In order to run their risk process in Gainsight, Usertesting is looking for an option to make playbooks necessary for manual CTAs. Many risk CTAs are created ad-hoc and right now there is no process to make them mandatory. Here are the ideas considered and rejected
- Creating report for CTAs that are missing a playbook: This seems like an unnecessary overhead and one more thing to look at.
- Sending a JO for CTAs that are missing a playbook: his seems like an unnecessary overhead and one more thing to look to maintain. Emails are also easier to ignore.