CS Policy Overview

The CS Policy helps you manage information about policies, which are a defined set of instructions or methods established by CS leadership to guide standardized customer interactions and achieve strategic organizational goals. These policies, in turn, can help create playbooks. This is designed to serve as the core for policy driven dynamic playbooks. CS policy record contains policies defined by their name and description. There can be different versions of a CS policy. This enables playbooks to be dynamically tailored based on customer success managers' data, aligning actions with best practices and establishing guardrails for different customer success activities.

Note:

A CS Policy is valid only if it has at least a default and complete CS policy version.

You can create CS policies only using the Create CS Policy quick action, which is available from the Customer Success Administration page and any additional pages where you've added the CSC Administration component. You can view the CS policy version associated with a particular CS policy record by clicking on the Related tab.

For more information, see Customer Success Administration Overview and Creating CS Policies.