Creating Playbook Tasks

You can create playbook tasks using:

  • The Create Playbook Task action in the Actions panel, which is available on the Customer Success Management Workspace. This action might also be available from a record page if your administrator has added the Actions panel to the page.
  • The Add Task button in Success Tracker or Activity Tracker
  • The New list view button in the Playbook Tasks tab.
Note:

Fields in the Create Playbook Task window are customizable. Your administrator manages the visibility of these fields, such as Account, Parent Success Plan, Objective, Playbook, Status, Notes, Start Date, and End Date through field sets. Available fields vary based on your organization's requirements. For more information, see Playbook Task Field Sets.

 

To create a playbook task from Customer Success Management Workspace:

  1. Click Create Playbook Task in the Actions panel on the Customer Success Management Workspace. The Create Playbook Task window displays.
  2. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter a name for the new playbook task.

  4. [Optional] Complete the following fields:

    1. Select an account to associate with the playbook task.

    2. Select the My Accounts checkbox if you want to view only your accounts and their associated records.

    3. [Optional] Search for and select a product to associate with the playbook task. This field filters based on the closest parent record in the hierarchy to ensure you only see relevant options.

    4. Enter a duration in days for the playbook task.

    5. Select a start date for the playbook task.
    6. Select an end date for the playbook task.
    7. Select a success plan to associate with the playbook task.
    8. Select an objective to associate with the playbook task.
    9. Select a playbook to associate with the playbook task.
    10. Update the task status. The status is set to Draft by default.
    11. Select the resources that you want to assign to the task. The drop-down list displays the first five available resources, sorted alphabetically. You must search for and select any additional resources you want to assign to a task. You cannot assign a PSA resource to a playbook task.
    12. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
    13. Enter a description for the playbook task.
  5. Click Create.
Tip:

You can automatically populate the parent record fields on your new record with the values of another record. To do this, select the record whose field values you want to reuse, then click Actions in Success Tracker.

To create a playbook task from Success Tracker or Activity Tracker:

  1. Do one of the following:

  2. Click Actions and then click Add Task. The Create Playbook Task window displays.
  3. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  4. Enter a name for the new playbook task.

  5. [Optional] Complete the following fields:

    1. Select an account to associate with the playbook task.

    2. Select the My Accounts checkbox if you want to view only your accounts and their associated records.

    3. [Optional] Search for and select a product to associate with the playbook task. This field filters based on the closest parent record in the hierarchy to ensure you only see relevant options.

    4. Enter a duration in days for the playbook task.

    5. Select a start date for the playbook task.
    6. Select an end date for the playbook task.
    7. Select a success plan to associate with the task.
    8. Select an objective to associate with the playbook task.
    9. Select a playbook to associate with the playbook task.
    10. Update the task status. The status is set to Draft by default.
    11. Select the resources that you want to assign to the task. The drop-down list displays the first five available resources, sorted alphabetically. You must search for and select any additional resources you want to assign to a task. You cannot assign a PSA resource to a playbook task.
    12. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
    13. Enter a description for the playbook task.
  6. Click Create.

To create a playbook task from the Playbook Tasks tab:

  1. Click New in the Playbook Tasks tab. The New Playbook Task window displays.
  2. Select a record type for the new playbook task, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter a name for the new playbook task.

  4. [Optional] Complete the following fields:

    1. Select an account to associate with the playbook task.
    2. Select a success plan to associate with the playbook task.
    3. Select a playbook to associate with the playbook task.
    4. Select an objective to associate with the playbook task.
    5. Select a start date and time for the playbook task.
    6. Select an end date and time for the playbook task.
    7. Update the task status. The status is set to Draft by default.
    8. Select Completed if you want to mark the playbook task as completed.
    9. Select a resource role for the playbook task.
    10. Enter the number of hours required to complete the playbook task.
    11. Enter the resources assigned to the playbook task.
    12. Enter any notes for the playbook task. For more information about the formatting options available in the rich text editor, see the Salesforce Help.
    13. Enter a description for the playbook task.
  5. Click Save to save the playbook task or Save & New to save the playbook task and create a new one.