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!
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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@Jan Young Yes! I posted it right after the session. I also made a post in the discussions for awareness. 
@Shari Srebnick -- Did the recording get posted to the library? Would love to learn more about Quip/ Salesforce Anywhere.
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.
Feel free to reach out with any questions.
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.
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.
@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!
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!
Seeker 
Thank you for coordinating! carlos.e.gonzalez@adp.com
Expert 
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,
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,
Contributor 
Hi Shari,
Can you send me the invite as well? Thanks!
Expert
Shari,
Thanks so much for organizing...if you need any help, just let me know! My email is daryl.colborne@zerto.com
Thanks,
Daryl
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!
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!
Seeker
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
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
Seeker
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
Seeker
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
Thanks,
Sue
Seeker
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
Thanks!
Sue
Seeker
Hi Shari, I would love to be included as well. Thanks!
Seeker
I would love to join this, please!
Sami Genes
Customer Success Director
Sami Genes
Customer Success Director
Seeker
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.
fd
Seeker
Hi Shari,
I'd love to join as well if it's alright.
I'd love to join as well if it's alright.
Expert
Hey guys,
Would you mind if I crashed the party? I’d love to attend and see Quip in action.
Regards,
Daryl
Would you mind if I crashed the party? I’d love to attend and see Quip in action.
Regards,
Daryl
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The recording is posted in the Library should you want to watch.