Success goals in Freshdesk Customer Success set the foundation for delivering measurable improvements across the four primary KPIs—retention, expansion, advocacy, and efficiency—only faster and in a more scalable way.
Both customer success managers (CSMs) and administrators can create Success Goals in Freshdesk Customer Success.
To help strike a balance between manual and automated customer engagement, there are two modes by which you can create Success Goals.
Automatically: Administrators can define Goal Templates which can be accessed by all users. Admins can also choose to manually deploy or auto-deploy these goals across accounts at the time of goal template creation.
Manually: Users can also create their own goals from scratch besides the ones available in the Goal template library via the 'Add new' option on the top-right. These goals will be visible only to the creators and the watchers added. These will not be part of the Goal library that a user can choose from.
Next up: Creating goal templates and new goals.