Creating CS Policies

You can only create CS policies using the Create CS Policy button, which is available from the Customer Success Administration app page and any additional pages where you've added the CSC Administration component.

To create a CS policy:

  1. Open the Customer Success Administration page.
  2. Click Create CS Policy.
  3. Enter a name for the CS policy.
  4. Select a type for the CS policy.
  5. Enter a description for the policy.
  6. Enter the policy content, describing the triggering events and the actions to take in response.
  7. Click Next.
  8. Review the Execution Instructions field. This is AI-generated based on the information provided in step 3 and tailored to the selected policy type.
  9. [Optional] Make changes to your execution instructions, or click Back to make changes to policy content and regenerate.
  10. Click Create.
Note:

If there is an error generating the CS policy after clicking Next at step 4, you are redirected to step 3.

For more information, see CS Policy Fields and CS Policy Version Fields.

Sample Policy Content

This sample policy content demonstrates the structure and elements of an effective policy designed to achieve optimal results and facilitate the generation of dynamic playbooks.

Policy Content Field Example
Field Example Content
Policy Name Health Score Management and Drop Playbook
Policy Content Defines the CSM playbook for Health Score triggers. If Health Score is 'Yellow' ($\ge 50$ and $< 70$), CSM must outreach within 5 business days and review the account health plan. If Health Score is 'Red' ($< 50$), CSM must outreach within 3 business days, create a recovery plan within 10 business days, and escalate to the customer success lead. The goal is to restore the score to 'Healthy' ($\ge 70$) within 90 days.