Salesforce for CS - Any best practices?

Hi Everyone,

I know many of you use SFDC for all things CS related (customer journey maps, reporting, playbooks and automation, etc.) and was looking for any insights or best practices you might be willing to share, and possibly how difficult - or not - it is to get these things rolling.

Here are some things I'm thinking about:

1: Playbooks and automation along the customer journey for specific milestones and goals. For example, a trigger at the end of onboarding sends a usage report to the CSM. Or, if a customer dips below the "healthy benchmark" you've set for DAU or MAU, it triggers a playbook with tasks to take action.

2: Success Plans with visual tracking to goals. Can that even be done in SFDC? With tasks, I assume yes.

3: Building dashboards for all sorts of customer reporting

These are just a few things coming to mind and I'm sure I am leaving things out, but right now we're not using it for CS so not a rush. I've also search GGR for more of this information and found some good things, but would love more details if even possible.

Thank you in advance!

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Comments

Shari Srebnick

No worries @Liam Farley! It was exciting to have so much interest.

The recording is posted in the Library should you want to watch.

Liam Farley

Hi Shari

...*facepalm* sorry to be that person that didn't read a full message! Completely understand and thanks for sharing the recording

Shari Srebnick

@Jan Young Yes! I posted it right after the session. I also made a post in the discussions for awareness.

Jan Young

@Shari Srebnick -- Did the recording get posted to the library? Would love to learn more about Quip/ Salesforce Anywhere.

MarkusS

Katie - here is the link to the recording - https://www.gaingrowretain.com/viewdocument/zoom-recording-salesforce-for-cs?CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=librarydocuments&LibraryFolderKey=9c7a6697-afde-4a4c-9601-d3e8f161696e&DefaultView=folder

Feel free to reach out with any questions.

Katie Barthelmes

Hi Shari,

I am going to guess I was late this convo, did it already happen?

Katie

Shari Srebnick

Hey Liam,

Unfortunately I had to cap out the Zoom last week (I posted it above in the thread; message right above yours) due to size. It was getting too large and I wanted to ensure we retained the ability for Q&A and conversation.

If ok with the group, I'll record it and post in the library here.

Thanks for understanding.

Liam Farley

Hi Shari,

Thanks for this, I would love to join please

l.farley@adinstruments.com

Cheers!

Shari Srebnick

Hi Sue,

I'm pretty sure I added you last week.

Please check whatever email you provided me and then let me know via private message on here vs this thread.

Thank you!

Shari Srebnick

@Karima Wagner @Sue Watt - please send me your email addresses and I'll add you.

For all others: I am going to cap this Zoom out at this point. It's getting very large and I want to ensure we have the ability to have a proper Q&A and conversation.

Thanks for understanding!

Devin Stevens

I would love to listen in if possible.

Shari Srebnick

No worries! I've added her/him and they should receive the invite shortly.

CEGonzalez

Thank you for coordinating! carlos.e.gonzalez@adp.com

Anna Alley

Hey Shari,

Thanks for organizing! Unfortunately I'm out on vacation that day, but could you send to my colleague jsuess@avidxchange.com?

Also, if there's any way to record that would be amazing and I'll watch it when I get back!

Thanks,

Joshua Lyons

Hi Shari,

Can you send me the invite as well? Thanks!

Shari Srebnick

Hey Travis,

We're happy to have you. Provide me your email address and I'll add you to the invite.

Shari Srebnick

Hey Greg,

If you want to join the zoom we're having next week for Markus to share his intel with us, respond with your email and I'll add you to the invite.

Daryl Colborne

Shari,
Thanks so much for organizing...if you need any help, just let me know! My email is daryl.colborne@zerto.com

Thanks,

Daryl

Shari Srebnick

Hi Everyone!

Markus is available next Tuesday, March 30th, at 4pm Eastern/1pm Pacific. I've already sent him a Zoom invite, and will add any/all of you who want to partake.

Please let me know your preferred email address and I'll add you to the invite.

@David Nedohin
@Anna Alley
@Daryl Colborne
@Fleur Duekker
@Veronica Iermieri
@Carlos Gonzalez

I think I captured everyone.

*Fleur, this will be about 7am AUS time. If that's too early, totally understand.
*Veronica, if this is too late for you in BCN, also understand

Thanks everyone!

Travis Miller

Hey Shari + all,

I would love to join and share some insights. We recently moved over to Salesforce for our CS and team and rolled out QUIP.

QUIP has been a game-changer for our organization.

-Travis

Veronica Iermieri Perujo

Hi Markus,

I'd be also interested to know more about Quip. This is to be exactly what we are looking for at MURAL while we're stil deciding on leveraging a CS tool.

Hope I'm not too late to the party

Thank you,

Veronica

Sue Watt

Hi Shari, if still open, I'd really like to join. I'm very interested to see how others are doing email alerts to CSMs from SFDC.
Thanks,
Sue

Sue Watt

Hi, if still open for one more, I'd really like to join you all. I'm very interested in the email triggers from SF to CSMs.
Thanks!
Sue

David Nedohin

Hi Shari, I would love to be included as well. Thanks!

Sami Genes

I would love to join this, please!

Sami Genes
Customer Success Director

Fleur Duekker

I also would super keen and potentially want to bring someone in if ok. I'm on Oz time so will see how the scheduling works but would be great to join if possible.

MarkusS

More than happy to merge this all into one session and am also ok with your organizing.

Karima Wagner

Hi Shari,

I'd love to join as well if it's alright.

Shari Srebnick

It is even a party without a crasher?

If Markus is ok with it, then I'll take the reigns here and organize.

Daryl Colborne

Hey guys,
Would you mind if I crashed the party? I’d love to attend and see Quip in action.

Regards,
Daryl