Playbooks

Pulling in Email Signatures from Salesforce user object
Is there a way to pull in AM's and CSM's email signatures and calendar links that live on the user object in salesforce? I'm not able to pull in the "user" object, but we have all our reps role names, emails, division (office location), and calendar links that would be ideal to map in for automated emails. We use bookit…
PLAYBOOK | RENEWAL EMAIL FOLLOW UP BASED ON ACTION
This post was updated Feb '24 Difficulty Level: Walk Time Investment: 10 minutes We’re going to continue with the always-important theme of renewals and show you how to follow up on your initial renewal email automatically with a playbook. The benefit of this feature is that it helps CSMs be proactive with follow-ups…
Using Tasks to Track Journey Stage Duration?
I have a colleague who wants to track "Time in Journey" within a segment, but there is no way to currently track this without manually creating a Journey Start date and having a calculated field based on this field. My idea for a workaround is to trigger a task when a customer enters a specific Journey Stage and have a…
Is there a way to omit specific accounts from an email playbook?
We'd like to build a playbook that contacts most of our clients, but DOES NOT reach out to a select few named accounts. We want it fully automated so that we don't have to manually approve each email, that's too much work. I checked some of my settings but the "account name" field doesn't seem to show up for me, otherwise…
How to add an attachment to an email within a play?
We currently have plays set to automate sending usage reports based on the age of the contract. (at 60, 120 days) I have the email copy set to approve and be modified for each email so we can edit as needed based on usage and to attach a PDF of their full usage report. Right now, I can't see a way to attach or drag and…
Is it possible to have emails from playbooks only send to one user per email?
I am curious how others deal with contact identification when building email steps in playbooks. My ultimate goal would be to build a playbook that provides feature based enablement material to individual contacts who haven't used a particular feature. When building an account-based playbook, I've noticed that any contact…
PLAYBOOK | CSM ASSIGNMENT
Difficulty Level: Crawl Time Investment: 5 minutes This playbook will allow will kick off the workflow for assigning CSMs to newly assigned accounts. From there, you can use the CSM Capacity Manager layout to view current books and decide on assignments. Since there is only one task to this playbook, I've skipped the video…
Can you create a recurring Task?
Is there the ability to create a recurring task? For example, if we want to monitor a customer's health each week and send a reminder each week to check certain aspects of their health - is there a way to create a task that will be recurring?C Currently, we created a Playbook that automatically generates a task each week…
Is there anyway to personalize tasks with Account, Contact, & Opportunity Information?
Hi Catalyst Community, Is there anyway to create tasks with personalized information based off something that has happened in the account? For example, when NPS scores come through from a contact - we want our CSMs to be alerted if the contact is associated to their account. Using a playbook, it seems you can only…
💎 CATALYST CHAMPION TRACKING x USERGEMS 💎
Difficulty Level: Walk Time Investment: 10 minutes Champion departure is the #1 reason for churn, along with new Exec hires. Each year, 20% of the workforce changes jobs and this number only continues to climb in 2023. Catalyst’s Champion Tracking solution, powered by UserGems, enables teams to protect their #1 revenue…
Renewal Reminder Playbook
Playbooks are the automation engines within Catalyst. Use playbooks to kick off standard action plans or templates emails that are based on key data points about your customers and contacts. Template seen in: Renewals Playbook Related Support Articles: Playbooks Overview Playbook Task Actions Playbook Email Templates…
PLAYBOOK OBJECTIVES | 📣 Release Overview
⚡️Introduction to Playbook Objectives Playbook Objectives is yet another feature enhancement, along with Playbook Insights, that the Product team at Catalyst has been hard at work on! 🎉 Let’s break down the benefits for your team! You can now measure the effectiveness of your playbooks with no manual work - simply set an…
Dashboard Samples Showing Playbook Activity
I'm looking to learn more about what others have done to show playbook activity on a dashboard so we can set up some visuals to see the progress. I would love to see some samples that more experienced users have created.
PLAYBOOK | NPS SURVEY FOLLOW UP
Difficulty Level: Run Time Investment: 45 minutes We know how important feedback is, and it’s equally important to those sending feedback to feel heard. Follow-up via automation can ensure your customers keep providing feedback. The video below will guide you through: Creating a survey feedback follow-up playbook Branching…
PLAYBOOK | RENEWAL EMAIL BRANCHED BY SEGMENT
Difficulty Level: Run Time Investment: 25 minutes As your business grows and you scale out your CS team, segmenting your customers becomes increasingly important. We’re going to show you how to use our playbook sequencing to create one renewal reminder playbook that can send different messages to each of your segments. The…
PLAYBOOKS | RENEWAL REMINDER EMAIL
Difficulty Level: Crawl Time Investment: 5 minutes If there is one thing every CS team is looking for is more time ⏳. Writing the same email to each individual customer is the time suck of all time sucks. That’s why it’s important to have a way to automate repeatable emails to your customers. The video below will guide you…
PLAYBOOK | EMAILS WITH SURVEYS
Difficulty Level: Crawl Time Investment: 15 minutes Feedback is so important to every organization's growth and direction. Sending surveys can be incredibly easy and automated in Catalyst. The video below will guide you through: Playbook creation and entry conditions: how to create a playbook and use the right object to…
PLAYBOOK | MANUALLY TRIGGERED INTRO/WELCOME EMAIL
Difficulty Level: Crawl Time Investment: 25 minutes Ensure a consistent customer experience and zero manual overhead on your team through playbook automation! An awesome use case is to introduce CSMs to their new accounts with the help of playbook emails. The instructions below will guide you through: Identifying a…
PLAYBOOK | SFDC TRIGGERED INTRO/WELCOME EMAIL
Difficulty Level: Walk Time Investment: 10 minutes Ensure a consistent customer experience through playbook automation! Introduce CSMs to their new accounts with the help of playbook emails that are triggered by changes in existing Salesforce fields. The instructions below will guide you through: Utilizing an existing…
PLAYBOOK | SCALE CS ONBOARDING
Difficulty Level: Run Time Investment: 20 minutes As all CS teams work to maximize the efficiency of their current teams, it’s valuable to automate as many tasks as possible so that you can reallocate your team's time to the highest impact activities. We’re going to show you how you can automate onboarding resources for…
Success Plan & EBR Workflow: Playbooks
Playbooks are the automation engines within Catalyst. Use playbooks to kick off standard action plans or templates emails that are based on key data points about your customers and contacts. Template seen in: Success Plan & EBR Workflow Related Support Articles: Playbooks Overview Playbook Task Actions Playbook Email…
Customer Escalation Playbooks
Playbooks are the automation engines within Catalyst. Use playbooks to kick off standard action plans or templates emails that are based on key data points about your customers and contacts. Template seen in: Customer Escalation workflow - using fields defined and task templates created to build the below playbooks Related…

Playbooks

Discussion List