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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.


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
Yes, that would make it more consistent and allow us to utilize our prioritization of CTA's more effectively.

Reply


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