About Customer Overview

The customer overview feature acts as a top-level anchor to group accounts and their associated hierarchies. As a customer success manager, you can use this feature to create a parent entity that consolidates multiple accounts, providing a unified structure for managing multiple customer relationships. Every customer overview must be associated with an account to establish this organizational link.

These updates improve data management efficiency by providing a singular grouping for disparate records across the workspace. Access to create and manage these records is controlled through the CSC Customer Success permission set.

Customer Overview Account

This is a junction object that helps customer success managers to store the relationship between Account and Customer Overview Objects. This enables the CSMs to identify which account is associated with which customer overview record.

Allocating Resources to Customer Overviews

You can allocate CS Cloud resources to a customer overview, so that the right resources are accountable for managing the customer relationship. Use the Role field to record the roles you need on the customer overview, and the Region field to narrow the resources that can be allocated to a particular region.

The Customer Overview Owners tab of the customer overview record page contains the Allocated Resources table. From here, you allocate resources manually using the Allocate button, or allocate a resource for every role on the record in one step using the Auto-Allocate button. Each allocation creates a Customer Overview CS Resource record, which you can view in the related list on the customer overview record page.

For more information, see:

Using Success Tracker on Customer Overviews

Open the Success Tracker tab on a customer overview record page to view every success plan, objective, playbook, and playbook task for the accounts linked to that customer overview . Success tracker narrow its data to those accounts only, so the scheduler shows only the work for the accounts grouped by that customer overview . For more information about using success tracker, see Success Tracker Overview and Filtering Records in Success Tracker.