Hi Gabriela,

We can reassign the Success Plans, CTAs and tasks under them by using:

1. Mass Edit
2. Rules Engine

Through Mass Edit or Rules Engine you can reassign all the Success plans, CTAs and tasks that belong to pervious CSMs to new CSMs. Using Mass Edit is a manual process, meaning every time there is a change in CSM you will need to select the Success plans, CTA or Tasks associated to previous CSM and reassign.

But, Rules Engine enables to you automate the process of reassigning, whether it might be Success plans or CTAs.

Points to remember:

1. In Mass Edit or Rules Engine, if you are reassigning CTAs other than Objective CTAs(Part of Success plans), make sure to filter out objective CTAs as you can reassign them along with Success Plans. Have one rule for reassigning success plans, as in the Success plan action type you will have an option to reassign CTAs and tasks under them too and a second rule for CTAs other than Objective CTAs.
2. Have a filter to only reassign Open or New or Work In progress CTAs, so that only these can be reassigned. This will enable us to get accurate data on work done through CTAs by the correct owners.

Below is the screen recording and support links which will help you understand this process of reassigning.

Screen Recording :   https://share.zight.com/BluPoppO

Support links:-

https://support.gainsight.com/gainsight_nxt/03Rules_Engine/Rules_Engine_(Horizon_Experience)/Set_Up_Rules_Action_Types/Update_CTA_Action_Type

https://support.gainsight.com/gainsight_nxt/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/Admin_Guides/Mass_Edit_CTAs%2C_Tasks%2C_and_Success_Plans

https://support.gainsight.com/gainsight_nxt/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/User_Guides/Manage_CTA_and_Task_Due_Dates_and_Owners_(Horizon_Experience)