Genesys is attempting to configure relationship fields on the global CTA types (risk, opp, lifecycle). Right now, it looks like in the relationship section of federated admin, you will only get custom relationship level CTA types.
Should we have the ability to have customer level and relationship level fields on the global CTA types if you have relationships enabled? Or what would be the best practice suggestion? You could create copies of the global types at the relationship level, but they cannot have the same name.
Thanks!
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Since different Rel Types have different fields, I am not sure how it would work to add fields at a global level. What would happen if you enable it at Account, for example? I suggest that you have different definitions for each Rel Type and then use a Category to link them together for global reporting. [Categories are a big deal! Use them 🙂 ]
Karl,
That makes sense. Reporting categories sound like the way to go. One comment that has also come up at HPE about this is that you cannot disable the global risk type at the relationship level but you can turn off others, like lifecycle.
I believe the thought was that every customer should always have 'Risks' when using Gainight. However, it's clunky when you have Relationship Risk and then also Global Risk both available in the cockpit/reporting.
That makes sense. Reporting categories sound like the way to go. One comment that has also come up at HPE about this is that you cannot disable the global risk type at the relationship level but you can turn off others, like lifecycle.
I believe the thought was that every customer should always have 'Risks' when using Gainight. However, it's clunky when you have Relationship Risk and then also Global Risk both available in the cockpit/reporting.
The Objective and Risk CTAs do have special restrictions. In the case of Objective CTA the reason is probably pretty clear since they are used in Success Plans and so certain actions could mess things up. For Risk CTA the reason is more modest...I think the issue is just that there are some out of the box reports that build on it that would break it was deleted or renamed. Would want to double check with the team but if there was a big impact of loosening that one up we probably could work toward it.
Agree, Objective makes sense on why it is not editable. HPE (all 3 streams) and Genesys have voiced lots of confusion around the global risk not being removable. Hopefully it is something we can solve for without breaking the out of the box reports.
Hi,
We can configure relationship fields on Global CTA by marking a field as "Show in default CTA detail view" in relationship type configuration. When a relationship CTA is created using a global CTA type, in CTA detail view we will see Relationship tab and not Customer tab and the fields in the relationship tab will be picked up from "Show in default CTA detail view" in relationship type configuration. I understand that this approach is not intuitive but we have challenges in showing this configuration in cockpit as different relationship types have different fields.
Re. making Global Risk editable/ deletable - We use Risk CTA types as a default in multiple places e.g. zendesk. So to make it editable we will have to first change the flow of all these feature and reports(as mentioned by Karl). We will analyze it more and update you on the possibilities of adding it in the short term roadmap.
Thanks,
Nitisha
We can configure relationship fields on Global CTA by marking a field as "Show in default CTA detail view" in relationship type configuration. When a relationship CTA is created using a global CTA type, in CTA detail view we will see Relationship tab and not Customer tab and the fields in the relationship tab will be picked up from "Show in default CTA detail view" in relationship type configuration. I understand that this approach is not intuitive but we have challenges in showing this configuration in cockpit as different relationship types have different fields.
Re. making Global Risk editable/ deletable - We use Risk CTA types as a default in multiple places e.g. zendesk. So to make it editable we will have to first change the flow of all these feature and reports(as mentioned by Karl). We will analyze it more and update you on the possibilities of adding it in the short term roadmap.
Thanks,
Nitisha
Hi Nitisha,
Do you have any thoughts on the risk CTA type being editable?
Do you have any thoughts on the risk CTA type being editable?
Hi,
I agree that the risk CTA type should be editable but to achieve it we need to decouple the risk CTA type from multiple places e.g CTAs created from Zendesk use risk CTA type by default.
We are planning to redesign cockpit framework and we will keep these use-cases in mind while making the changes. ETA will be medium term (2-3 releases).
Thanks,
Nitisha
I agree that the risk CTA type should be editable but to achieve it we need to decouple the risk CTA type from multiple places e.g CTAs created from Zendesk use risk CTA type by default.
We are planning to redesign cockpit framework and we will keep these use-cases in mind while making the changes. ETA will be medium term (2-3 releases).
Thanks,
Nitisha
Hi Joseph, I've changed the title to the actual request and moving this to an Idea post since this is a feature request.,will keep you updated once this is considered.
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