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Hi - Does anyone have any experience building At-Risk Sub-Reasons on 1 form or object? 

 

We have primary At-Risk reasons, however, in order to create sub-reasons, our CSMs would have to submit the risk and then go back into it.

 

Thanks.

Hi ​@TMMWK 
Can you share some screenshots or recordings of what your current process looks like?


We ran into something similar and since we could not make the risk sub-reason dependent on the risk reason selected we ended up making the risk reason a more extensive list. 

 

Now when I ask my buddy GPT it says: 

Leveraging Gainsight's Capabilities:

  1. Dependent Picklists in Risk Object:

    • This is the most common and recommended approach.
    • Create a "Primary At-Risk Reason" picklist field on the Risk object.
    • Create a "Sub-Reason" picklist field that is configured as a dependent picklist, where the options available in the "Sub-Reason" field are filtered based on the selection in the "Primary At-Risk Reason" field.
    • How to implement:
      • Navigate to Administration > Object Management > Risk.
      • Create or edit the "Primary At-Risk Reason" picklist field.
      • Create or edit the "Sub-Reason" picklist field.
      • Within the "Sub-Reason" field settings, configure the dependency on the "Primary At-Risk Reason" field, mapping the relationships between the options.

So would love to know if this really is possible. Haven’t tried yet. 


Thanks ​@Carol_Keyes  - I might have my team look into that.  


@romihache - Thanks for being willing to look at our current setup.  Here are a few screenshots of what our current Risk CTA template looks like with the reason code.  We ended up building another tool for our CSMs to capture sub-reason but it isn’t linked to GS and requires them to manually go into that other tool to enter a sub-reason. 

I would prefer we keep these together in 1 object or as one unified workflow.


We have a custom field for a more detailed reason that is a multi-select that allows the CSM to attribute multiple reasons. This has helped a lot!


We have a custom field for a more detailed reason that is a multi-select that allows the CSM to attribute multiple reasons. This has helped a lot!

We did something similar—I created a custom field for the primary sub-reason, and we also added 'Additional Reason' and 'Additional Subreasons' as multi-picklist values. It’s been really helpful for capturing more detailed insights!


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