Admins can build custom reports on Success Plans and their associated data using the Report Builder. There are three main objects you’ll use for reporting, depending on the data you’re interested in:

  • CTA Group object: contains all Success Plan level data, including the Success Plan name (aka, CTA Group Name), Success Plan types*, plan Description and Action Plan fields, plan status, plan creation and due date, and plan owner. In July 2016, five additional fields are available in the Report Builder: Closed Lost Objective Count, Closed Won Objective Count, Closed Task Count, Open Task Count, and Open Objective Count. These fields contain aggregated values for objective CTAs and tasks and their statuses. Use the CTA Group object to answer questions like: How many Success Plans exist and for which CSMs? How many Success Plans are overdue?
  • Call to action object: contains all objective level data, including CTA objective name, objective status, objective priority, objective due date, and objective owner. Use the Call to action object to answer questions like: How many open CTA Objectives are there?
  • CSTask object: contains all task level data, including Subject (task name), task status, and task due date.

Note: Use the filter IsDraft to exclude Objective CTAs in the draft stage from reports.

Current Limitations:

  • *In order to report on objectives for different plan types, you need to create a formula field on the Call to action object to bring in the plan type(s). See this Salesforce article for guidance on creating formula fields.
  • Percentage calculations and aggregation of Success Plan data is not available at this time.

Sample Reports

Success Plans by Account & Owner

1. Navigate to Administration > Analytics > Report Builder.

2. Select the CTA Group object from the data source on the left.

3. In Show me, click the + button and add the following fields:

  • Account Name
  • Owner Name  (or custom field from your org)
  • (optional) Action Plan
  • CTA Group Name (for example, Success Plan name)
  • Created Date
  • Success Plan Type Name
  • Additional fields of your choosing

4. Click Apply.

5. Enter a name for your report and click Save.

Note: Since this report does not contain any fields in “By,” the data is only available in table format.

Success Plan Objectives w/ Open Status for sub-team

1. Select the Calls to Action object from the data source.

2. In Show me, click the + button and add the following fields:

  • Objective Category Name

3. In By, click the + button and add the following fields:

  • Account Name
  • CSM Name (or custom field from your org)
  • Call to action Name
  • Status Name

4. Click the filter icon, and add the following filters:

  • CTA Type includes Objective
  • CSM Name equals (appropriate team member’s name)
  • Create filter b above, as many times as needed for each team member you wish to report on.
  • CTA Status includes (select the open statuses from your org)
  • Modify the statement to include OR between each CSM’s name. See example below:

A AND (B OR C OR D OR E) AND F

5. Click Apply.

6. Enter a name for your report and click save.

Success Plans w/ Objectives & Tasks

Prerequisite: Create a formula field that pulls in the Success Plan name from the CTA Group object.

1. Select the CSTask object from the data source.

2. In Show me, click the + button and add the following fields:

  • your formula field to pull in the CTA Group name (ie., Success Plan name)
  • Call to Action Name
  • Subject (ie., task name)

3. Click Apply.

4. Enter a name for your report and click save.

Success Plans Not Updated for Last 30 Days

Success Plans Not Updated for Last 30 Days

Prerequisite: Create a formula field on the CTA Group object that compares today’s date and the Success Plan’s last modified date to generate a threshold date.

In the following report, we examine the threshold date (ie. the difference between today’s date and the last modified date) to see if it’s greater than 30, which tells us whether the plan was modified in the last 30 days.

1. Select the CTA Group object from the data source on the left.

2. In Show me, click the + button and add the following fields:

  • Account Name
  • CTA Group Name
  • Last Modified Date

3. Click the filter icon, and add the following filter:

  • Threshold date > 30 (based on your custom formula field)

4. Click Apply.

5. Enter a name for your report and click Save.

Formula field example

Formula field example

Accounts with Success Plans Who Moved Out of Red/At Risk Status

Accounts with Success Plans Who Moved Out of Red/At Risk Status

If you are tracking "at risk" or "red" accounts and using Success Plans with these accounts, you may want to report on their progress or movement between different health statuses. In the example report above, we are looking for those accounts that were previously at risk/red, and have since moved out of the risk/red health status.

1. Select the CTA Group object from the data source on the left.

2. In Show me, click the + button and add the following fields:

  • Account Name
  • CTA Group Name
  • Status Name
  • Success Plan Type
  • Current Score Value
  • Previous Score Value

3. Click the filter icon, and add the following filters:

  • Current Score Value >= 60
  • Previous Score Value < 60

4. Click Apply.

5. Enter a name for your report and click save.

Note: This report contains only those customers who have Success Plans. If you want to report on all customers (with or without Success Plans), along with details of the Success Plans, then you need to add plan name and plan status to the 'CustomerInfo' object via a rule, and then build the report using the 'CustomerInfo' object.

Total Open/Closed Objectives & Tasks

With the July release, five new fields are available for reporting in the CTA Group object: Closed Lost Objective Count, Closed Won Objective Count, Closed Task Count, Open Task Count, and Open Objective Count. These fields contain aggregated values for objective CTAs and tasks and their statuses.