Creating Objectives

You can create objectives using:

  • The Create Objective 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 enables you to create either blank objectives or objectives from a template, as well as add objective KPIs and business challenges to your new objective.
  • The Add Objective button in Success Tracker. This enables you to create either blank objectives or objectives from a template, as well as add objective KPIs and business challenges to your new objective.
  • The New list view button in the Objectives tab. This enables you to create blank objectives only.
  • The Generate Objectives button found in the Success Tracker on a success plan record page. This generates objectives using AI.

Creating a Blank Objective

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

To create a blank objective from the Customer Success Management Workspace:

  1. Click Create Objective in the Actions panel on the Customer Success Management Workspace.
  2. Select a record type for the new objective, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Click Create Blank.
  4. Enter an objective name.

  5. [Optional] Complete the following fields:

    1. Enter an objective owner. The objective owner must be an active resource.
    2. Select a parent account to associate with the objective.

    3. Select the My Accounts checkbox if you want to view only your accounts and their associated records.

    4. Search for and select an opportunity for the objective. You can view opportunities related to the searched keyword. Enter at least two characters in the Opportunity field and click Show All Results for “ ” to open the Opportunity window. Then, select the opportunity that you want from the grid to add it to the Opportunity field. For more information, see Using Advanced Lookup.

    5. Select a success plan to associate with the objective.

    6. Search for and select one or more business challenges for the objective. You can view business challenges related to the searched keyword. Enter at least two characters in the Business Challenges field and click Show All Results for “ ” to open the Select Business Challenge window. Then, select the business challenges that you want from the grid and click Select to add them to the Business Challenges field. For more information, see Using Advanced Lookup.

    7. Enter a start date. By default, today's date is selected.
    8. Select Template if you want to save the objective as a template. Selecting or deselecting this field clears the selected success plan. When this field is selected, you can only associate an objective with a success plan record that has its respective Template field selected.
    9. Select a category for the objective.
    10. Select a type for the objective.
    11. Select a priority for the objective.
    12. Enter success criteria for the objective.
    13. Enter a summary for the objective.

  6. [Optional] Add one or more objective KPIs to the objective as follows:

    1. In the Objective KPIs grid, click Add KPI.
    2. Select a category for the objective KPI.
    3. Enter a description. This field is mandatory.
    4. Select a unit of measurement for the baseline, current, and target values.
    5. Enter a baseline value up to two decimal places.
    6. Enter a current value up to two decimal places.
    7. Enter a target value up to two decimal places.
    8. Select a target date.

      9. You can delete objective KPIs using Delete KPIs.

  7. Click Create.
Tip:

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.

To create a blank objective from Success Tracker:

  1. Navigate to Success Tracker. For more information, see Success Tracker Overview.
  2. Click Actions and then click Add Objective. The Create Objective window displays.
  3. Select a record type for the new objective, then click Next. This step is only applicable if your administrator has set up multiple record types.
  4. Click Create Blank.
  5. Enter an objective name.

  6. [Optional] Complete the following fields:

    1. Enter an objective owner. The objective owner must be an active resource.
    2. Select a parent account to associate with the objective.

    3. Select the My Accounts checkbox if you want to view only your accounts and their associated records.

    4. Search for and select an opportunity for the objective. You can view opportunities related to the searched keyword. Enter at least two characters in the Opportunity field and click Show All Results for “ ” to open the Opportunity window. Then, select the opportunity that you want from the grid to add it to the Opportunity field. For more information, see Using Advanced Lookup.

    5. Select a success plan to associate with the objective.

    6. Search for and select one or more business challenges for the objective. You can view business challenges related to the searched keyword. Enter at least two characters in the Business Challenges field and click Show All Results for “ ” to open the Select Business Challenge window. Then, select the business challenges that you want from the grid and click Select to add them to the Business Challenges field. For more information, see Using Advanced Lookup.

    7. Enter a start date. By default, today's date is selected.
    8. Select Template if you want to save the objective as a template. Selecting or deselecting this field clears the selected success plan. When this field is selected, you can only associate an objective with a success plan record that has its respective Template field selected.
    9. Select a category for the objective.
    10. Select a type for the objective.
    11. Select a priority for the objective.
    12. Enter success criteria for the objective.
    13. Enter a summary for the objective.

  7. [Optional] Add one or more objective KPIs to the objective as follows:

    1. In the Objective KPIs section, click Add KPI.
    2. Select a category for the objective KPI.
    3. Enter a description. This field is mandatory.
    4. Select a unit of measurement for the baseline, current, and target values.
    5. Enter a baseline value up to two decimal places.
    6. Enter a current value up to two decimal places.
    7. Enter a target value up to two decimal places.
    8. Select a target date.

