Differentiated scenarios within a Playbook

Differentiated scenarios within a Playbook

A Playbook is not necessarily linear. For the same trigger condition, it's possible to have scenarios adapted to each type of customer. For example, I might not onboard a key account customer in the same way as a customer with a small basket. This is where splits come in. There are several types of split:

• Split by customers vs. manual split: the split by customer will be based on an objective condition defined at customer level (MRR level, type of customer segment, etc.); the manual split will be left to the CSM to qualify (normal or not normal, continue or stop, option A or B, etc.). The qualification is done through a line in My Actions > Playbook pending actions.
• Split vs. split and merge: a normal split opens up several branches within a scenario, and these branches will never merge later on; split and merge will open up branches that will return to a common trunk later on. Ask yourself, is there a moment when the same actions should occur on all clients, independent from the branch they were splitted into?