Adding Achievements

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

The section called 'Details' includes:

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

Adding Tasks

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

The section called 'Details' includes:

• 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). 
• Comments - Comments to give extra details for the Task.

The section called 'Advanced' includes: 

Note: The Advanced section will not show for certain accounts or users based on permissions and settings.

• Conditional* - This feature will require the Task to meet a set of criteria before it is added as to the Milestone for any Account going through this Journey
  • Conditional Off - The Task will be included in the Milestone for all Accounts going through the Journey
  • Conditional On - The Account will have to meet the specified criteria at the time of the Milestone being set to 'In Progress' for this Task to be included in the Milestone for the Account
    • Add A Filter - This option is for adding the additional criteria that is needed for the Task to apply to the Milestone for a given account. If 'Conditional' is toggled to yes, this will appear with 'IsActive' as the default filter, and the 'Add a Filter' button to add the additional criteria.
• External Sharing** - If external sharing is enabled for the account and the specific journey, this setting allows you to choose if this Task in this Milestone should be shared in the External Journey Report and/or the In-App Journey Checklist.
  • External Report - Read Only - this will share the Task in the Journey Report as a view only, non-editable item
  • External Report with Collaborators - this will share the Task in the Journey Report and allow editing with assigned Collaborators
  • In-App Checklist - this will share the Task in the In-App Checklist
    • Include Link in Step - If 'yes', this will add a URL to the Task
    • URL - Field to include URL
  • External Report with Collaborators and In-App Checklist - this will share the Task in the Journey Report and allow editing with assigned Collaborators and it will also share the step in the In-App Checklist 
    • Include Link in Step - If 'yes', this will add a URL to the Task
    • URL - Field to include URL

* Note: For more on information on Conditional Steps, see this article.

** Note: For more on information 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.