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.
• When accessing Success Tracker from a customer success segment record page, Success Tracker only displays records associated with accounts that are related to the segment you are currently accessing Success Tracker from.

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.

Associating Records with Parent Records

To automatically associate:

• A playbook, playbook task, objective, 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.

Creating Records from Templates

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.
• 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.

• Edit the child records inherited from the template. When adding resources to new child records, ensure that the resources you want to add are active and are not PSA resources. You can add a single resource to objectives and playbooks, and multiple resources to playbook tasks.

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
• Double-click a cell in the grid and edit its value

Note:

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

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.

Viewing Record Details

The Record Details panel enables you to view and update additional information for the record you select. To open the Record Details panel, select a record in Success Tracker and click .

Viewing Record Information

In the Record Details panel, you can view the relevant details of the record you are viewing. For example, you can view:

• The description or summary of the record
• A list of all the related records, such as objective KPIs, playbooks, and playbook tasks
• The number of completed playbook tasks across all the related records in the progress bar
• Notes on playbook tasks

The panel has the following collapsible sections:

• Details
• Progress
• Objective KPIs
• Notes
• Related

Notes:

• The sections displayed in the Record Details panel depend on the record you select.
• The Related section is displayed only when the selected record has child records.
• The Objective KPIs section is displayed only when you have selected an objective record.
• The Notes section is displayed only when you have selected a playbook task record.

Updating Record Information

The Record Details panel enables you to edit some of the information on your selected record.

Marking Playbook Tasks as Complete

You can mark playbook tasks associated with your records as complete at the objective, playbook, and playbook task level in the Record Details panel. To mark a task as complete, do one of the following:

• With a playbook or objective record selected, click , and then select the checkboxes of the tasks that you want to mark as complete in the Related section.
• With a playbook task record selected, click , and then select the Completed checkbox in the Details section.

Adding Notes to Playbook Tasks

You can add notes to a playbook task from the Record Details panel. To add notes on a task, select a task and click . Then, enter your notes in the Notes section. For more information about the formatting options available in the rich text editor, see the Salesforce Help. Notes automatically save when you navigate away from the editor.

Editing, Adding, and Deleting Objective KPIs

You can edit, add, and delete objective KPIs from the Record Details panel. For more information, see About Objectives

Filter Sets

Filter sets enable you to save collections of applied filters, so that you can quickly apply them to Success Tracker. You can create and edit your own filter sets, as well as apply any that you have sharing access to. For more information about creating filter sets from Success Tracker, see Creating Filter Sets.

You can click to manage your own filter sets and any filter sets you have sharing access to. This enables you to edit, delete, and set and remove filter sets as the default one applied. For more information about managing filter sets from Success Tracker, see Managing Filter Sets.

Filtering Records

Filters enable you to focus the records displayed in Success Tracker so that only the records you want to view are displayed. For more information about the fields available in the Filters panel, see Success Tracker Lightning Component Fields.

Tip:

You can select a filter set from the Saved Filters field to quickly apply a set of filters.

To filter the data:

1. In Success Tracker, click to show the Filters panel.
2. [Optional] Select a saved filter set, then click Apply.
3. [Optional] Search for and select the accounts you want to filter by.
4. [Optional] Search for and select the customer account segments you want to filter by.
5. [Optional] Search for and select the CS cloud resources whose tasks you want to view.
6. [Optional] Select the status of the tasks that you want to view.
7. [Optional] Select whether you want to view completed tasks.
8. Click Apply to apply the selected filters. To reset the filters to their default values, click Reset.
9. 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.
• When filtering by customer success segment, only accounts with active account segment records display.
• If you don't have the appropriate permissions to a field in the filter panel, you can't view the corresponding field. Contact your administrator.

• Depending on the location of the Filters panel, some of the sections and fields might be hidden as follows:

  • The General section on account, objective, playbook, playbook task, and success plan record pages
  • The Segment field on customer success segment pages