is selected.
    6. Select Template if you want to save the playbook as a template. Selecting this field clears the selected success plan and objective. When this field is selected, you can only associate a playbook with any objective and success plan records that have their respective Template fields selected.
    7. Select a team for the playbook. If you do not select a team during playbook creation, adding resources to the team using team manager automatically creates and associates a team with the playbook.
    8. Enter a description for the playbook.

  7. [Optional] If the template you selected contains child records:

    1. Click Next. The Select Records grid displays.
    2. Deselect the checkboxes of the child records that you do not want to include in the playbook.
    3. Edit the child record fields you want by double-clicking.
    4. Check the start and end dates for the selected records. If you have left the playbook's start date blank, the start and end dates of the template are used for the selected records. To update the start and end dates, you must set a start date for the playbook.
  8. Click Create. Playbooks are automatically marked as Active after creation.