Adding Achievements

If you want to create an Achievement, select "Add New Achievement" and you'll be greeted with the "Add Achievement" screen.

Adding Tasks

This is similar to creating Tasks elsewhere in ChurnZero including in our Plays feature.

• Subject- This is the main purpose of this Task being completed.
• For- This will automatically be set for the entire Account since Journeys are Account based and not Contact based.
• Status- This is the default Status that will be assigned when initially created during the Milestone. Please note that you have the ability to create additional Status types inside your CRM to provide more options for you and your team.
• Priority- This dictates the Priority that this task should take in your Task list.
• Assign To- Similar to a Task being creating in the ChurnZero Plays feature, you have the ability to assign the Task two ways:
  • User Account- This allows you to select a specific user account. This option is useful in situations where the Task should be assigned to a specific individual. For example, when a new customer first joins, you may want to add a Task for
  • Role- This allows you to select a role/team member who is involved in managing the account. This option is useful in situations where the message should come from an individual with a specific role/relationship to the customer - and that individual will be different for each account. For example, you may want most of your Tasks to be assigned to the customer's assigned CSM/Owner - but you may want certain messages to come from their Implementation Specialist.
• Due Date- This is when you want the Task to be completed by once assigned to the User Account or Role that you dictate for the Assign To field.
  

  Note: Due Date is number of days from the moment that the Milestone begins.

• Follow Active Hours - If a Task is slated to be assigned during non-Active Hours (Admin > General), if this setting is set to Yes, the Task will not be assigned until Active Hours resume. 
• Required - This setting allows you to indicate if the Task must be completed in order to automatically complete the Milestone.
  • If set to Yes, the Task has to be done in order for the Milestone to automatically complete. You can still manually complete a Milestone whenever you want, regardless of Task status.
  • If set to No, the Task does NOT have to be done in order for the Milestone to automatically complete; Tasks set this way are referred to as "optional". If all required steps (Achievements + Tasks) are complete but there are still optional steps that are not complete, the Milestone will mark itself as complete automatically (provided this is how you have the Journey configured). 
  • Visible Externally - must set to 'Yes' for this Task to be included in the externally shared Journey Report*
  • Allow Collaborator - controls whether Collaborators on the External Report* can edit the status and Collaborator Assignment of the Task. Setting to 'Yes' opens the following field:
    • Collaborator Assigned When - choose Manually or Automatically by Contact Segment 
      
       * NOTE: For more on info on External Journey Reporting, see this article

Reorder and Saving Your Milestone

Continue adding Achievements and Tasks that you want to have Completed during the Milestone. There is no limit to the number of Steps you can create. You have the ability to reorder the Achievements and Tasks as you see fit to design the ideal workflow for you and your team.

After you click "Save Journey" you will return to the main Journeys page and will receive a prompt on the lower right hand corner letting you know it has successfully saved. From here, you can create another Journey. For example, if you've just created a "First Year" or "Onboarding" Journey - you may wish to create a "Second Year" Journey or "Training" Journey. Similar to a Milestone, a Journey can also be copied to be used as a template for another Journey.

Once you're satisfied with your Journey, you can simply use the "On/Off" function to put the Journey in "Active" mode. If you saved your Journey without turning the Journey to "On" or if you want to make changes to your existing Journey - simply hover over the Journey and click "Edit"

 

NEXT: Journey Reporting