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Capturing internal data from CSM for handoff

  • November 21, 2019
  • 2 replies
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  • vinh5
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We are wanting to have our CSMs fill out an internal questionnaire/survey when it is time for them to transition to the renewal team. 

 

IDEA 1: Our initial thought was an Activity Timeline post with a task assigned to the RM, but the questionnaire would have multi-select picklists - this is not possible currently

IDEA 2: Internal survey that the CSM would take and a task would be assigned to RM to view the results.  I cannot find a method to generate the survey URL, but not deploy it to the customer (this is an internal only process).  Is this idea feasible?

 

Any feedback on how to complete one of these ideas or another solution that would assist us in this?

Best answer by heather_hansen

@vinh5 We had talked about adding another section of Attributes and adding a questionnaire-type section there.  So, you could rename it whatever you wanted, and then, add the fields and have the CSM fill out there.  

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  • heather_hansen
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  • November 21, 2019

@vinh5 We had talked about adding another section of Attributes and adding a questionnaire-type section there.  So, you could rename it whatever you wanted, and then, add the fields and have the CSM fill out there.  

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  • vinh5
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  • Contributor ⭐️⭐️
  • November 21, 2019

@vinh5 We had talked about adding another section of Attributes and adding a questionnaire-type section there.  So, you could rename it whatever you wanted, and then, add the fields and have the CSM fill out there.  

My only negative feeling about this solution is that the section will always be visible. The handoff typically occurs 120 days before renewal time, so this section would be dormant until then.  Also, how does this process look like for the renewals in the future?

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