Create a touchpoint - Product Documentation: Yokohama

Create a touchpoint

Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

Role required: sn_acct_lc.ale_success_agent

During the lifecycle of an engagement, providers and customers may have frequent conversations, sync-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.

Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon. Navigate to Customer Success > All Engagements . Open the engagement for which you want to add touchpoints. Select Touchpoint from the drop down list. On the form, fill in the fields. Table 1. Touchpoint form Field Description Number System generated unique number for the onboarding case record. Account The account number of the enterprise customer associated with the account. Engagement Select the engagement record to which the touchpoint is related. This is a mandatory field. Channel The channel used for communication. This can be: Web Phone Email Chat Social Community Alert Virtual Agent Contact The key customer contact for this touchpoint. Assigned to The key internal team member handling this touchpoint. Squad The team supporting this account for achieving both value and success. Category The category associated with this touchpoint. This can be: General conversation Value and adoption Expansion opportunities Renewal support State State of the touchpoint. This can be: New In progress Paused Canceled Closed Progress Current progress of this touchpoint. This can be: Not Started On-Track At Risk Paused Completed Canceled Priority Priority of this touchpoint in comparison to others. This can be: Critical High Medium Low Very Low Due date Date by which the touchpoint should be completed. Product The product to which this touchpoint is related. Select the checkbox to indicate if the touchpoint is related to a specific product that has been sold. Subject Enter the subject for this touchpoint. This is a mandatory field. Watch list Select the users who should be notified of any updates to the touchpoint. Work notes list Select the users who should be notified of any updates to the worknotes. Description Enter a description for this touchpoint. This is a mandatory field. Work notes Any internal notes regarding this objective. Additional comments Any additional information that needs to be provided to the customer.

Note: The Meeting date and Meeting type fields have been deprecated from the Yokohama release.

Click Save to create a new touchpoint.