Workflows & examples

Common tasks

1. Catch and rescue a churn risk

1. Customer Health flags an account whose score dropped below threshold; a Health Alert is raised.
2. A matching Playbook launches a Playbook Run on the account.
3. The CS Guardian agent proposes a retention action; the CSM works the steps.
4. The CSM resolves the health alert once the account recovers or is escalated before the renewal date.

2. Investigate a health score drop

1. Open the account from Customer Health or from a Health Alert.
2. Drill into the score’s history to see which signal moved.
3. Check whether a playbook run already started for it before reaching out yourself.

3. Onboard a new customer

1. Launch an Onboarding Template for the new account.
2. Work the milestones in Onboarding with assigned owners.
3. On completion, the account moves to steady-state health tracking and its playbooks.

4. Resolve a Helpdesk ticket

1. A ticket arrives in Helpdesk and inherits its SLA policy deadlines.
2. The agent responds and progresses it; the ticket shows time remaining.
3. If it turns out to be routine support, resolve it directly — no need to touch Service Management.

5. Promote a Helpdesk ticket to a formal service engagement

1. While working a Helpdesk ticket, you realize it needs billable time or a service contract.
2. Promote it to Service Management; the linked ticket is created there and the original stays visible on the Helpdesk with a reference back.
3. From here, billing and SLA tracking for the work happen inside Service Management.

6. Move a renewal through its pipeline and close it

1. Review the renewal in Renewals, prioritizing the high-value, low-health ones.
2. Drag it through your tenant’s stages as the conversation progresses — the same movement is visible from CRM’s Service Renewals view.
3. Close it into a closed-won stage (generating the follow-on invoice) or record a churn reason on closed-lost. The stage then locks.

7. Flag a support challenge on a renewal

1. From the renewal’s activity tab, log a challenge with a category and severity.
2. It appears on the shared support queue (alongside deal and lead challenges) for a manager to see.
3. A manager marks it “in progress” while working it, then “resolved” once the blocker is cleared.

8. Keep SLAs green

1. Define SLA policies with response/resolution targets by priority.
2. Tickets inherit deadlines and show time remaining.
3. Watch the SLA report; escalate at-risk items before they breach.

A worked example, end to end

An account slides, the system notices, and a human saves it.

Data in and out

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