We create CTAs based on risk alerts and then the CTAs may be assigned to either CSM or Acct Owners. If they are assigned to CSM, everything works fine as they have Gainsight access. However, the issue is when CTAs are assigned to Acct Owners, we have problem with CTA notifications because Acct Owners do not use Gainsight and only work on Salesforce and they work on their associated tasks from Salesforce and not Gainsight. The problem is automated CTA notifications have links to Gainsight CTAs/tasks and those users who do not use Gainsight find it difficult to deal with such notifications.
- How can we customize the notifications to send only to certain users (CSMs) and exclude others (Acct Owners)?
- Is there a way to customize these notifications?