Setting up CS Cloud

Before you can use CS Cloud, you must:

• Ensure you have carried out the tasks outlined in Preparing to Install.
• Assign CS Cloud licenses to your users.
• Assign PSA licenses to your users.
• Assign the relevant permissions to your users.
• Assign the Playbook Project page layout using Feature Console.
• Add the playbook default record type to the relevant profiles.
• Set up email alerts.
• [Optional] Customize Customer Success Cloud Lightning components. For more information, see CS Cloud Lightning Components.
• [Optional] Customize FinancialForce In-App Guidance.

Permissions

You can assign the following permission set groups to users for access to CS Cloud:

Permission Set Group Name	Description
FF Group - CSC - Customer Success Manager	Includes the CSC - Customer Success and CSC - Task Management Components permission sets.

You can assign the following permission set groups to users for access to the CS Cloud Task Manager and CS Cloud Task Team Calendar components in PSA:

Permission Set Group Name	Description
FF Group - CSC - Project Manager	Includes the CSC - Task Management Components permission set.

For more information about the permissions included in these permission set groups, see Permission Sets and Other Technical Documentation.

Permission Controls

Permission controls are required to use the Team Manager component. For more information, see About Team Permission Controls.

Setting up Page Layouts

To use CS Cloud, you must assign the Playbook Project page layout to the Playbook project record type. This can be done for all profiles using the CS Cloud feature in Feature Console. To do this:

1. Click the Feature Console tab.
2. Click CS Cloud.
3. Click Perform next to step 1.
4. When the step has completed, use the Status slider in the Feature section to enable the feature. The Playbook Project page layout is now assigned to the Playbook project record type for all profiles when using the Customer Success app.

Setting up Email Alerts

To enable email notifications when a team member has been assigned to a playbook task, you must share the email template with the users who will be assigning tasks. To do this:

1. Click the Email Templates tab.
2. Select All Folders.
3. Next to the CSC folder, select Share from the drop-down menu.
4. Select whether to share with the users, roles, or groups that will be assigning tasks from the drop-down menu in the Share With field.
5. Select the users, roles, or groups in the Names field.
6. Select View from the Access drop-down menu.
7. Click Share, then click Done.

Add the Playbook Record Type to Profiles

To enable users to create playbooks, you must add the Playbook record type to the relevant profiles. To do this:

1. From Setup, go to Users | Profiles.
2. Select the profile to which you want to assign Playbook as the default record type.
3. In Object Settings, click Projects.
4. In the Custom Record Type Settings section, click Edit next to Projects.
5. Select Playbook from the Available Record Types list.
6. Click Add.
7. Click Save.

CS Cloud Customer Success Manager Dashboard

Ensure you have the appropriate licenses and permission sets assigned to use PSA Analytics. For more information, see the Licensing and PS Cloud Analytics Permission Sets topics.

The CS Cloud Customer Success Manager dashboard is created as part of the PSA Core Analytics app.

For information on creating the CS Cloud Customer Success Manager dashboard, see Creating an App from the PS Cloud Core Analytics Template.

For information on embedding the CS Cloud Customer Success Manager dashboard into the Customer Success Workspace, see Embedding PS Cloud Analytics Dashboards in a Lightning Page.

Customizing FinancialForce In-App Guidance

FinancialForce In-App Guidance uses Salesforce user engagement features to deliver FinancialForce content, such as tutorials and learning paths, directly from our products.

CS Cloud includes a docked prompt, which displays a FinancialForce video tutorial overview of the app on the CS Cloud workspace. You can control the visibility of prompts, activate and deactivate them, and clone and customize them.

To find out more about FinancialForce In-App Guidance, see the FinancialForce In-App Guidance Quick Start Guide - Fall 2021.

To find out more about Salesforce User Engagement, see the Salesforce Help.

Using CSC Components On your Experience Cloud Site