Auto-Allocating Resources to Customer Overviews

Auto-allocation enables you to automatically allocate the most-suitable resource pool members to a customer overview record. A customer overview can have several roles associated with it, so auto-allocation allocates a resource for each of those roles in a single step.

The auto-allocation identifies the matching resource pool. Then the resource pool members with the same role as the customer overview can be automatically allocated, and if a region is associated with the record, the region is also considered for auto-allocation. Following are the ranking methodologies available for the auto-allocation of resources:

  • Ranking Methodology: Resources are scored against the ranking criteria and the highest-ranked resource for each role is automatically allocated to the customer overview.
  • Sequential Auto-Allocation Methodology: The resource that is next in the queue and has not been allocated to a customer overview for a while is automatically allocated to the customer overview.

The ranking criteria of the resources in the Available Resources table depends on the following:

  1. Role: Resources with a role similar to the record rank highest. If the record lacks an associated role, the Customer Success Manager role ranks highest.
  2. Accounts: Resources with the lowest number of accounts are ranked higher.
  3. Success plans: Resources with the lowest number of active success plans are ranked higher.
Notes:
  • You can change the priority of these ranking criteria through CS Customer Overview Rank Settings. The Role Priority, Account Priority, and Success Plan Priority values must each be unique, and 1, 2, and 3 are the only valid values.
  • If the Customer Overview Sequential Allocation field is selected in the CS Cloud Resource Allocation Settings custom setting, then auto-allocation is done using the sequential method.
  • By default, auto-allocation allocates only one resource for each role. To allocate more than one resource for the same role, select Customer Overview Multiple Res Per Role field in the CS Cloud Resource Allocation Settings custom setting.
  • The number of customer overviews that a resource is already allocated to is displayed for information only. It is not included in the ranking calculation.

A resource can only be allocated once to a customer overview. If you run auto-allocation again after adding another role to the record, only the roles that do not yet have an allocated resource are filled, unless the Customer Overview Multiple Res Per Role is selected.

When a resource is allocated to a customer overview, a Customer Overview CS Resource record is created to store the relationship. You can view these records in the Customer Overview CS Resource related list on the customer overview record page.

Unlike success plans, objectives, and playbooks, auto-allocation on a customer overview does not ask you to confirm before it runs, because it adds resources for the roles that are not yet filled instead of replacing an existing resource.

To automatically allocate resources to records, on the Customer Overview Owners tab of the customer overview record, click Auto-Allocate. The Allocated Resources table is updated with the details of the allocated resources.

No resource is automatically allocated to the customer overview record if:

  • No role is associated with the record.
  • No resource pool has the same role or region as the record.
  • No members have been added to the resource pool.
  • Every role associated with the record already has an allocated resource, and Customer Overview Multiple Res Per Role field is not selected.

Auto-allocation runs role by role, so a single run can partly succeed. If resources cannot be allocated for some of the roles, you receive one message for each type of failure, listing every role affected by it.

For more information about allocating resources manually, see Allocating Resources.