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justynharvey2021
Contributor ⭐️
Sep 7, 2021 4:42 PM UTC
Solved

CSM on PTO

Hello GS Community,

 

Currently we have some concerns where GS automated emails are going out to customers while a CSM is on PTO. We still want the communications to go out, but potentially from a different person. For example, if the CSM is taking PTO for a few days, maybe a week, we don’t necessarily want to change the CSM on the account, but rather have the communication come from the manager of that CSM. Is it possible to set something like this up through Journey Orchestrator?

    gunjanm
    gunjanmAnswer
    Expert ⭐️
    Sep 26, 2021 9:12 PM UTC

    We also use a Temp CSM field for extended leave coverage and take advantage of that when it is filled out for scenarios like this. 

    Gunjan
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    7 replies

    heather_hansen
    heather_hansen
    VIP ⭐️⭐️⭐️⭐️⭐️
    Sep 7, 2021 5:58 PM UTC

    @justynharvey2021 We ran into a similar scenario, and I just created a flag on the User object to be flagged when the user (CSM) was out of the office.  Then, you could create a conditional wait in your journey to look for that flag.  Ours is being used for longer leaves, but you could potentially configure something similar for out of office.  Just might be a pain to manage for shorter terms.

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      justynharvey2021Author
      Contributor ⭐️
      Sep 7, 2021 9:20 PM UTC

      @heather_hansen thank you so much. I will definitely look into this. The first one might be challenging to create for a short program, but I can just use the clone tool for future short programs.

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      Cornelia
      Cornelia
      Contributor ⭐️⭐️⭐️⭐️⭐️
      Sep 8, 2021 7:04 AM UTC

      Hello @heather_hansen, thank you for your post. Will be looping in our Product Manager to look into this and get back to you. 

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        chethana
        Expert ⭐️
        Sep 23, 2021 9:48 AM UTC

        Hello @heather_hansen 
        Let us know if this workaround shared above is able to solve your use case?
         

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        ana_g
        Helper ⭐️
        Sep 24, 2021 12:42 PM UTC

        Some kind of toggle that the end user can enable when they go out of office would be really great. Almost like a CSM hub where they can toggle this and maybe add their own personal notes, etc. 

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        Anastassia Goidina
        gunjanm
        gunjanmAnswer
        Expert ⭐️
        Sep 26, 2021 9:12 PM UTC

        We also use a Temp CSM field for extended leave coverage and take advantage of that when it is filled out for scenarios like this. 

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        Gunjan
        leah.travers
        Contributor ⭐️⭐️
        Feb 26, 2025 4:19 PM UTC

        We are also looking for an out of office feature so when a user tags another user in a comment they are notified that the user they have mentioned is out of office. 

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