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janet_h
janet_h
Contributor ⭐️⭐️
October 11, 2016

CTA priority change based on change within the Relationship Scorecard

  • October 11, 2016
  • 2 replies
  • 46 views
 



Use Case: 



- Our CSMs
manually change each scorecard measure for their customers. Upon a change from
N/A / Green to Yellow or Red, a CTA will be fired off for that specific measure
with the applicable playbook. 



- We are using
the Priority field to identify a Yellow (Medium priority) or Red (High
priority) score.



- If a score
changes from Yellow to Red (or vice-versa) and an open CTA already exists for
that scorecard, the rule will update the current CTA.



 



Current
Process:



- The update
will only change the Priority if the new Priority is higher. For example, if
the priority changed from Medium to High.



 



Request:



- We've been
informed that this is actually a bug - no updates to any CTA field should be
done (except for comments). However, this process is actually what we would
like.

      2 replies

      nitisha_rathi
      nitisha_rathi
      Expert ⭐️⭐️
      October 12, 2016
      Hi Janet,

      Thanks for the post. This is not a bug, we update priority of the CTA if an open CTA already exists. We intentionally change the priority only if the new Priority is higher (as the CSM may have manually increased the priority of the existing CTA).

      Would you like to change the priority even when the new priority is lower?

      Thanks,
      Nitisha
        janet_h
        janet_hAuthor
        Contributor ⭐️⭐️
        October 12, 2016
        Yes, that would make it more consistent and allow us to utilize our prioritization of CTA's more effectively.
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