Salesforce for CS - Any best practices?
Expert 
Updated by Shari Srebnick
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!