The following procedure describes how to create Success Plans for Accounts using the rules engine action type called ‘Success Plans.’ This option is helpful if you have a large number of Accounts for which you want to generate Success Plans, and you’ve configured plan templates, containing Playbooks with Objective CTAs. In the example below, we are configuring a rule to create draft Success Plans for all Enterprise customers in a particular Stage, and/or Health Status.

Notes:

  • You must have Success Plan Types and Templates configured before you can use rules to generate Success Plans. For more information, refer to Configure Success Plans for the C360.
  • At this time, the ‘Success Plan’ rule action type is only available for Accounts, and not Relationships.

Configure Rules to Create Success Plans

To create success plans using rules engine:

1. Navigate to Administration > Operations > Rules Engine > + RULE.

2. Enter the following details:

FOR ACCOUNT:

  • Rule Type: select Custom.
  • Rule For: select Account.
  • Rule Name: enter rule name for creating success plans. For example, Create Success Plans for Enterprise Customers.
  • Description: enter description, if any, for the rule that you are about to create.

FOR RELATIONSHIPS:

  • Rule Type: select Custom.
  • Rule For: select Relationship.
  • Relationship Type: Select the desired relationship type.
  • Rule Name: enter rule name for creating success plans. For example, Success Plans for Relationships.
  • Description: enter description, if any, for the rule that you are about to create.

3. Click Next.

4. Drag-and-drop appropriate fields in the Show and Filters section. For example, you might want to have Account Name, ID, CSM Name, Region, Type, etc., in the Show section, and add filters for Accounts based on their Stage and Overall Health.

5. Click Next.

6. On the Setup Action page, click + Action; then enter or select appropriate values for the following fields:

  • Action Type: select Success Plans.
  • Plan Name: enter an appropriate name for the success plan name. Optionally, use tokens to add dynamic text to the plan name.
  • Plan Type: select the appropriate plan type. This drop-down box populates values that are configured in Success Plan Configuration.
  • Template Name: select the appropriate template name. This drop-down box populates values that are configured in Success Plan Configuration, and associated with the selected Plan Type.
  • Plan Status: Select the initial status of the plan when it’s created by the rule. For example, initially you might want to create this Success Plan as a Draft.
  • Owner Field: (optional) select the appropriate field if you want to dynamically assign the owner.
  • Plan Due Date: enter appropriate value for the plan due date (N days after the rule creates the Success Plan).
  • Default Owner: Enter a default owner in case you have not selected a value in the Owner Field text box, or the Account does not yet have an assigned owner.
  • Post update to chatter: select Once, Always, or Never, based on whether and how often you want the Comments to post to chatter. Chatter comments will post for all accounts for which the rule generates a success plan.
  • Comments: enter comments, if any. Tokens may be used to add dynamic text here.

7. Click Save.

8. Click Run Now to immediately execute the rule. Otherwise, click Schedule to schedule the rule for success plan.

Preventing Duplicate Success Plans

To prevent the creation of duplicate Success Plans, the rules engine will check your Account Names, plus existing Success Plan Names, Plan Types, and Plan Status. If all of these identifiers match an existing plan, the plan will not be duplicated.

If a duplicate plan is found and a template is not associated with that plan, then the template will be upserted in the plan (no other details except template will be updated).

If a duplicate plan is found and a template is already associated with that plan, the template will NOT be replaced and NO change will be made to the plan.

Tip: since it's possible that CSMs will change the Success Plan Name and certainly plan Status, you may want to add a date field filter to your rule that helps prevent the creation of duplicate plans. For example, the date field could filter for customers whose signing date was yesterday (and the rule runs nightly).