Expansion Opportunities Overview

An expansion opportunity records a potential area of growth within a customer account that you want to track as part of your customer success work. You can associate an expansion opportunity with an account, a success plan, an objective, and one or more products, and convert it into a Salesforce opportunity when it's ready to hand over to Sales.

Permission Sets

Standard permission sets grant user permissions as follows:

  • Viewing, creating, editing, and deleting expansion opportunities: CSC - Customer Success
  • Viewing expansion opportunities only: CSC - Participant User

For more information, see Assigning and Removing Permission Sets.

Creating Expansion Opportunities

You can create expansion opportunities using:

  • The Create Expansion Opportunity action in the Actions panel on record pages, if your administrator has added the Actions panel to the page.
  • The New list view button in the Expansion Opportunities tab.
  • The Generate Expansion Opportunity action on a work suggestion.
  • The Suggested Expansion Opportunities section tab on an account summary.

The Account, Success Plan, and Objective fields are linked. If you clear the Account, the Success Plan and Objective fields are also cleared. If you clear the Success Plan, the Objective field is cleared. For more information, see Creating Expansion Opportunities.

Editing Expansion Opportunities

You can edit an expansion opportunity from the Expansion Opportunities tab or from its record page. For more information, see Editing Expansion Opportunities.

Deleting Expansion Opportunities

You can delete an expansion opportunity you no longer need from the Expansion Opportunities tab or from its record page. For more information, see Deleting Expansion Opportunities.

Identifying Expansion Opportunities

You can identify potential expansion opportunities for an account directly from its record page. The suggestions are saved as work suggestions that you can review and act on. For more information, see Identifying Expansion Opportunities.

Creating a Salesforce Opportunity from an Expansion Opportunity

When an expansion opportunity is ready for Sales, you can convert it into a Salesforce opportunity. For more information, see Creating Opportunities From Expansion Opportunities.

If your administrator has enabled the Enable Opportunity Window Product Field setting in the CS Cloud Expansion Opportunity Settings custom setting, any products associated with your expansion opportunity are automatically created as opportunity line items in the new Salesforce opportunity. If the Price Book field is included in the window, you can select a specific price book for the opportunity line items. If it isn't included, the organization's standard price book is used. The fields available when you create the opportunity are determined by the Create Opportunity Fields field set, which your administrator configures.

An expansion opportunity instance record is created automatically to link the expansion opportunity to the new Salesforce opportunity. You can view this link in the Expansion Opportunity Instances related list on the expansion opportunity record. For more information, see Expansion Opportunity Instance Overview.