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darkknight
darkknight
Expert ⭐️
Feb 3, 2016 4:07 PM UTC

Cockpit: Need a "delegate" function for CSMs to assign a backup when they are on vacation

We have a need for CSMs to be able to transfer their workload temporarily to another CSM when they are going to be out for an extended period of time.  Expecting a backup CSM to check the cockpits of 75 additional customers is not feasible. 

      7 replies

      sandy_habeck
      sandy_habeck
      Contributor ⭐️
      Feb 3, 2016 4:45 PM UTC
      This would be helpful for CTA's as well. 
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      darkknight
      darkknightAuthor
      Expert ⭐️
      Feb 3, 2016 4:47 PM UTC
      Yes, actually it would be valuable to be able to flag a CSM that will be my backup and be able to say "assign ALL new CTAs of type X to this CSM between Start Date/End Date"   
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      Jeff Kirkpatrick
        thomas_lipscomb
        thomas_lipscomb
        Contributor ⭐️⭐️
        Feb 3, 2016 6:58 PM UTC
        Great suggestion...  Have ~120 accounts per CSM.  One in Hawaii last 2 weeks another in Europe for the next 2.  Creates a bit of a nightmare.
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        m_k
        m_k
        Contributor ⭐️
        May 25, 2016 5:21 PM UTC
        Hello Everyone, has there been any further movement on this request? Additionally, are there any plans to offer a "delegate" / "backup" modality for other areas within Gainsight? Thank you.
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        sai_ram
        sai_ram
        Expert ⭐️⭐️
        May 29, 2017 1:46 PM UTC
        Hi Jeff,
        I recently started going through all of the unanswered posts and found this post. 
        We can achieve this use-case from Mass Edit. 
        Please follow this link https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/06_...
        Please let me know if you need additional help .
        Thanks,
        sairam
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        darkknight
        darkknightAuthor
        Expert ⭐️
        May 29, 2017 4:37 PM UTC
        You would expect Admin to go run Mass Edit everytime a CSM is going on leave? I don't think that would be a very acceptable solution.
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        Jeff Kirkpatrick
        sai_ram
        sai_ram
        Expert ⭐️⭐️
        May 30, 2017 5:43 AM UTC
        Your point makes complete sense . I am changing this post into idea post and our PM's will prioritize on this use-case.I will let you know once this is taken up.
        Thanks,
        sairam
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