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Will Pagden
Will Pagden
Contributor ⭐️⭐️
Dec 30, 2019 2:26 PM UTC

Decision Trees in Playbooks

Hi all,

A quick question around playbooks. We are looking at implementing new playbooks for our 2020 CS strategy. 

One thing we want to do is be able to give decisions a bit like the below:

 

Q: Is the implementation by - A) Partner

                                                     B) Our PS team?

 

If A is selected it creates one set of tasks, if B is selected if creates another set of tasks.

 

Hopefully that makes sense and any help is greatly appreciated.

    6 replies

    john_apple
    john_apple
    Expert ⭐️
    Dec 30, 2019 2:41 PM UTC

    Would this be similar to this request: https://community.gainsight.com/cs-ideas-21/variant-email-templates-in-email-assist-3212

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    Will Pagden
    Will PagdenAuthor
    Contributor ⭐️⭐️
    Dec 30, 2019 3:06 PM UTC

    Hi John,

     

    This would be different, we want the flow of tasks to change dependent on an answer.

     

    Thanks

    Will 

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    lila_meyer
    lila_meyer
    Gainsight Employee ⭐️⭐️⭐️
    Dec 30, 2019 10:32 PM UTC

    Hi Will,

     

    This functionality doesn’t exist within Playbooks themselves, but I think you could potentially accomplish this using rules to create CTAs and apply a specific playbook based on the implementation team.

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    Lila Krutel, Dir. Global Education Services
      Will Pagden
      Will PagdenAuthor
      Contributor ⭐️⭐️
      Dec 31, 2019 8:07 AM UTC

      Thanks @lila_meyer, I thought this may be the case.

       

      The challenge we have is that a lot of these require options we may not have data on, so for example the two decisions could be 1) Follow resolution plan (but we dont have those in Gainsight as Support use a different system) or 2) Escalate to VP Global Customer Support. 

       

      I think we will have to rethink how we play this. I could use rules to create CTAs but we also want the CSM to have visibility of the situation at all times hence why we liked the playbook option.

       

      Thanks for your help.

      Will 

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        aditya_marla
        aditya_marla
        Helper ⭐️⭐️⭐️
        Jan 20, 2020 7:03 AM UTC

        Hi @Will Pagden 

        Thanks for sharing this. Quick question: where will the end-user answer the question? Are these fields on a CTA?

         

        Note: Changing this to an idea post. 

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          Will Pagden
          Will PagdenAuthor
          Contributor ⭐️⭐️
          Jan 20, 2020 10:42 AM UTC

          Hi @Will Pagden 

          Thanks for sharing this. Quick question: where will the end-user answer the question? Are these fields on a CTA?

           

          Note: Changing this to an idea post. 

          @aditya_marla - They ideally would answer in a drop down and dependent on answer the next task is populated. Different tasks dependent on the answer.

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