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

  • February 3, 2016
  • 7 replies
  • 40 views
darkknight
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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. 
Jeff Kirkpatrick
    elizabeth
    kristin_f3c469
    darkknight

    7 replies

    sandy_habeck
    • sandy_habeck
    • Contributor ⭐️
    • February 3, 2016
    This would be helpful for CTA's as well. 
    darkknight
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    • darkknight
    • Author
    • Expert ⭐️
    • February 3, 2016
    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"   
    Jeff Kirkpatrick
    kati_kamilova
    anne
    thomas_lipscomb
    • thomas_lipscomb
    • Contributor ⭐️⭐️
    • February 3, 2016
    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.
    m_k
    • m_k
    • Contributor ⭐️
    • May 25, 2016
    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.
    sai_ram
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    • sai_ram
    • Expert ⭐️⭐️
    • May 29, 2017
    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
    darkknight
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    • darkknight
    • Author
    • Expert ⭐️
    • May 29, 2017
    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.
    Jeff Kirkpatrick
    sai_ram
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    • sai_ram
    • Expert ⭐️⭐️
    • May 30, 2017
    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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