I would like there to be extra layers of assigning a CTA. As an example, right now I can assign it to a role and then assign a default owner. What if we could add the ability to add another layer of assignment so if the first option to assign is not valid for that customer, but a second option would be valid, I would rather assign it to the secondary option that just a default owner.
So if an account has a Technical Account Manager, I want the CTA to go to them, but if not I want it to go to the Account Manager and if no Account Manager then I want it to go to the Account Owner and if not yet assigned an Account Owner then assign it to the Net New Sales Manager (Default Owner). A checkbox to add additional layers of potential assignees would be great so I could customize by CTA.
Could we get the ability to add additional layers of assignment to a CTA?
+1This would be huge for us as well! Currently, we have it set up as 3 different CTA's actions within the rule and that are identical but with 'criteria' added to help solve for this. However, it is a major pain to make adjustments because each CTA action needs to be changed. The entire rule creation process because 3x more complicated having to add the logic. A simple decision tree like what is mentioned above would be huge 🙂
+3We'll consider this for sure if there is broader interest. In the meantime, there are two solutions that I can think of: (1) What Samantha mentioned. We can create multiple CTA actions and qualify each based on whether or not certain user lookup fields are populated. (2) Create a new user lookup and populate it via the Rules Engine, based on who the right/available CTA Owner is for any given account.
+1Side note, we are also toying with the idea of creating a CS owner field within Gainsights Customer Info. We would then create a rule chain that would write to that field accordingly. For example, if their is a CSM assigned their name would be in the CS Owner field. If not, then we would look for the Support Owner and write there name to that field.
+3We would love this idea as well. When automating tech touch for our uncovered accounts (account with no CSM) it would be nice to utilize existing cross-functional team members to help attend to customer issues. and/or chain of command for accountability on uncovered accounts. The possibilities are endless. 
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