Overview

SuccessPlays give organizations the ability to standardize workflows and achieve consistent and effective delivery of services to both increase the scale of a team and reduce churn.

If you are a Global Admin, have access to the 'Tools' section and/or are the Owner or Collaborator of a SuccessBloc, you are able to create and active SuccessPlays. You can create them within the 'SuccessPlay' tab of a SuccessBloc or under 'Tools'.

This article covers the following topics:

• What does your SuccessPlay do?
  • SuccessPlay triggered with Account(s) 
  • SuccessPlay triggered with User(s)
• Creating Tasks
  
  • Using Dynamic Fields
  • Task Post Completion Actions
• Choosing Actions
  • Create a Task or Request Information Action
  • Update Information Action
  • Custom Notification Action
  • Webhooks Action - Trigger workflows in 3rd party systems
• Activating your SuccessPlay
• Using Forms
• FAQs 

What does your SuccessPlay do?

Now you have started to build your SuccessPlay and the first step is to configure what your SuccessPlay will be doing. 

SuccessPlay triggered with Account(s) 

1. Create a name and description (both are required)
2. Select your trigger type

   • Event Based - An event based SuccessPlay will be an ongoing trigger that will fire a task(s) anytime an account either enters ('meets criteria') or exits ('does not meet') the Segment criteria (depending on which option you select)

   • Manual - A manual SuccessPlay is an on demand trigger type where users can elect to run the SuccessPlay when necessary.

3. Once you have made these decisions you will need to configure what set of accounts that should be targeted by the SuccessPlay. Keep in mind that if you selected an Event Based trigger, then this criteria will be dynamic - accounts will 'enter' the segment when they meet this criteria and 'exit' the segment when they no longer meet this criteria.

   1. You can choose from an existing segment 

      

   2.  Or you can choose custom criteria by clicking Custom and More Filters

       

4. If you have account hierarchy (multiple levels of accounts), select where you want the Task(s) to be placed

• Apply to the immediate parent of accounts in the segment - If you do not have an account hierarchy then you can leave this deselected.
  If you do, then you can define if this SuccessPlay should fire tasks on the triggered account immediate parent (Note - this is not the ultimate parent account, this will be the level directly above the account that qualifies for the segment).
  • Create a single task for ALL child account that qualifies - If you have selected the option "one task for the first child account" then you want to decide how many tasks will be created for an immediate parent. If you select this option, then only 1 task will fire even if more than 1 child account qualifies.
  • Create multiple tasks (one task for EVERY child account) that qualifies - If you have selected the option "multiple tasks (one task for EVERY child account)" then you want to decide how many tasks will be created for an immediate parent. If you select this option, then the SuccessPlay will fire a separate task to the immediate parent for each child account that qualifies.

When selecting to apply tasks to the immediate parent, you are able to configure update child and immediate parent information as part of a task post-completion actions

4. Make sure you Preview your Segment to ensure you are targeting the correct accounts and it meets your expectations before moving to the next step

SuccessPlay triggered with User(s)

You can choose to trigger SuccessPlays on user segments and the tasks are still assigned to your internal team but the associated with field is tagged with the user record that triggered the task. 

For e.g. you may want your CSM to reach out to a key contact who gave you a low detractor response on your NPS survey

1. Choose Segment Result = User
2. Choose an existing segment or custom criteria
3. You can decide to create a single task with all the users of an account or a single task per user. Note that this grouping of users by account is only applied when the criteria is evaluated so if the SuccessPlay evaluates in the next 5-10 mins it will group it based on the fresh set of results.

When this task is created all the users are added to the "Associated with" section

Choosing Actions

Once the initial configuration is done you can now choose to add one or more actions in the Play.

Create a Task or Request Information Action

Once you have completed the initial configuration and defined your segment criteria, you will either need to build your tasks or select to use forms. You can build multiple tasks for the same SuccessPlay, or use both Tasks and Forms.

1. Create a title and description, this is what will be shown to the assignee of the task so make sure it is detailed (both fields are required). Keep in mind that you can 'Add Data' by using dynamic fields that pull in specific account information based on your accounts' attributes or user attributes based on the choice made for segment result.

2. Decide on the due date based on the date that the task was created (7 days after for example).

3. Decide on the Assignee, Assigned By and Accountability:

• Assignee - This can be a specific person, or a specific role in relation to that account (the Success Manager for example).
• Decide on the Assigned By - This does not have to be you (the creator of the SuccessPlay) and many times it is not. Again, this can be a specific person or role and it will be visible to the Assignee.
• Accountability - The SuccessPlay Overall Accountability is intended to give you the ability to assign a member of the team as the 'owner' of the SuccessPlay. This person would have the overall accountability of ensuring completion and could be different than the person that shows as the 'Assignee' or the person that created the SuccessPlay.

Post Completion Actions- You can decide if there are specific actions that the assignee needs to take once the task is completed, such as updating an attribute or adding a mandatory touchpoint to the account. Or, you can have these actions be automated. 

Don't forget to decide if you want these tasks to immediately fire to the accounts that currently meet your segment criteria, or only on new accounts entering/existing the segment:

Learn more about Tasks & Touchpoints!

Update Information Action

The Update Information action is a powerful action that lets you update or clear one or more account or user attributes when accounts with matching criteria enter or exit the Play. For e.g Use these actions to progress your Tech touch business flows by automatically changing the Onboarding lifecycle stages based on user actions.

For Date attributes, you can use the SuccessPlay Trigger Date, x days after SuccessPlay Trigger Date or x days before SuccessPlay Trigger Date to default date values when the SuccessPlay fires.

