Pipeline Tool Glossary-Right Click On Images to Open in New Tab or Download

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Link To More Detail Training: https://servicenow.sharepoint.com/sites/GlobalCustomerAdvocacy/Document%20Library/Forms/AllItems.aspx?id=%2Fsites%2FGlobalCustomerAdvocacy%2FDocument%20Library%2FTools%20%26%20Processes%2FPipeline%20Tool%2FInternal%20%2D%20Advocacy%20Leads%20Overview%2Emp4&parent=%2Fsites%2FGlobalCustomerAdvocacy%2FDocument%20Library%2FTools%20%26%20Processes%2FPipeline%20Tool

Account Manager

Automatically pulled from the customer's account profile in SURF. This is the AE on the account

Additional Product Info

This is how we track Pro Packages and additional product details. Please see the Additional Product Info for our current list of options

Anonymous

When the customer will not allow us to post this anywhere externally, we use this checkbox to note which will be anonymized within SSC

Application

A multi-select field that notes the specific applications that are applicable to the story/group reference call/what an advocate is referenceable for

Area

Automatically pulled from the customer's account profile in SURF. Subsection of the GEO field

Asset Completed

The date of when the asset is approved by the customer and the layout is in process. This should always be before the Asset Published field

Asset Published

The date of when the first asset is published to either .com or SSC

Assigned To

The name of the CA team member who is directly working the record

Business Unit

A multi-select field that notes the BU's that are applicable to the story/group reference call/advocate. This is not a list of what the customer owns

C Suite Story

"These are stories that we would like to either funnel up to our own C-Suite, or stories/references where we promote through our c-suite channels. Please see our list of requirements below: - Senior executive spokespeople (typically c-level) - Human impact & value stories - Industry relevant brands - Promoted in Earnings & c-suite channels (LWI campaign, Earnings/Bill talk track, ForbesBV, Workflow, LWI podcast, etc.)—so if you have agreement from Comms to include then it counts or of course if it’s already been amplified in c-channels"

Comments

A historical activity of actions taken on the record

Contact Full Name

The name of the main contact you are working with at the customer account

Contact Title

The job title of the contact (automatically pulled from the SURF contact record)

Content

The intended outputs/assets we plan on developing with the record

Country

Automatically pulled from the customer's account profile in SURF. This is based upon where the company HQ resides

Customer

The name of the customer we are working with

Description

Brief overview of the record. These should be similar to the 1-minute read. Include all story asset url(s)

Example: In common with many large universities UCSD had historically been a siloed organization with departments using their own systems, IT infrastructure, and teams, with the result that customer service was inconsistent, and it was difficult to access university-wide information and resources. UCSD's vision was to create a single service center, offering consistent, professional customer services addressing all users' requirements, accessible to all UCSD faculty, support staff, and students alike. ServiceNow began supporting UCSD with ITSM in 2016, but its roadmap to single, centralized customer services was created in 2018 with a move to ServiceNow CSM. Now UCSD's centralized online resource – Blink – provides a single, first point of contact portal for all UCSD faculty, support staff, and students, looking for accurate, up-to-date information and access to services in core areas such as finance, facilities, HR, IT services, events and health and safety. This has delivered significant benefits for both UCSD and users of the services provided*.

Executive Lead

If we have an executive engaged on a story/onboarding with us, we can track who the executive is by noting their name

Expected Completion Date

This is the AM's best guess on what quarter the story will be published in. If the AM is not sure, please use the latest quarter selection as a default

GEO

Automatically pulled from the customer's account profile in SURF based upon ACE/AMS/EMEA/APJ. This field CAN be overwritten if need be.

Industry

Automatically pulled from the customer's account profile in SURF

Language

This picklist allows us to track which language the story has been translated in

Lead Type

This is the main field for us that notifies whether we are working on a Customer Story, an Advocate Onboarding, a potential Group Reference Call, or whether it is a Story Service lead

Likely to Close

This is the AM's best guess on how likely it is this story will be published by the Expected Completion Date. If it is early on in the customer story journey, please use 25% as a default

Localization

This is a checkbox for us to track whether or not the story is being translated into another language once it is finished

Nominator

The name of the person within ServiceNow who sent us this lead

Now Value

Now Value stories and references provide customer validation for our Now Value methodology and value of ServiceNow as a business partner by speaking to positive experience with ServiceNow as a partner in their success. It might help to think of it as a service layer to the story—can the customer speak to a positive experience with: building business case, implementation, customer success (including Customer Success Center and/or working with their customer success manager), value realization study, etc. It does not have to mention the term Now Value.

Origination

The organization that sent us the specific lead

Partner

This field is to be used when we are working on a story/advocate onboarding/group refernece call directly with a partner. Not to be used if the customer is also a partner as well

Partner Name

This field is mandatory when the Partner checkbox is selected. Please note which Partner you are working on the story/advocate onboarding/GRC with

Phase

The phase is the bucket we use to categorize various statuses. We have 4 distinct phases with various statuses in each phase (please see Status & Phase tab for all phases)

Revisit Date

When a record is put on hold, the revisit date notifies the assignee when it's time to circle back around with the customer/account team

Solution Consultant

Automatically pulled from the customer's account profile in SURF

Status

This selection allows us to track where we are at within our specific process by stage/status.

Story Goal

We have 3 specific goals with our stories: Brand, Impact & Core. The highest story goal should always be selected

Story Headline

The headline of the story (shouldn't be longer than a sentence or two)

Example: Grupo Bimbo creates excitement around digital transformation among its associates with its ServiceNow platform approach

Story URL

The link to where the story is published. This can be SSC if the story is anonymized or .com if the story is published externally

Submission Date

The date of when the record was created within our tool

Territory

Automatically pulled from the customer's account profile in SURF. Subsection of the area field

Value Story

Value stories are shaped with Inspire Value team and written to include value metrics—in some cases customers will have done a value realization study, in other cases you will have brought Inspire Value in on the story creation process to optimize how you can articulate relevant value metrics. We should be inviting IV to participate in all story creation processes though they will likely opt out of some.

White Glove List

Used for accounts that are on our white-glove list for accounts

Workflow

A multi-select field that notes the specific workflows that are applicable to the story/group reference call/advocate

Workflow Conversation

A single select field where the team member will select the most present workflow conversation within the story