Setting up the Identify Expansion Opportunities Action

The Identify Expansion Opportunities card runs two strategies when a user clicks Run: a product need fit analysis that evaluates the account against a CS policy, and an analytics-based whitespace analysis that recommends products owned by similar accounts. Set up both strategies so that your users get the full set of cross-sell suggestions. For more information, see Expansion Opportunity Identification Overview.

Before your users can identify expansion opportunities from the Identify Expansion Opportunities card in Customer Success Cloud, you must:

  1. Assign the CSC - Customer Success permission set to the users who identify expansion opportunities, so that they can run the action and act on the resulting work suggestions. For more information, see Permission Sets and Other Technical Documentation.
  2. Add the CSC Toolkit component to your account record pages. For more information, see Customizable Lightning Components.
  3. Set up Einstein Generative AI in your org so that the product need fit analysis can run. For more information about setting up Einstein Generative AI, see the Salesforce Help.
  4. Create an expansion opportunity-type CS policy for the product need fit analysis to evaluate accounts against. For more information, see Creating CS Policies.
  5. Set up the CS Cloud Core Analytics app, which whitespace analysis queries to find products owned by similar accounts. For more information, see Setting up the CS Cloud Core Analytics App.
  6. Grant the users who run the action access to CRM Analytics. For more information, see CS Cloud Analytics Licensing.
  7. Associate products with your accounts so that whitespace analysis can compare their product portfolios. For more information, see Product Grid Overview.

You assign the prompt configuration used to identify expansion opportunities in the AI Prompt Template Configurations section of the Customer Success Administration page. If you don't assign one, the packaged default is used. For more information, see Assigning a Prompt Configuration to a Prompt Template.

Optionally, you can configure the CS Cloud Expansion Opportunity Settings custom setting to control which methodologies the action runs and the minimum score a whitespace recommendation must reach before it becomes a work suggestion. For more information, see Custom Settings.