Structure and execute the critical post-sales stage of enterprise onboarding.

A purpose built data model for Enterprise Account Onboarding
- Onboarding Case Type to define the account, key external contact, go-live date, onboarding team, and products-in-scope along with a wide array of related tables to tie the overall journey together with other key workflows in the platform
- Common case task support to assign and action key steps that internal team-members or external stakeholders need to complete
- Data Capture task to collaborate and gather crucial import data that customers need to provide
A Process Automation Designer playbook template that can be copied and modified to tailor each workflow stage and be triggered by system defined conditions
- Account Onboarding Playbook with multiple preconfigured activities from initial setup to go-live support
- Multiple reusable activities that can be setup and configured on other playbooks, including Service Bridge setup and registration
Several tailored user experiences inside the CSM/FSM Configurable Workspace
- Onboarding homepage and analytics
- Enhanced Service Portal lists and tickets view widgets of onboarding cases and case-tasks
- Process based layout for Onboarding Cases
- Data Import UX to load, edit, and publish customer data from provided by template driven spreadsheets
Advanced features for Systems Administrators to setup Data Capture activities
- Data Import Builder to assist in the building of import templates, table-views, and PAD activities via a structured process with built-in automation
- Data Validation Assist to create low-to-no code validation rules tied to a data import template
Onboarding persona roles and application access

Engage and monitor key adoption, expansion, and renewal activities tied to your enterprise accounts.

Purpose built data model for Customer Success to track specific enterprise account customer engagements and ensure objectives and outcomes are met resulting in greater product adoption and expansion/renewal opportunities
- Engagement
- Success Objectives
- Success Outcomes
- Success Initiatives
- Touchpoints
- Success Cases
- Internal Plays
- Risk Signals and Issues
- Implementation records

User experiences to help drive the visibility of the Customer Success Manager and their support team within the CSM/FSM Configurable Workspace
- - Success Portfolio Homepage
  - Success Engagement page
  - Process Based Layout views for Success Initiatives, Success Cases, and Internal Plays
  - Touchpoints form with L1 Calendar view with the ability to create and manage customer meetings
  - Risk Signals and Issues form with L1 Risk Dashboard to view system or manually identified risks tied to the Customer Success Managers engagements
  - Success Blueprinting and planning calendar
  - Timeline view on the Engagement record to see key milestones and activities
  - Success Leadership view to track how direct reports are managing their Customer Success engagements
  - Engagement hierarchy view to see child engagements with greater insight and understanding
- Understand Customer Health and Product Usage information using data context to map internal and external data to key metrics
  - Ability to track engagement health and individual key health indicators
  - Ability to product adoption usage information for the products and capabilities sold to a customer
- Optional ability to create Opportunities from within an engagement if Sales and Order Management is installed
Universal features to help support the entire post-sales Customer Success lifecycle.
- Given the highly dynamic nature of onboarding and customer success, utilize the Squad table and associated fields to assign supporting internal stakeholders
- Success Play capability that provides a catalog of actions an Onboarding Manager or Customer Success Manager may invoke at a moments notice