SECTIONSCS Policy Version Overview
The CS Policy Version helps you manage different versions of a CS policy to align with evolving company practices and needs. This enables customer success managers to generate repeatable and accurate dynamic playbooks, with context-aware tasks by interpreting each policy version's content against specific triggering events, centralizing organizational best practices without requiring hard-coded conditional logic.
Managing policy changes over time ensures that the Customer Success Cloud can track historical policies and apply the most current and applicable guidelines for dynamic playbook generation, even as company expectations and methods evolve. This functionality aims to prevent policies from becoming outdated and ensure their continued relevance and accuracy.
Each CS policyhas one active default CS policy version at a time. The default version is the one used for dynamic playbook generation and other policy-driven automation. When you create a new version, it becomes the default automatically, and the previous default is preserved as part of the policy's version history.
For an expansion opportunity policy, the Execution Instructions also list the products named in the policy content. Each product name that matches one of your products is tagged with its product ID, so that the work suggestions generated from the policy link to the correct product. If a product name can't be matched, you can add its product ID next to the name in the Execution Instructions field before saving. This resolves a misspelled or abbreviated name without generating the instructions again.
The Execution Instructions also determine which fields are prefilled when a work suggestion generated from the policy is converted into an expansion opportunity. Editing the instructions before saving changes which fields are prefilled. For more information, see Creating Expansion Opportunities.
For more information, see Creating CS Policy Versions and Restoring a CS Policy Version.