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CustomerSuccessBox 101 Training for CSMs | How to Manage Your Tasks

Overview

In CustomerSuccessBox, tasks usually get created for different action points that you might need to take during the onboarding, renewal, upsell, or other processes. It will help you know the activities that you need to do on a given working day.

This section will help you understand how to create a task for yourself or other team members in CustomerSuccessBox. 

Also, you will learn how to manage your daily task effectively using the various filter options available. Moreover, you will learn how to view the performance of your tasks for the accounts assigned to you.


Note: Enrol for a Free Training of  CustomerSuccessBox 101 Training for CSMs



Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager or a specific success role to them. 

What will I be able to achieve?

  • Viewing the tasks using the “My Tasks” dashboard 

  • Viewing Open tasks of an Account on Accounts 360 page

  • Managing everyday tasks using focus areas /smart filters

  • Creating a task manually using My Tasks and Accounts 360 for yourself or your team-mate.

How to manage your tasks in CustomerSuccessBox?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.

Step 1: Viewing/editing the tasks using the “My Tasks” view

This view in CustomerSuccessBox will help you to view all the different tasks that get assigned to you. You will be able to prioritise your daily work from here and operate lot more smartly :)

Also, these tasks are either created manually or automatically created by Playbook, Alerts, Journeys, or SalesForce application.

  • Click on the My Tasks drop-down present on the top bar of the CustomerSuccessBox.Then click on the My Tasks option.



  • You can view the tasks either in:

    • Table format: Here, you will see the list of tasks in a tabular/listicle format. It will also give you a glance at task details. Again, you need to click on the check box once you complete the task.



  • Board format: Here, you will view the task on the board as tiles. You can easily drag and drop the task to other stages to change its status. 

You can always edit the task in both formats.


 

  • Now you will be able to see the “My Tasks” screen. You will possibly be able to see tasks in different statuses. Also, the number beside it shows the number of tasks in that particular status.



  • To-Do: Here, you can view tasks for which you need to take action.

  • In Progress:  Here, you can view all the tasks for which you have started taking action.

  • Completed: Here, you can view all the tasks that you have completed.

The task tile will show the following things:


  • Name of the task

  • The account associated with it, 

  • The Product Adoption Health of the Account it is associated with.

  • Source from which task was created (like Name of Playbook, Name of Alert, Name of another team-mate, etc.)

  • Owner of the task


Also, you can view smileys beside every task that gets displayed on the dashboard. These smileys are used to indicate the Product Adoption Health of the Account the task gets assigned to. 

       You can view from the below health options:

  • Good Product Adoption Health: It is shown using

  • Average Product Adoption Health: It is shown using

  • Poor Product Adoption Health: It is shown using

  • Not Calculated Product Adoption Health: It is shown using . It gets displayed when the rule is not applied to calculate the health of the account.


You can also view the task details by clicking on the particular task name on the screen. You also get an option to edit any details of a selected task.



It will show you the details on the right side of the screen. You will be able to see,

  • Task Name: Name of the task

  • Description: Here, you will find brief content explaining the importance of the task. You can format. Soon, you will have the option to add attachments.

  • Account: Account to which the task belongs to

  • Assigned to:  Here, you can see the CSM or sales team member name who has been assigned this task. In most cases, it will be your name.

  • Status:  It will indicate the stage in which the task is present. Status is Todo, In-progress, Completed.

  • Priority:  Here, you will be able to see the importance of the tasks, namely either,

    • High

    • Medium

    • Low

  • Due Date & Due Time: The date and time by which the task needs to get completed. 

You can also edit the task if needed and save the Changes by Clicking on the Save button.

Step 2: Viewing the Open Tasks of an account using Accounts 360 page

Here, you can view all the different tasks related to a particular account. Also, you will be able only to view those tasks that are assigned to you.

  • Click on the Customers drop-down. Click the Accounts option.

  • You will now see the different accounts under you.



  • Click on the account for which you want to view the tasks.

  • Select the Open Tasks tab to view the open tasks and yet to be completed by you.



  • If you double click on any tasks, you will view all the details of the task like,

    • Task Name: Name of the task

    • Description: Here, you will find brief content explaining the importance of the task. You can also format the task description using various options available. For example, you can highlight any text using the Bold option or add a hyperlink to it.

    • Account: Account to which the task belongs to

    • Assigned to: Here, you can assign the task to yourself or other team members who have to complete the job. In most cases, it will be your name.

    • Status: It will indicate the stage in which the task is present.

