Assign Account CSM in a JO CTA

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Hello all,

I am having some difficulties when creating a CTA which is part of a JO program.

I need the CTA to be assigned to each account’s CSM, yet in the default owner field I am not able to select that option, only a specific user. There is probably something I am supposed to add in the sources but I can’t figure out what that is, any help would be greatly appreciated!

Thanks,

Tal

journey orchestrator

spencer_engelAnswer

Expert ⭐️

Hi Spencer,

I tried out your suggestion because indeed it was mapped as a string rather than external ID, so I changed that, synced, but still the same result persists… Sharing a screenshot of the mapping I did.

@TalAmor Interesting. That should work. Are you able to make it to office hours today? They’re at 11 a.m. PT. https://community.gainsight.com/events-office-hours-8/us-admin-office-hours-thursday-session-03-26-20-11-a-m-pt-pre-session-thread-37856

spencer_engel

Expert ⭐️

Hi Tal, make sure you include the CSM ID in your query and that you map that CSM ID in your participant sources. If you do so, you should then see it as an option when dynamically assigning a CTA.

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TalAmorAuthor

Helper ⭐️

Hi Spencer, appreciate your comment, but have a look at the screenshot - I am pulling both CSM ID and CSM GSID as wasn’t sure which one to pull, and mapped both, and the option still isn’t showing up… Any guess as to why?

Thanks for taking the time to respond! :)

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spencer_engel

Expert ⭐️

Hi Spencer, appreciate your comment, but have a look at the screenshot - I am pulling both CSM ID and CSM GSID as wasn’t sure which one to pull, and mapped both, and the option still isn’t showing up… Any guess as to why?

Thanks for taking the time to respond! :)

Sure thing! Make sure that the mapping is to an “external ID” field type rather than a string. That could be the culprit.

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T

TalAmorAuthor

Helper ⭐️

Hi Spencer,

I tried out your suggestion because indeed it was mapped as a string rather than external ID, so I changed that, synced, but still the same result persists… Sharing a screenshot of the mapping I did.

Translate

spencer_engelAnswer

Expert ⭐️

Hi Spencer,

I tried out your suggestion because indeed it was mapped as a string rather than external ID, so I changed that, synced, but still the same result persists… Sharing a screenshot of the mapping I did.