Create a risk signal
Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.
Before you begin
Role required: sn_acct_lc.customer_success_agent
About this task
Risk Signals and Issues are used to record and manage risks associated with an engagement so that appropriate actions can be taken. Risks may have different degrees of severity and must be evaluated before they’re addressed. For example, an external system may flag missing information to the customer success manager who may address the issue using an internal play. If the risk is low in impact, the customer success manager may decide to accept the risk and proceed with the engagement. See Define risk criteria for details.
Procedure
Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
Navigate to the Customer Success > All Risk Signal and Issue Records and select New.
On the form, fill in the fields.
| 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 risk signal is related. This is a required field. |
| Reported by | Automatically filled by the logged-in user name while creating the risk signal. |
| Assigned to | The key internal team member responsible for handling this risk signal. |
| Squad | The team supporting this account for achieving both value and success. |
| State | State of the risk signal. This can be:- New - Active - Canceled - Closed |
| Priority | Priority of this risk signal in comparison to others. This can be:- Critical - High - Medium - Low - Very Low |
| Due date | Date by which the risk signal should be addressed. |
| Risk or issue | Indicate whether this is a risk or an issue. |
| Short description | Enter a short description for this risk signal. This is a required field. |
| Watch list | Select the users who should be notified of any updates to the risk signal. |
| Watch notes list | Select the users who should be notified of any updates to the worknotes. |
| Description | Enter a description for this risk signal. This is a required field. |
| Work notes | Any internal notes regarding this risk signal. |
| Tracking method | The origin of the risk signal. This can be:- Manual - Automated - Integration |
| Table | Select the table used by the risk signal record. |
| Source record | Select the source record from which the risk signal originated. |
| Scope | Indicate whether this risk signal is related to customer success or onboarding. This can be:- Onboarding - Adoption - Expansion - Renewal |
| Probability | The probability that this risk may occur. This can be:- Very high - High - Moderate - Low - Very low This is a required field. |
| Contracts impacted | The contracts impacted by this risk or issue. |
| Products impacted | The products impacted by this risk or issue. |
- Select Save to create risk signal.
Parent Topic:Manage engagements