Step 3: Define Goal(s) for User Journey

Overview

This article will list out the steps to configure Goal(s) that needs to achieved by a User for whom the Journey is activated.

Introduction

Goals let you define the positive behaviour that is ideally desired by enlisting a User in a journey.

As soon as a rule defined for the Goal is met, all matching users are tagged as 'Goal Achieved' immediately.

Depending on value of 'Exit' criteria for Goal in 'Exit' tab, CustomerSuccessBox will either:

Check for Goal match, mark a matching user as 'Goal Achieved', and proceed with the next set of actions for the User.
Check for Goal match, mark a user as 'Goal Achieved', and exit Journey immediately.

Defining Goal(s)

Click on 'Set Now' in the Goals tab to start defining Goals that need to be achieved by Users in a Journey. Refer to the image below for more details.

You will be able to select multiple Properties and criteria for each Property that needs to fulfilled or not fulfilled for the Goal to be achieved . Click on 'Save' once you have selected all the Properties and the related criteria.

Click Save to save your Goal(s) defined

Properties and associated criteria

The different Properties and the associated operators and criteria that can be used to define Goals are listed in the table below

Property	Operator	Criteria Selection	Tracked at	Documentation
Segment	Has met Has not met	User Segment	User Level	User Segments
Milestone	Has met Has not met	Product Adoption Milestone	Account Level	Milestones
Playbook	Active in Has never been enrolled Has completed Is overdue	Playbook	Account Level	Playbooks
Outcomes	Has met Has not met	Outcome	Account Level	Outcomes
Account	More than/less than/equal to Contains/does not Contain In/Between/ Before/After	MRR Amount Created on Next Billing on Licenses Stage Status	Account Level	NA
Teams	Equal to Not equal to	Customer Success Manager Sales Manager	Account Level	NA
Account Custom Attributes	More than/less than/equal to Contains/does not Contain In/Between/ Before/After	Account Custom Attributes	Account Level	Account Custom Attributes
Users	More than/less than/equal to Contains/does not Contain In/Between/ Before/After	Role Last Active Date Created on	User Level	NA
User Custom Attributes	More than/less than/equal to Contains/does not Contain In/Between/ Before/After	User Custom Attributes	User Level	User Custom Attributes

Saving Goals

Click Save & Next to save the Goals configured and start defining the Exit Criteria that to complete the Journey for a eligible user

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
Create a conversation from here
Send an email to support@customersuccessbox.com

User Journeys: Getting Started

Step 1: Define Entry Enrollment criteria

Step 2: Define Action(s)

Step 4: Define Exit Criteria

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Anu Dudhat
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