Business Challenges Overview

The Business Challenges feature enables you to understand the challenges that your customers are facing. Customer success managers can use this feature to track, categorize, and provide more context about their customer's business challenges. You can associate business challenges with success plans and objectives.

Notes:

  • A business challenge can have the following records associated with it:

    • A success plan
    • An opportunity
  • Success plans and objectives can have multiple business challenges associated with them

Permission Sets

To use this feature, users must have one of the following permission sets assigned to their profiles:

  • To view, create, edit, and delete business challenge records: CSC - Customer Success
  • To view, create, and edit business challenge records: CSC - Participant User

For more information, see Assigning and Removing Permission Sets.

Managing Business Challenges

You can create, view, edit, and delete business challenges to manage their details efficiently.

Creating Business Challenges

You can create a business challenge and associate it with:

  • A new success plan. You can do this when creating a new success plan from either the Actions panel or Success Tracker.

  • An existing success plan. You can do this:

    • Using the Create Business Challenge action in the Actions panel, which is available on the Customer Success Management Workspace. The Actions panel might also be available on the record pages that your administrator added it to. If you want to use the Actions panel on a specific record page, contact your administrator.
    • On the success plan's record page, in the Business Challenges related list in the Related tab
    • In the Business Challenges tab
    • In Success Tracker

You can specify a different category and notes for each business challenge. For more information, see Creating Business Challenges.

Business Challenge Creation Guidelines

These guidelines apply to associating business challenges with parent and child records:

  • You can automatically associate a new business challenge with the record you are viewing by creating the business challenge from the Actions panel on the record's page. For example, creating a business challenge from an objective record page automatically populates the Objective field with that objective. This also applies to creating business challenges from the success plan and opportunity record pages.
  • When selecting an opportunity for the business challenge, the account associated with the opportunity must match the account associated with the business challenge's success plan.
  • The selected success plan and opportunity must be associated with the same account. Alternatively, leave the success plan or opportunity blank.

  • The selected opportunity must be associated with the selected success plan. Alternatively, leave the opportunity or success plan blank.

These guidelines describe which fields and field values you can view and select when creating business challenges:

  • The available field values depend on the values selected in the fields of the record's parent objects.

  • When clearing selected values:

    • Clearing the selected opportunity also clears the selected objective and success plan.
    • Clearing the selected success plan also clears the selected objective.

    • This does not apply when creating an objective in the New Objective window.

  • The displayed opportunities, success plans, and objectives are filtered by your selection:

    • Selecting a success plan displays only its related objectives
    • Selecting an opportunity displays only its related objectives and success plans
Note:

The Actions panel might also be available on the record pages that your administrator added it to. If you want to use the Actions panel on a specific record page, contact your administrator.

Associating Business Challenges with Objectives

You can associate an existing business challenge with an objective when:

  • Creating a business challenge from the Actions panel
  • Creating an objective from the Actions panel or Success Tracker
  • Editing an objective from Success Tracker

For more information, see Associating Business Challenges with Objectives.

Tip:

To automatically associate a blank objective record with a business challenge, create the objective from the Actions panel on the business challenge's record page. This automatically populates the Business Challenges field on the new record with the business challenge you are currently viewing.The Actions panel might also be available on the record pages that your administrator added it to. If you want to use the Actions panel on a specific record page, contact your administrator.

Viewing Business Challenges

You can view business challenges in the following ways:

  • View all business challenges in your org in the Business Challenges tab
  • View business challenges associated with a single success plan on its record page, in the Business Challenges related list in the Related tab

Editing Business Challenges

You can edit a business challenge:

  • On its parent success plan's record page, in the Business Challenges related list in the Related tab
  • In the Business Challenges tab
  • In Success Tracker

For more information, see Editing Business Challenges.

Note:

Clearing the selected opportunity also clears the selected objective.

Deleting Business Challenges

You can delete a business challenge:

  • In the Create Success Plan and Edit Success Plan windows, when creating or editing the parent success plan of the business challenge that you want to delete
  • From the record page of the business challenge that you want to delete
  • In the Business Challenges tab
  • From the record page of the business challenge's parent success plan

For more information, see Deleting Business Challenges.