      9. You can delete objective KPIs using Delete KPIs.

  8. Click Save.
Note:

If you want your objective to include objective KPIs, you can add them later. For more information, see Creating Objective KPIs. Alternatively, you can start creating the objective, and add objective KPIs in the Create Objective window, from either the Actions panel or Success Tracker.

To create a blank objective from the Objectives tab:

  1. Click New in the Objectives tab.
  2. Select a record type for the new objective, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter an objective name.

  4. [Optional] Complete the following fields:

    1. Enter an objective owner. The objective owner must be an active resource.
    2. Select a parent account to associate with the objective.
    3. Search for and select an opportunity for the objective. You can view opportunities related to the searched keyword. Enter at least two characters in the Opportunity field and click Show All Results for “ ” to open the Opportunity window. Then, select the opportunity that you want from the grid to add it to the Opportunity field. For more information, see Using Advanced Lookup.
    4. Select a success plan to associate with the objective.
    5. Select a start date.
    6. Select an end date.
    7. Update the objective's status. The status is set to Draft by default.
    8. Select a priority for the objective.
    9. Select a type for the objective.
    10. Select a category for the objective.
    11. Select Template if you want to save the objective as a template.
    12. Enter a summary for the objective.
    13. Enter success criteria for the objective.
  5. Click Save to save the objective or Save & New to save the objective and create a new one.

Creating an Objective from a Template

To create an objective from a template:

  1. Do one of the following to display the Create Objective window:
    • Click Create Objective in the Actions panel on the Customer Success Management Workspace.
    • Click Actions and then click Add Objective 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 an objective 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.
  3. Click Next.
  4. Enter an objective name.

  5. [Optional] Complete the following fields:

    1. Enter an objective owner. The objective owner must be an active resource.
    2. Select a parent account to associate with the objective.

    3. Select the My Accounts checkbox if you want to view only your accounts and their associated records.

    4. Search for and select an opportunity for the objective. You can view opportunities related to the searched keyword. Enter at least two characters in the Opportunity field and click Show All Results for “ ” to open the Opportunity window. Then, select the opportunity that you want from the grid to add it to the Opportunity field. For more information, see Using Advanced Lookup.

    5. Select a success plan to associate with the objective.

    6. Search for and select one or more business challenges for the objective. You can view business challenges related to the searched keyword. Enter at least two characters in the Business Challenges field and click Show All Results for “ ” to open the Select Business Challenge window. Then, select the business challenges that you want from the grid and click Select to add them to the Business Challenges field. For more information, see Using Advanced Lookup.

    7. Enter a start date. By default, today's date is selected.
    8. Select Template if you want to save the objective as a template. Selecting or deselecting this field clears the selected success plan. When this field is selected, you can only associate an objective with a success plan record that has its respective Template field selected.
    9. Select a category for the objective.
    10. Select a type for the objective.
    11. Select a priority for the objective.
    12. Enter success criteria for the objective.
    13. Enter a summary for the objective.

  6. [Optional] If the template contains objective KPIs, you can edit them by double-clicking. You can delete any objective KPIs that you do not need by selecting their checkboxes and clicking Delete KPIs. You can also add one or more objective KPIs to the objective as follows:

    1. In the Objective KPIs grid, click Add KPI.
    2. Select a category for the objective KPI.
    3. Enter a description. This field is mandatory.
    4. Select a unit of measurement for the baseline, current, and target values.
    5. Enter a baseline value up to two decimal places.
    6. Enter a current value up to two decimal places.
    7. Enter a target value up to two decimal places.
    8. Select a target date.
  7. [Optional] Check the target dates of the objective KPIs. You must update them manually if you have changed the objective's default start date.

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

    1. Click Next.
    2. The Templating Options and Objective Template Records section displays.
    3. For Templating Options, select Copy Playbook Skills and Skill Sets if you want to copy skills and skill sets from the playbook associated with the template.
    4. For Objective Template Records, deselect the checkboxes of the child records that you do not want to include in the objective.
    5. Edit the child record fields you want by double-clicking.
    6. Check the start and end dates for the selected records. If you have left the objective'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 objective.
  9. Click Create.
Note:

To copy skills from the source playbook to the target playbook when creating an objective from template, you require Create permission for the Playbook Skill object and Edit permission for the Playbook, Skill, Rating, and Skill Set fields on the Playbook Skill object.

Generating Objectives from a Success Plan with AI

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers.

To generate objectives from a success plan with AI:

  1. Go to a success plan record page.
  2. Click Add and then Generate Objectives.
  3. Select the objectives you want to create.
  4. Click Create.
Note:
  • Ten example objectives are provided to the AI for new objective generation, ensuring consistent style and no redundancy. These are sourced first from the success plan and then from associated business challenges if fewer than ten are available.