Objective

This article will help you understand and configure Alerts in CustomerSuccessBox.

Who’s this for?

If you are responsible for managing the customer success team (mainly admins) and want CustomerSuccessBox to generate high value signals for your team, you are in the right place.

Introduction

Alerts lets you configure CustomerSuccessBox to monitor and generate high value signals for accounts that need your team’s attention, and it is used to cover use cases such as Onboarding, Risk, Upselling, and Renewal. Moreover, it also gears you to setup your team to act. Alerts can be used to automate tasks for CSMs as well as to enroll matching Accounts into Playbooks.

You can configure alerts for your team from ‘Automation > Alerts'.

Alerts are sent out once daily. All Alerts can be checked from ‘My Tasks’ section, as well as from account view under ‘Open Alerts’ tab. For getting email alerts, each CSM needs to enable Alert Notifications for themselves from CSM profile dropdown (on top right) > Notification Settings. This will ensure that they get notification for accounts assigned to them as well as accounts followed by them.

Configuration

To view all the existing Alerts or to configure a new alert, click on Automation > Alerts in your CustomerSuccessBox account. Alerts are sorted by created date in ascending order. 

‘Name’ lets you define unique name for the alert, whereas ‘Message’ lets you define a description. You can setup your alert to monitor accounts belonging to specific segment(s).

There are 4 possible Alert types which let you classify alerts by their use case: 

Type	Symbol
Onboarding
Renewal
Upselling
Risk

Further, you need to specify the exact condition(s) that must match on a monitored account for an alert to trigger.

Making Alerts actionable

By just creating Alerts, you will get notified when a high value signal is detected. But if you do not act on it, it gets lost with no output. This is why CustomerSuccessBox arms you with an option to generate a follow up task or enrol a matching account into a playbook, provided the account is already assigned.

To ensure that alerts are not repeated on a daily basis and CSMs get ample time to turnaround: 

We track the task generated by an alert for a matching account, and check if it  has been 'completed '. If not, we do not act.

Similarly if a matching account is already active in the playbook specified for an alert, we do not act.