On an account view in Salesforce, there is a Customer Success section, with the following fields:
#a_<customer-name>-internalper Communication Chat
Salesforce operates using a series of objects. Standard objects are objects that are included with Salesforce. Common business objects like Account, Contact, Lead, and Opportunity are all standard objects.
Custom objects are objects that you create to store information that’s specific to your company or industry. For GitLab, we have created four custom objects that are specific to Customer Success. These are POV's and PS Engagements (PSE's). We can link these custom objects to accounts and opportunities, and create automations such as allowing us to auto-populate specific fields and notify users when a task needs to be completed.
PSE objects in Salesforce are used to track the progress of our PSE's that are agreed upon with our customers. These PSE's describe the professional services that GitLab will deliver to our client. As this is related to a billable service that we are extending to our clients all PSE's must be related to an appropriate Opportunity and an Account. For a walkthrough, see the GitLab Unfiltered PS Engagement Object video
The Opportunity that each PSE is associated with will contain information relevant to the Opportunity (Amount, IACV etc.) while the PSE itself will house notes, details and monitor the progress of the PSE (Go Live Date, Kick Off Date etc.). If a client would like to move forward with many professional services at once then all of these services would be encapsulated and related through one Opportunity and one PSE.
If an existing client, who previously purchased professional services from GitLab, would like to purchase addition professional services, then a new Opportunity and PSE would be created in Salesforce. Review our section in the handbook about creating new opportunities if you have any questions around the Opportunity creation process.
In order to track the contacts that are associated with a PSE, we utilize the PSE-Contact Association list. This can be accessed by navigating to the PSE page layout and locating the PSE-Contact Association related list. From there you can create a new association by looking up the contact that is associated with this PSE. Multiple contacts can be associated with a single PSE.
Expected Start Date-
Expected Completion Date
Actual Start Date-
When starting the PS Engagement, the following fields must be filled out:
When the PSE object has been approved, the following are reviewed to ensure accuracy and proper execution of the SOW:
The PS Engagement Object should be updated on a frequent basis. When it is updated, the following fields should be updated for the benefit of various stakeholders:
When completing the PS Engagement Object, review all fields in the PS Engagement to ensure accuracy and completeness. Salesforce validation rules are set up to ensure the fields are complete before marking Status as
Complete. As a general rule, ask the following questions:
Once the above questions have been reviewed, the PS Engagement can be marked
Completed which will trigger certain events in Salesforce for the various stakeholders.
Please visit this page for POV documentation.
For all new Zendesk tickets that are created, the Customer Success Manager and Account Owner for the account that the ticket is associated with will receive an email notification alerting them of a new ticket. This currently is a one time notification that only occurs when the Zendesk ticket is first created in Salesforce.
Anyone communicating with a customer via email should ensure their emails are being tracked within Salesforce in the account's activity history. Even with the roll-out of Gainsight, we still log our emails to Salesforce because the emails within Gainsight's timeline can create more noise than value.
To log an email in Salesforce:
Any time you email a customer, bcc your "email to Salesforce address" on the email so that it is tracked within Salesforce.
Three alternatives exist:
It's best practice to use an existing report rather than to create a new one, keeping it clean. If you're unsure, ask your Operations team. Building Salesforce reports can feel daunting, but here are a few tips. If you'd rather, you can watch a video on Report Builder.