Once the SuccessPlay fires the details of which attributes were updated can be viewed in the SuccessPlay

Note: This currently does not support attributes that bi-directionally sync with CRM systems. This action does not apply for manual Plays and is disabled. It is also disabled when the hierarchy checkbox is checked.

Celebrate Milestone or Notify Team Action

The celebrate milestone or notify team actions are allow you to send some notifications to the account team fo key milestones on the account such as Renewals or upsells. The notify action is helpful to warn the team of certain concerns on the account that they should watch. These notifications can be created with a variety of backgrounds

Users can also filter these events in the account and My Portfolio timeline.

Note: These actions are not available for manual Plays and also for Plays with user segments.

Webhook Action (BETA)

The Webhook action is a powerful action that lets you invoke 3rd party APIs real time based on events happening in Totango.

Defining a webhook in Totango involves the following

1. Provide a friendly name for the Webhook
2. Specify the URL of the Webhook
   1. The URL can be parameterized using Account or User attributes For e.g account and user parameters can be inserted like this https://api.awesomeservice.com/{{account.externalid}}/user/{{user.firstname}}/sendMessage
      1. Note account attributes can be used using the account . attribute api name notation in flower brackets and similarly user attributes can be inserted using user. attribute api name
3. If a the API requires a user name and password it can be entered and stored
4. Specify header parameters by adding several key value rows if required
5. Specify the content which will be packaged as a JSON. Click Add more to add multiple key value pairs. Note dynamic values can be inserted using Account or User attributes
6. Finally test the connection to make sure you have a valid connection and then activate it

The webhook automatically retries if an error is encountered every 15 seconds. 3 attempts will be made before the system logs it as a failure.

The webhook outcome of success or failure is added to the account timeline.

Webhooks can be used to post messages on Slack. Follow the steps mentioned here to post messages to Slack channels. Similarly Webhooks can be used to post messages on Zendesk Chat applications as well as 100's of other APIs that work with basic authentication protocols. Here are some additional examples

• Connect to Hubspot to update accounts or users
• Connect to Qualtrics and trigger or update Surveys
• Update billing systems like Chargebee or Sonar software once an account has been onboarded for purposes of revenue recognition

Note: - Oauth, Oauth 2 and JWT type authentications are currently not supported in Webhooks. Only basic authentication with tokens in headers is supported. Salesforce, Microsoft Teams are some examples of APIs that require advanced authentication protocols are currently NOT supported. 

Activate Your SuccessPlay

You can schedule your SuccessPlay to run as an Ongoing play or a Recurring Play. Certain tasks such as Business Reviews or Stakeholder checkins are best scheduled as recurring. Recurring Plays run at the cadence specified and apply to accounts or users matching the criteria at every cadence. If a task is already open from the previous run the SuccessPlay will not create another task even if the Play is recurring.

Note all the tasks in the Play are fired based on the recurring cadence defined.

Once you are finished configuration, you can 'Enable' your SuccessPlay or save it as 'Disabled' if you are still working on it. 

Once it starts to fire tasks, the Assignee of each task will receive an email alert and the task will show under their 'Work' tab on their MyPorfolio page and on the Account Profile. 

Now that you have an active SuccessPlay, learn how to monitor your SuccessPlay Effectiveness Score!

FAQs

Question: Can I have tasks fire to the ultimate parent account (top level of hierarchy) instead of the immediate parent?

Answer: Currently no. You can only decide if it goes to the account that qualifies for your criteria or it's immediate parent account.

Question: Can I set up a recurring SuccessPlay, where it fires tasks on a schedule like every 90 days?

Answer: Currently no. 

Question: When a SuccessPlay segment criteria is edited, do tasks get created again for the accounts that were in the segment originally?

Answer: No, tasks will be created for only those accounts that get added newly to the segment due to the criteria change.

Question: When a task in a SuccessPlay is edited, do existing tasks get updated?

Answer: No, only the new tasks that get created going forward will be updated.

Question: If an account exits and enters the segment of a SuccessPlay again, do tasks gets created again?

Answer: Only if the previously created task is completed will a task be recreated on the account.

Question: If I selected an 'Existing Segment within SuccessBloc' as my segment criteria and then that segment gets changed later, will it impact the SuccessPlay?

Answer: No. The SuccessPlay effectively 'copies' the criteria used to build that segment and that criteria then stays stagnant in the SuccessPlay. If you want the SuccessPlay to change as the criteria of a segment changes, use the 'is in' or 'is not in' segment criteria instead.

Question: If I assign the tasks to a specific role on the account but one of the targeted accounts does not have anyone assigned to that role, what happens?

Answer: The task will be assigned to the creator of the SuccessPlay.

Question: What happens to the open tasks when a SuccessPlay is disabled?

Answer: Tasks that were already fired and still open will not be impacted but the SuccessPlay will not generate any new tasks when disabled.

Question: How do I create a SuccessPlay where the task due date is today?

Answer: Currently this is not supported, the due date should be >=1.

Question: Will Tasks get fired by a SuccessPlay that is in a SuccessBLOC when that SuccessBLOC is not published?

Answer: Yes, if the SuccessPlay is 'active' then Tasks will get fired even if the SuccesBLOC is not published.

Question: Will a task get fired multiple times to the same account with an ongoing SuccessPlay?

Answer: If the previous task is closed and the account exits and enters the segment again, then yes, it will fire another task to the same account. If the previous task is still open when the account meets the SuccessPlay criteria again, then the SuccessPlay will not fire another task.