Monthly CX Update Wizard

The Monthly CX Update Wizard guides you through a structured review of each account's customer experience health. It collects your updates across multiple dimensions and pushes them to Salesforce in a single batch.

Purpose

At the start of each month, CSMs review their accounts to update CXM sentiment, health indicators, and executive summaries. The wizard:

• Walks through each account that needs an update this month
• Pre-fills current values from Salesforce so you only change what is new
• Validates field lengths against Salesforce limits before submission
• Writes all changes back to Salesforce upon submission
• Tracks which accounts have been completed for the current month

Launching the Wizard

There are several ways to start:

• Click Start on the monthly update banner that appears on the Dashboard when updates are due
• Select CX Update from the actions menu on any account row or card
• The wizard can be started for all accounts or a single account

When started for all accounts, they are sorted with uncompleted accounts first, then alphabetically.

Wizard Steps

The wizard has four steps per account. A context card at the top of each step shows the account name, current health status, ARR, CXM name, days since last activity, segment, and recent team notes.

Step 1: CXM Sentiment

• Sentiment -- select Green, Yellow, or Red from the dropdown
• CSM Exec Summary -- New Entry -- write a new summary entry. This is prepended (with your name and today's date) to the existing exec summary in Salesforce.
• Generate with AI -- click to have the AI generate a sentiment summary based on your account data (recent notes, interactions, escalations, tasks, REACH scores, opportunities, and feature requests)
• Previous Entries -- shows the existing exec summary for reference (read-only)

Tip

The AI sentiment generation gathers context from across the account -- recent notes, interactions, escalations, open tasks, REACH scores, opportunities, and feature requests -- to draft a comprehensive update.

Step 2: CX Play & Update

• CX Play -- a short text field (max 255 characters) describing the current customer experience play
• Last CX Update -- automatically set to today's date when you submit

Step 3: Health Indicators

Ten health indicators are displayed in a two-column layout. Each indicator has a status dropdown (Green/Yellow/Red) and a comments field:

Indicator	Description
Consumption	Product consumption status
Enterprise Features	Adoption of enterprise features
Kong OSS Present	Whether Kong OSS is deployed alongside the commercial product
Critical Use Cases	Status of critical production use cases
Customer Business Health	Overall business health of the customer
Relationship Health	Quality of the customer relationship
Technical Engagement	Level of technical engagement and collaboration
Platform Play	Progress on platform adoption strategy
Value Realization	Whether the customer is realizing expected value
Active Project	Status of active implementation or project work

Step 4: Review & Submit

The review step shows a diff of all changed fields with previous and new values side by side. Fields that exceed Salesforce character limits are highlighted in red and must be shortened before submission.

Actions:

• Submit to SFDC -- saves all changes to the local database and pushes them to Salesforce. Marks the account as completed for the current month.
• Skip -- move to the next account without saving changes
• Back -- return to the previous step

After Submission

Once submitted:

• Changes are written to the local database immediately
• Each changed field is pushed to Salesforce (see Salesforce > Write-Back Fields)
• The account is marked as completed for the current month in your config
• The wizard advances to the next account, or shows a completion summary if all accounts are done

Completion Tracking

The monthly update status is tracked per account using the Salesforce ID and the current YYYY-MM month string. This tracking is stored in your local config file, not in Salesforce. The Dashboard banner and calendar icons on account rows update automatically as you complete accounts.

When a new month begins, all accounts reset to "needs update" status.