SECTIONSCS 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 to specific criteria, such as the industry of the account. When a playbook is created, the AI interprets the policy content against specific triggering events to generate context-aware tasks, creating actions well suited for the customer without the need for administrators to manually code every "if/then" branch.
Each CS policy has a type that determines what the policy is used for. Playbook policies drive the generation of dynamic playbooks, while Expansion Opportunity policies drive the identification of cross-sell expansion opportunities. You select the type when creating the policy.
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.
Each CS policy has a type that determines how its execution instructions are generated. Select Playbook for policies that drive dynamic playbook generation, or Expansion Opportunity for policies that surface expansion opportunities for products on an account. The CS policy version's Execution Instructions field is generated to match the selected type.
For more information, see Customer Success Administration Overview and Creating CS Policies.