Collaborate on Success Plans

Success Plan collaboration means that you can give customers a more active role in their interactions with your plans for continued success. Collaboration allows for your customers to make their own changes to Success Plans.  

Collaborators on Success Plans can: 

• Edit the plan's summary.
• Edit task/achievement status.
• Edit task/achievement collaborator assignments and dates.
• Edit goal summaries and dates.
• Edit task and achievement comments. 

The "Last Modified" date is updated when external collaborators make changes, allowing you to easily track when changes were made. 

Plan summaries, goals, and tasks/achievements have individual access options. Each of these items you create will include Shared settings where you can determine collaborative access: 

If a goal is not shared, neither will the associated tasks/achievements below it be. Otherwise, no access setting is dependent on any other setting (you can choose not to share your plan summary but to share a goal; you can share one goal but not another one). For more information on creating goals and the associated settings, see Create and Manage Success Plans.

Please note that when you create goal tasks/achievements for a shared plan, their default shared status is "Read Only." You will need to switch access to share any individual task/achievement manually. Comments on shared tasks and achievements, whether collaborative or read-only, are visible to customers. (When shared, the whole of a plan summary, goal, or task/achievement is shared. You cannot individually manage access to parts of any shared item.)

• NOTE: Comments on tasks/achievements are always visible when shared. While comments cannot be seen on tasks/activities in a plan that has not been shared, those comments may become visible if the plan is shared later. 

To collaborate on Success Plans: 

1. In the Share Settings for your plan, allow sharing and add some level of "collaborate" access for the people with whom you want to collaborate. Then, click the Save button.
   • You can manage this access by segment or per individual user. For more on share settings, see Share Success Plans.
   • NOTE: When a plan is first shared, access is automatically set to "Read Only." You must manually change these settings for the areas where you want to collaborate.
2. From the actions menu for your plan, select Manage Collaborators. 
   
3. On the Manage Collaborators page, you can see everyone who can currently collaborate on your plan. Open the actions menu to: 
   
   • Resend Invite: Sends the invitation email again, according to the originally selected settings.
   • Change Access Level: Switch how the collaborator views and interacts with the Success Plan.
4. You can add more collaborators to your plan from this page. Click the Add Collaborators button at the upper right. 
   

5. In the Add Collaborators window, fill out the following fields:
    

   

    

   • Invitees: You can invite anyone to collaborate on Success Plans, regardless of whether they exist in ChurnZero. Add email addresses to the invitee line to bring others in as collaborators.
   • Subject: This is the text that appears in the subject line of the invite email. Enter your text into the text field.
   • Message: This will be the main body of your invite email. We'll provide some default text ("Follow the link below to view the plan. Save this link to access the plan again. You will need to generate a one-time password each time you access the plan") but you can change the text or add your own.
   • Access Level: Determine how the collaborators can view and interact with the Success Plan.
     • View: Invitees can see the plan but cannot invite others to view it or make changes to it.
     • Collaborate: Invitees can see the plan and make changes to it as collaborators but cannot invite others to view or collaborate.
     • Collaborate + Manage: Invitees can see the plan, make changes to it as collaborators, and invite others to view or collaborate on the plan.
6. Click the Send button.
   • If you want to see what the email looks like before sending it to invitees, click Send Test Email.
7. Your invitation is sent to invitees, who can view and edit the Success Plan. Invitees receive an email asking them to follow a link and create a one-time password (OTP) to view the shared plan.