Create a customer play task
Create a customer play task to define a planned action that a provider or customer must complete in support of a customer play. A customer play task must be clearly defined and can be visible to internal stakeholders or external customers.
Before you begin
Role required: sn_acct_lc.customer_success_agent
Procedure
Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
Navigate to the Customer Success > All Customer Plays.
Open a customer play, select the Related Items option in the contextual side panel, expand the Customer Play Tasks related item, and select Create.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Number | System generated unique number for the onboarding case record. |
| Account | The account number of the enterprise customer associated with the account. |
| Parent | The parent customer play with which this task is to be associated is displayed. You can select a different customer play task from the drop-down list. |
| Contact | The key customer contact for this customer play task. |
| Assigned to | The key internal team member handling this customer play task. |
| Squad | The team supporting this account for achieving both value and success. |
| Category | The category associated with this customer play task. This can be:- Workshops and meetings - Design reviews - Product training - Professional services |
| State | State of the customer play task. This can be:- New - In progress - Paused - Canceled - Closed |
| Progress | Current progress of this customer play task. This can be:- Not Started - On-Track - At Risk - Paused - Completed - Canceled |
| Priority | Priority of this customer play task in comparison to others. This can be:- Critical - High - Medium - Low - Very Low |
| Due date | Date by which the customer play task should be completed. |
| Visible to customer | Select this check box if the customer play task should be visible to customers. |
| Subject | Enter the subject or the goal for this customer play task. This is a required field. |
| Watch list | Select the users who should be notified of any updates to the customer play. |
| Work notes list | Select the users who should be notified of any updates to the worknotes. |
| Description | Enter a description for this customer play. This is a required field. |
| Work notes | Any internal notes regarding this objective. |
| Additional comments | Any additional information that must be provided to the customer. This information is visible to the customer. |
- Select Save to create customer play.
What to do next
- Select Discuss to start a sidebar discussion about this customer play task. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this initiative. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
- Create success play: See Create a success play.
Parent Topic:Create a customer play