Auto-Allocating Resources to Success Plans

Auto-allocation enables you to automatically allocate the most-suitable resource pool member to a success plan record. Only resource pool members with the same role and region as the success plan can be automatically allocated to the record. Following are the ranking methodologies available for the auto-allocation of resources:

Ranking Methodology: The resource with the lowest number of active success plans and playbooks is ranked the highest and is automatically allocated to the success plan. The number of success plans is given priority over the number of playbooks.
Sequential Auto-Allocation Methodology: The resource that is next in the queue and has not been allocated to a success plan for a while is automatically allocated to the success plan.

Notes:

To use sequential auto-allocation, you must enable for Sequential Auto Allocation under the CS Cloud Resource Allocation Settings.
Resource allocation ranking calculation do not apply to success plans with Completed or Archived status.

If a resource is already allocated to the success plan, you can replace that resource using auto-allocation. The newly allocated resource will also automatically become the owner of the success plan record they are allocated to.

When a resource is created or updated on the success plan, a new success plan customer success record is created with the updated resource. The previous record is then marked inactive and assigned an end date corresponding to the change date.

To automatically allocate resources to records, on the Success Plan Owner tab of the success plan record, click Auto-Allocate. The following is updated with the details of the allocated resource: