Setting Up Object and Field Tracking for Activity Tracker
We recommend that you set up object and field tracking to enable users to see activity history for supported objects and fields with tracking enabled in the Activity Tracker component.
Ensure that all users that are customer success managers are correctly linked with a CS Cloud Resource record.
To create account customer success resource records for custom Salesforce user fields on the account record page that surface the account customer success manager, enter and run the following code in developer console.
final Integer MAX = 5000; List<Account> accounts = [ SELECT Id, Your_CSM_User_Lookup__c FROM Account WHERE Your_CSM_User_Lookup__c != NULL AND Id NOT IN( SELECT csc__Account__c FROM csc__Account_Customer_Success_Resource__c ) LIMIT :MAX ];
Assert.isFalse(accounts.isEmpty(),'No Account Customer Success Resources to create.');
For more information about executing Anonymous Apex Code, see the Salesforce Help.
Migrating Deprecated Customer Success Metric Data
If you are using deprecated Customer Success Metric data, such as thresholds and weightings, you must migrate it to a default customer success segment. To do it, you must run the following code in the Developer Console.
// Migrating deprecated Customer Success Metric data, such as thresholds and weightings, to a default Customer Success Segment.
// Change Start Date for Account Customer Success Segment objects to your preferred value. final Date startDate = Date.newInstance(2024, 1, 1);
// Create a default Customer Success Segment.
final List<csc__Customer_Success_Segment__c> defaultSegments = [ SELECT Name FROM csc__Customer_Success_Segment__c WHERE Name = 'Default Segment' ]; // Error out if script is being run repeatedly. Assert.isTrue(defaultSegments.isEmpty(), 'Expected no existing default segments.');
final csc__Customer_Success_Segment__c defaultSegment = new csc__Customer_Success_Segment__c( Name = 'Default Segment' );
insert defaultSegment;
final Id segmentId = defaultSegment.Id;
// Retrieve data from deprecated fields.
final List<csc__Customer_Success_Metric__c> metrics = [ SELECT Name, csc__Description__c, csc__Lower_Threshold__c, csc__Metric_Type__c, csc__Upper_Threshold__c, csc__Weighting__c FROM csc__Customer_Success_Metric__c ];
// Build and insert Customer Success Segment Metrics looking up to default Customer Success Segment.
final List<csc__Customer_Success_Segment_Metric__c> segmentMetrics = new List<csc__Customer_Success_Segment_Metric__c>();
for (csc__Customer_Success_Metric__c metric : metrics) { final csc__Customer_Success_Segment_Metric__c segmentMetric = new csc__Customer_Success_Segment_Metric__c( csc__Customer_Success_Metric__c = metric.Id, csc__Customer_Success_Segment__c = defaultSegment.Id, csc__Lower_Threshold__c = metric.csc__Lower_Threshold__c, csc__Upper_Threshold__c = metric.csc__Upper_Threshold__c, csc__Weighting__c = metric.csc__Weighting__c ); segmentMetrics.add(segmentMetric); }
insert segmentMetrics;
// Delete deprecated field values from Customer Success Metrics.
You can add the CSC Playbook Task Portfolio Grid component to your existing Experience Cloud site to enable your customers to view and edit playbook tasks.
When using the Playbook Task Portfolio Grid on your Experience Cloud site the following buttons are not available:
You can configure your Experience Cloud site permissions to control how your customers can interact with playbook tasks. Permissions can restrict some of the functionality, enabling you to protect your data while still enabling the customer to view their tasks, and perform permitted actions enforced by your permission configuration.
You can decide which objects to give your users access to. You must create sharing sets to share the records with your users. A user can only see an object if their profile allows them at least read-only access to it.
To create a sharing set, Navigate to Setup | Feature Settings | Digital Experiences | Settings. For information on how to create a sharing set, search for “Set Up Sharing Sets” in the Salesforce Help.
To share records with your users:
On the Sharing Set Edit page, enter a label in the Label field and accept the default Sharing Set Name. Label is the sharing set label as it appears on the user interface. The Sharing Set Name is the unique name used by the API.
Select the profiles of the users to whom you want to provide access: Customer Community Plus User or Partner Community User.
Select the following objects to grant users access to them:
Playbook
Playbook Task
From the Configure Access section, click Edit next to the Playbook object. The Access Mapping for Playbook window opens. Select the following values from the fields displayed:
User: "Account"
Target Project: "csc__Account__c"
Access Level: "Read Only"
Click Save.
The following table details the minimum required object permissions for a Community user to have access to playbooks and playbook tasks:
Minimum Required Object Permissions for Community Users
Object
Minimum Permission
Playbook
Read
Playbook Task
Read
Create Custom Record Types and Assign Page Layouts
You can create custom record types in the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects for specific user profiles and then assign specific page layouts to the new record types. This enables you to control what record types users can create, and what associated fields they can view when creating:
A CS activity in the Create CS Activity window or from the CS Activities tab
An objective in the Create Objective window or from the Objectives tab
A playbook in the Create Playbook window or from the Playbooks tab
A playbook task in the Create Playbook Task window or from the Playbook Tasks tab
A success plan in the Create Success Plan window or from the Success Plans tab
The same associated fields are then also displayed when editing a record in Activity Tracker or Success Tracker, as well as in the CS Activities, Objectives, Playbooks, Playbook Tasks, and Success Plans tabs.
Using custom record types and page layouts ensures that a user can only:
Create a specific type or types of records, depending on the record types assigned to their profile
Populate and edit specific fields of a record as well as select specific picklist values, depending on the page layout assigned to the record type they are creating
When creating new record types and page layouts, consider the following:
The default record type is always displayed first when creating a record.
If only one record type has been created for an object, users do not need to select a record type when creating a record.
If no record types are available for either a user profile or the currently logged user, the creation windows display the fields according to the Master record type page layout assignment of that record type. This is also the case when the record field in an edit window is blank.
A single page layout can be assigned to more than one record type.
To display the Record Type field in the creation windows, you 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.
You can modify the Record Types and Page Layout Assignments settings by navigating to Setup | Profiles | System Administrator | Object Settings. For more information, see the Salesforce Help.
Customize the Creation and Edit Windows
Administrators can use the fields of the CS Cloud Create/Edit Field Set Settings custom setting to control the behavior of field sets in the creation and edit windows in Customer Success Cloud. This includes both creating blank records and creating them from templates. Customizing field sets in the creation and edit windows helps reduce the time necessary for customer success managers to make changes in Customer Success Cloud via the Actions panel, Activity Tracker, and Success Tracker.
SECTIONS
. The Components panel opens.