Creating Success Plans

You can create success plans using:

  • The following actions in the Actions panel, which is available on the Customer Success Management Workspace:

    • Create Success Plan: This enables you to create either blank success plans or success plans from a template, and add business challenges to new success plans.
    • Create Success Plan from Opportunity: This enables you to create a success plan from an opportunity. The new success plan inherits the business challenges and objectives related to the opportunity.

    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.

  • The Add Success Plan button in Success Tracker. This method enables you to create either blank success plans or success plans from a template, and add business challenges to new success plans.
  • The New list view button in the Success Plans tab. This enables you to create blank success plans only.

Creating a Blank Success Plan

You can create a blank success plan:

To create a success plan from the Customer Success Management Workspace:

  1. Click Create Success Plan in the Actions panel on the Customer Success Management Workspace.
  2. [Optional] Select a record type for the new success plan, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Click Create Blank.

  4. Enter a name for the success plan.

  5. [Optional] Complete the following fields:

    1. Select the success plan owner. The success plan owner must be an active resource. This field is automatically populated with the current user when one resource is assigned to the user.

    2. Select an account for the success plan.

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

    4. Select an effective date for the success plan. By default, today's date is selected.

    5. Select Template if you want to save the success plan as a template.
    6. Enter a summary of the success plan.
    7. Enter any challenges and risks for the success plan.

  6. [Optional] Add one or more business challenges to the success plan as follows:

    1. In the Business Challenges section, click Add KPI.

    2. Select a category for the business challenge.

    3. Enter notes for the business challenge.

      4. You can delete business challenges using Delete Business Challenges.

  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 success plan from Success Tracker:

  1. Navigate to Success Tracker. For more information, see Success Tracker Overview.
  2. Click Actions and then click Add Success Plan. The Create Success Plan window displays.
  3. [Optional] Select a record type for the new success plan, then click Next. This step is only applicable if your administrator has set up multiple record types.
  4. Click Create Blank.

  5. Enter a name for the success plan.

  6. [Optional] Complete the following fields:

    1. Select the success plan owner. The success plan owner must be an active resource. This field is automatically populated with the current user when one resource is assigned to the user.

    2. Select an account for the success plan.

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

    4. Select an effective date for the success plan. By default, today's date is selected.

    5. Select Template if you want to save the success plan as a template.

    6. Enter a summary of the success plan.

    7. Enter any challenges and risks for the success plan.

  7. [Optional] Add one or more business challenges to the success plan as follows:

    1. In the Business Challenges section, click Add KPI.

    2. Select a category for the business challenge.

    3. Enter notes for the business challenge.

      4. You can delete business challenges using Delete Business Challenges.

  8. Click Create.

To create a blank success plan from the Success Plans tab:

  1. Click New in the Success Plans tab.
  2. [Optional] Select a record type for the new success plan, then click Next. This step is only applicable if your administrator has set up multiple record types.

  3. Enter a name for the success plan.

  4. [Optional] Complete the following fields:

    1. Select the success plan owner. The success plan owner must be an active resource. This field is automatically populated with the current user when one resource is assigned to the user.

    2. Select an account for the success plan.

    3. Update the success plan status. The status is set to Draft by default.
    4. Select an effective date for the success plan.
    5. Select a next business review date for the success plan.
    6. Select a last business review date for the success plan.
    7. Select Template if you want to save the success plan as a template.

    8. Enter a summary of the success plan.

    9. Enter any challenges and risks for the success plan.
  5. Click Save to save the success plan or Save & New to save the success plan and create a new one.

Creating a Blank Success Plan from an Opportunity

To create a success plan from an opportunity:

  1. Click Create Success Plan from Opportunity in the Actions panel on the Customer Success Management Workspace.
  2. [Optional] Select a record type for the new success plan, then click Next. This step is only applicable if your administrator has set up multiple record types.

  3. Enter a name for the success plan.

  4. Select an opportunity for the success plan.

  5. [Optional] Complete the following fields:

    1. Select an account for the success plan.

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

    3. Select the success plan owner. The success plan owner must be an active resource. This field is automatically populated with the current user when one resource is assigned to the user.

    4. Select an effective date for the success plan. By default, today's date is selected.

    5. Enter a summary of the success plan.

  6. Click Create.

Generating a Success Plan from an Opportunity 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 a success plan from an opportunity using AI:

  1. Go to an opportunity record page.

  2. Go to the Actions list.

  3. Click Generate Success Plan from Opportunity.

  4. Review the Summary and Challenges and Risks fields. These are AI-generated based on data retrieved from Account, Opportunity, and Business Challenges.

  5. [Optional] Make changes to your summary or challenges and risks.

  6. Click Create.

Note:

The Generate Success Plan from Opportunity action is only available in Opportunity record pages.

Creating a Success Plan from a Template

To create a success plan from a template:

  1. Do one of the following to display the Create Success Plan window:
    • Click Create Success Plan in the Actions panel on the Customer Success Management Workspace.
    • Click Actions and then click Add Success Plan 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. [Optional] Select a record type for the new success plan, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Select a success plan 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.
  4. Click Next.

  5. Enter a name for the success plan.

  6. [Optional] Complete the following fields:

    1. Select the success plan owner. The success plan owner must be an active resource. This field is automatically populated with the current user when one resource is assigned to the user.

    2. Select an account for the success plan.

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

    4. Select an effective date for the success plan. By default, today's date is selected.

    5. Select Template if you want to save the success plan as a template.

    6. Enter a summary of the success plan.

    7. Enter any challenges and risks for the success plan.

  7. [Optional] Add one or more business challenges to the success plan as follows:

    1. In the Business Challenges section, click Add KPI.

    2. Select a category for the business challenge.

    3. Enter notes for the business challenge.

      4. You can delete business challenges using Delete Business Challenges.

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

    1. Click Next.
    2. The Templating Options and Success Plan 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 Success Plan Records, deselect the checkboxes of the child records that you do not want to include in the success plan.
    5. Edit the child record fields you want by double-clicking.

    6. You can also edit, create, and delete objective KPIs by clicking Menu next to an objective, and then clicking Edit Objective KPIs. When the Edit Objective KPIs window displays, you can do the following in the Objective KPIs grid:

      • To edit an objective KPI, double-click any of its fields, then enter or select the information you want.
      • To create an objective KPI, click Add KPI, then enter or select the information you want.
      • To delete an objective KPI, select the objective KPI that you want to delete, then click Delete KPIs. You can select and delete multiple objective KPIs at once.
    7. Check the start and end dates for the selected records. If you have left the success plan's effective 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 an effective date for the success plans.
  9. Click Create.
Note:

To copy skills from the source playbook to the target playbook when creating a success plan from template, you must have the Create permission for the Playbook Skill object and Edit permission for the Playbook, Skill, Rating, and Skill Set fields on the Playbook Skill object.