Auto-Allocating Resources to Accounts

Auto-allocation enables you to automatically allocate the most suitable resource pool member to an account. Only resource pool members with the same role and region as account's default account resourcing record can be automatically allocated to that account. There are two 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 account. The number of success plans is given priority over the number of playbooks.
  • Sequential Auto-Allocation Methodology: The resource that is next in line and has not been allocated to an account for a while is automatically allocated to the account.

When automatically allocating resources to accounts that have skills associated with them, the ranking criteria of the resources in the Available Resources depend on the following:

  1. Role: Resources with the role of customer success manager are ranked the highest.
  2. Account skills: Resources that match with the highest number of account skills selected in the Filters panel are ranked the highest.
  3. Success plans: Resources with the lowest number of active success plans are ranked higher.
  4. Playbooks: Resources with the lowest number of active playbooks are ranked higher.
Note:

If custom configuration is enabled for the Sequential Auto- Allocation Methodology in the CS Cloud Resource Allocation Settings, then auto-allocation is done using the Sequential Auto- Allocation Methodology.

An account resourcing record can only be used once to allocate a CS resource to an account. To allocate multiple CS resources to a single account, you must have multiple unassigned default account resourcing records associated with that account. When a resource is allocated or updated to an account, the Is Assigned field on the corresponding account resourcing record is selected. Additionally, a new Account Customer Success Resource is created for the newly allocated resource.

To automatically allocate resources to records, click Auto-Allocate on the record's Customer Success Owner tab of the record. The Allocated Resources table in the Customer Success Owner tab of the record is updated with the details of the allocated resource.

No resource is automatically allocated to the account record if the corresponding account resourcing record has:

  • No role associated with it
  • No resource pool as the same role or region mentioned
  • No members added to the resource pool
  • Is Assigned field already selected
  • Is Default field not selected