Transcript

Within each BLOC, you can find Canvas. Here, you can visualize the automation in your At Risk cycle - namely Campaigns (or emails) and SuccessPlays (internal workflows).

With Canvas you can create new tracks or move items around. Track names do not have to represent your actual at-risk cycle or follow a linear process; they are completely customizable. You can also add or edit items directly from this view, or, from the SuccessPlays or Campaigns tabs.

If you’re using Totango Community Edition, your SuccessPlays may already be activated. You can deactivate those plays while you refine your At-Risk cycle.

Let’s take a look at one of the SuccessPlays included in the BLOC: Champion Loss / Leadership Change. By default, we see the triggers that will start the play, the actions that happen, and how many accounts have been impacted by this play. Click to Edit the SuccessPlay. Now we can modify the actions.

The trigger for this play is currently set to Manual. This means that it won’t run without action from someone on your team. However, let’s include an event-based trigger to also allow this play to run based on conditions. 

Within the More Filters, I’ll look for Risk Status and then adjust the options that appear. So, Risk Status changed in the last 1 day to At Risk. Because this Play is specifically related to this risk reason, we’ll also add another filter for Risk Reason “is one of” Leadership/Champion change.

Now with these triggers, the play can run when manually invoked…OR…automatically whenever these conditions are true.

Now for the actions! What do we want to happen when we run this play for an account? In this case, we have a series of tasks that will get added to the Success Manager’s to-do list. Click inside an action to expand the settings.

Here we can see the title and description or instructions for the task, which includes a data field. Below that, we can see that this task is due within 7 days of the play being triggered and will be assigned to the relevant Success Manager. Using a team role here instead of a named team member allows this play to run at scale.

You also have the option to add an attachment or add a task post-completion action, which might require the person assigned to do “something” prior to marking the task complete–such as Update the Risk Reason and Risk Status. Because we’ve added the option to trigger this play based on these items already being updated, let’s change these to be optional. Don’t worry, this same SuccessPlay won’t trigger again if there are outstanding tasks left on the play. Click Done when finished.

To add a new action, simply click Add New Action. Because this task includes a Manual trigger, the options for actions are limited to “Create a task,” and “Request Information.” You can learn more about those options in other videos.

Finally, for overall accountability, I’ll set an additional check to ensure this task gets completed. Let’s say that if these tasks are not done after 10 days, I need to be concerned. 

When I click Next, I can preview all my changes. 

As a caution, when you add multiple tasks to the same play, all tasks use the same trigger criteria. In our example, we’re assigning a task to a Success Manager, with the understanding that we’ve already made those named account assignments in advance of these actions, most likely at the time of account creation. If that’s not the case, you can instead set up a separate SuccessPlay just for account assignment, or use another method. If you don’t have a Success Manager assigned at the time this play runs, the value in the SuccessPlay owner will be used instead, at which time you would need to manually update the task assignment.

For Schedule, we’ll leave this set to start immediately, anytime the condition is met OR whenever someone on your team runs it manually.

When I click Save and activate, Totango will immediately start taking action on any matching accounts AND anytime a new account meets the criteria. Whenever the play runs, you can view the results of each action in the play.

Congratulations, you have now activated your SuccessBLOC! Repeat these steps for activating Campaigns and other SuccessPlays to continually refine your at-risk cycle.