Replicating ACM / Khoros Care workflow

Hi Simon, this is a really great question. I’m curious to hear if someone from Gainsight has a more official recommendation on functionality here, as we have the exact same need in our workflow. In the meantime, I’m happy to share what’s worked for us, plus one other idea I have that’s a lower lift. :) 

What we’ve implemented

Using Workato (and in the past, Zapier), we have an automation set up so that any new post, or new reply to that post, triggers the addition of a custom moderator tag called “open” to the post. The presence of the “open” tag means that there’s something new and outstanding that requires our team’s attention. After we’ve taken a look and responded/resolved it in some way, we remove the “open” tag. This way, using a filtered view of the Content Overview that pulls in posts with that “open” tag present on them, we can easily see a queue of new/outstanding activity.

Alternative idea

The “unread by team” attribute could function similarly, as you could create a filtered view for those posts that are unread, and thus, outstanding.

However, that’s dependent on your team consistently re-marking things as “unread” if they do happen to open a post and not act on it. 

Hi, we are in the exact same situation in the process of migrating from Khoros to Gainsight and plan to try ​@mbuuck1‘s unread by team idea. We are adding one thing, Active and Closed moderation labels.

So, the filters mods will use to look for conversations to claim will be both unread by team and either closed label (meaning a moderator worked a conversation previously and finished with it so it should be picked up again if there are new replies) or no labels meaning it is a new conversation.

Our moderators usually hold on to a conversation for a number of days so if a conversation is Active or Snoozed it won’t show with the above filters for other moderators to claim.

Hope that makes sense. The one thing we haven’t quite figured out is how to snooze a conversation. For example, our moderators currently snooze conversations in Care and they return to their active list of conversations after a set period of time or when someone responds. I guess Unread by Team + Snooze Label would work for that but no way to set a timer on a snooze.

Good luck with your migration! We should ask Gainsight for a Khoros refugees group 🤣

​@AndrewK I really like that addition! We use moderation labels in a similar (although “unofficial”) way of indicating whether or not someone on our team has looked at it prior. That’s definitely been helpful when getting the lay of the land on a post. 

Regarding your timer on a snoozed post - perhaps using the “last activity date” attribute could help. You could create a view of posts that are snoozed and that were last active, say, more than 48 hours ago. Then those posts wouldn’t appear there until that amount of time has passed!