    • Priority: Here, you will be able to see the importance of the tasks, namely either,

      • High

      • Medium

      • Low

    • Due Date & Due Time : The date and time by which the task needs to get completed. 

You can also edit any task using this option.

Step 3: Managing everyday tasks using Focus Areas/Smart Filters

You can use filters to prioritize your day. Say, for example, you want to pick up all the accounts at risk, and completing those tasks can help you retain the customer. You can achieve it using the intelligent filters available in CustomerSuccessBox. 

There are different filter options available when you want to view the tasks. They can help you in planning your day at work. The various filters available in CustomerSuccessBox are,



  • Priority: You can select a task based on its priority of High, Low, Medium.

  • Due- Date: Using this filter, you can select the task that needs to get completed by a particular date. It will help you view tasks that are due in the next couple of days and need your attention.

  • Source: Here, you can choose the person or system that has created a particular task. You may select from the manual tasks created by your Success Managers or created by internal modules of CustomerSuccessBox like Playbook.

  • Account: This filter will help you to view the tasks of a particular account.

  • User: This filter is beneficial when you want to view the tasks that were created for a particular user.

  • Assigned to: This filter is by default set to your name. You cannot alter this filter option.

Note:  You can only view the tasks that are assigned to you.


It would be best to start your day by filtering the task based on the source. 

A quick suggestion, you can start your day with a task where the Source as Alerts. It will help you remain proactive throughout the day. You may also begin working on high-priority tasks that need your immediate attention to retain customers. You may select any type of filter according to the kind of tasks you wish to start working on.


You can also search for a task with its name using the search bar on the My Tasks dashboard.


Step 4: Creating a task using My Tasks or Accounts 360 page

You can also create tasks for yourself and the team. These tasks would help you and your team to plan your day and meet the business goals.

  • Adding Tasks using My Task dashboard

    • Click on the My Tasks drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the My Tasks option.

    • Click on Add Task button to create a new Task.


  • Adding Tasks using Accounts 360 page

    • Click on the Customers drop-down. Click the Accounts option.

    • You will now see the different accounts under you.


  • Click on the account for which you want to view the tasks.

  • Click on the Tasks tab in the Accountability section of the Accounts 360 page.


  • In both cases, you will need to add the below fields,

    • Task Name: Name of the task

    • Description: Here, you will find brief content explaining the importance of the task. You can also format the task description using various options available. For example, you can highlight any text using the Bold option or add a hyperlink to it.

    • Account: Account to which the task belongs to

    • Assigned to: Here, you can assign the task to yourself or other team members who have to complete the job. In most cases, it will be your name.

    • Status: It will indicate the stage in which the task is present.

    • Priority: Here, you will be able to see the importance of the tasks, namely either,

      • High

      • Medium

      • Low

    • Due Date & Due Time: The date and time by which the task needs to get completed. 

Click Save to save the newly created task.

Coming Up: CustomerSuccessBox will have a feature to add an attachment in the description section while creating or editing a task. It can attach any document of the type .doc or .pdf. You can also attach an image of the formats .png or .jpg.

FAQs:

  • Question: What is the frequency of getting task notifications?
    Answer: You will get the notifications for tasks which get created automatically like Task due, task overdue, playbook due, playbook step due every morning at almost 9 am your time-zone.
    All the other notifications of tasks which are manually created for you, or someone completed the task you had created, you will get their notifications almost instantly.

  • Question: How do I stop getting notifications?
    Answer: If you do not want to receive notifications, you can go to Profile>> Notification Settings & disable notifications.

  • Question: If I have created a task, will I get the notification when it is created and due?
    Answer: You will get the notification when it is due.

  • Question: As a CSM, can I assign a task to my teammates if I am on leave?
    Answer: Yes, you can definitely assign the tasks to your team-mates by changing assignee of the task.

  • Question: Will I get overdue notifications?
    Answer: Yes, you will get a notification when a task is overdue.

  • Question: Can I mark the task complete from the Account 360 page?
    Answer: Yes, there are 2 ways, you can mark the task completed from the “Open Tasks” & “Tasks” tab.

And from “Task Tab”




  • Question: In the tabular view, what is the difference between checking the box and closing the task?
    Answer: Checking the box means the task will be marked as completed whereas closing the task will lead to the deletion of tasks.

  • Question: How can I create tasks for multiple accounts simultaneously?
    Answer: Currently, you can only create task only for one account & not for multiple accounts in one go.

  • Question: How to create a task for another team member?
    Answer: While creating a task, you can add your team-mates name in the “Assigned to” field.

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 can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


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  1. Anu Dudhat

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