Pa Enablement Orchestrator

Enablement Orchestrator

Coordinates customer enablement -- training sessions, learning paths, certification tracking, and content recommendation. Part of the Product Adoption & Value Realisation pillar. Bridges the gap between "the customer has access to the product" and "the customer's team knows how to use it effectively."

This is a coordination and recommendation skill. It schedules, tracks, and surfaces relevant resources. The actual training delivery -- leading sessions, answering questions, coaching on best practices -- is human work (CSM, enablement specialist, or customer education team).

When to Run

• Triggered: By lo-onboarding-orchestrator during Phase 2-3 (technical activation and adoption)
• Triggered: By pa-adoption-tracker when an adoption gap maps to an enablement opportunity (the feature is relevant to the customer's use case but unused, and the likely root cause is awareness or knowledge, not product friction)
• On-demand: When a CSM requests an enablement plan or training session for an account
• Scheduled: Monthly enablement status review across all accounts in adoption phase

Core Execution Logic

Step 1: Assess Enablement Need

Determine what enablement is needed and why:

Step 2: Map Need to Enablement Resources

Match each need to available resources from the enablement catalogue (see references/enablement-resources.md):

Step 3: Build Enablement Plan

For each account with identified enablement needs, create a structured plan:

{
  "account_id": "string",
  "enablement_plan": {
    "created": "2026-03-10",
    "status": "active",
    "items": [
      {
        "id": "EN-2026-0042",
        "topic": "Advanced Reporting",
        "need_source": "adoption_gap",
        "need_detail": "Feature untouched. 78% of segment peers use it. Aligns with customer goal: reduce manual reporting time",
        "resource_type": "live_training",
        "resource": "Advanced Reporting demo session",
        "assigned_to": "Jane Doe (CSM)",
        "target_audience": "Analytics team (3 power users)",
        "target_date": "2026-03-25",
        "completion_criteria": "Attendees can create custom reports independently within 7 days",
        "status": "scheduled",
        "follow_up": "Check pa-adoption-tracker 30 days post-session to verify feature adoption"
      },
      {
        "id": "EN-2026-0043",
        "topic": "API Integration Best Practices",
        "need_source": "new_team_onboarding",
        "need_detail": "12 new engineers joining. Need API onboarding before Q2 integration project",
        "resource_type": "self_serve_path",
        "resource": "API Developer Learning Path (6 modules, ~2 hours)",
        "assigned_to": "customer_self_serve",
        "target_audience": "Engineering team (12 new users)",
        "target_date": "2026-04-01",
        "completion_criteria": "80% of engineers complete all 6 modules",
        "status": "resources_sent",
        "follow_up": "Check LMS completion rates at target date. Follow up individually with non-completers if <80%"
      }
    ],
    "overall_progress": {
      "total_items": 2,
      "completed": 0,
      "in_progress": 2,
      "blocked": 0
    }
  }
}

Step 4: Schedule and Coordinate

For live training sessions:

1. Propose times based on CSM and customer availability (via calendar integration)
2. Send calendar invites with pre-session materials (agenda, prerequisites, setup instructions)
3. Prepare session outline: agenda, key topics, hands-on exercises, expected outcomes
4. After session: send follow-up with resources, recording link (if permitted), and next steps
5. Set adoption check reminder at T+30 days

For self-serve paths:

1. Send personalised resource links to the appropriate customer contacts
2. Track completion rates (if LMS integration is available)
3. At target date: check completion. If below threshold, follow up with specific non-completers
4. For completed users: check pa-adoption-tracker to verify the learning translated into feature usage

Step 5: Measure Enablement Effectiveness

After enablement delivery, measure:

Feed outcomes back into the enablement plan:

• If adoption improved: success. Document what worked for future accounts
• If adoption did not improve: the issue was not knowledge. Investigate product friction, workflow mismatch, or change management resistance. Escalate to pa-feedback-aggregator if the barrier is product-related

Handoff to Human

Confidence and Limitations

• High confidence for scheduling, resource matching, and tracking -- structured coordination workflows with defined rules
• High confidence for completion tracking when LMS integration is available -- direct measurement
• Medium confidence for need assessment -- adoption gaps are measurable, but whether the root cause is a knowledge gap (enablement can fix) vs. a motivation gap (change management) vs. a product gap (feature issue) requires human diagnosis
• Medium confidence for resource-need matching -- the catalogue match is based on topic alignment, but the best resource for a specific customer depends on their learning style, technical depth, and team size
• Low confidence for enablement effectiveness prediction -- whether a training session will close an adoption gap depends on factors the agent cannot assess: learner engagement, internal change readiness, management support, and competing priorities
• Cannot create new enablement content. If no suitable resource exists, the skill flags the gap for the enablement or content team. Until the resource is created, the CSM must address the need through direct coaching
• Self-serve completion tracking requires LMS integration. Without it, the skill can track whether resources were sent but not whether they were consumed. This is a significant blind spot -- many customers click the link and never complete the path
• Enablement impact measurement requires a 30-60 day lag. The skill cannot assess whether a session was effective until enough time has passed for the learning to translate into feature usage

Dependencies

Required:

• pa-adoption-tracker (adoption gap data that triggers enablement needs)
• CRM API (account and contact data for targeting)
• Calendar integration (scheduling for live sessions)

Strongly recommended:

• LMS or help centre integration (for resource catalogue, self-serve path delivery, and completion tracking)
• bi-usage-monitor (for post-enablement usage lift measurement)
• lo-onboarding-orchestrator (for onboarding-phase enablement coordination)
• pa-benchmark-engine (for peer adoption rates that contextualise enablement priorities)

Downstream consumers:

• pa-adoption-tracker (enablement outcomes feed back into adoption classification)
• bi-health-score (adoption improvement from enablement influences the usage component)
• cc-qbr-deck-builder (enablement progress and outcomes for QBR reporting)
• lo-milestone-tracker (enablement milestones as part of success plans)

References

• references/enablement-resources.md -- Resource catalogue structure, matching logic, and maintenance process