About Playbook Tasks

Customer Success Cloud

Playbook tasks define the individual work items that make up a playbook. You can also use them individually for pieces of work needing to be done at account, success plan, or objective level.

Viewing Playbook Tasks

You can view playbook tasks in:

You can view the playbook task assignment records associated with a playbook task in the Related tab of the playbook task's record page.

Creating Playbook Tasks

You can create playbook tasks using:

  • The Create Playbook Task 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 Task button in Success Tracker or Activity Tracker
  • The New list view button in the Playbook Tasks tab.

For more information, see Creating Playbook Tasks.

Note:

You must have:

  • Edit permissions for the Draft field to create playbook tasks
  • The correct permissions assigned to create playbook tasks in Success Tracker

For more information, see Setting up Customer Success Cloud.

You can automatically associate blank playbook task records with accounts, success plans, objectives, and playbooks.

Notes:

  • If the Actions panel is not enabled on the success plan, objective, playbook, or playbook task record page, contact your administrator.

  • The following fields can be automatically populated if you leave them blank:

    • Objective and Parent Success Plan, if you select a playbook for the playbook task
    • Parent Success Plan, if you select an objective for the playbook task
  • The available field values depend on the values selected in the fields of the record's parent objects.
  • Removing a field value of a related object also removes the field values of its child objects. This does not apply when creating a playbook task in the New Playbook Task window.

  • If you select a parent success plan for a playbook task, it must match the parent success plan of the playbook associated with the playbook task.

  • The account associated with the playbook task, playbook, and success plan must be the same.

  • The associated playbook or success plan must be associated with the same account as the playbook task. When the account associated with:

    • The playbook is different from the account associated with the task, the Account field updates with the account associated with the playbook. You can only associate one parent record in addition to the account. If you already have a success plan associated with the task, you must remove it to associate the playbook.
    • The parent success plan is different from the account associated with the task, the Account field updates with the account associated with the parent success plan. You can only associate one parent record in addition to the account. If you already have a playbook associated with the task, you must remove it to associate the success plan.
  • The start and end dates must be within the associated playbook's date range.
  • You can only associate playbook tasks with active 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.

  • The record type is automatically selected according to the default record type when creating a playbook task from:

    • The Playbook Tasks grid in the Create CS Activity window
    • The Playbook Task Portfolio Grid

For more information, see Setting up Customer Success Cloud.

Editing Playbook Tasks

You can edit playbook tasks from:

  • The Playbook Tasks tab
  • Success Tracker

For more information, see Editing Playbook Tasks.

When editing a playbook task:

  • The following fields can be automatically populated if you leave them blank:

    • Objective and Parent Success Plan, if you select a playbook for the playbook task
    • Parent Success Plan, if you select an objective for the playbook task
  • When editing a record, the available field values depend on the values selected in the fields of the record's parent objects. If no values are specified for any of the parent objects, associating the record with a parent object can automatically populate the remaining related object fields on the record. Removing a field value of a related object also removes the field values of its child objects.

  • If you select a parent success plan for a playbook task, it must match the parent success plan of the playbook associated with the playbook task.

Deleting Playbook Tasks

You can delete playbook tasks:

  • In the Playbook Tasks tab
  • On the record page of the playbook task that you want to delete
  • In the Playbook Tasks related list in the Related tab of the parent records of the playbook tasks that you want to delete
  • In the Playbook Task Manager