How do you use Priority?

Userlevel 5
Badge +11
Good morning fellow Gainsight Admins!

We currently use High, Medium, Low priority for all CTA Types. We are condiering adding a 4th Critical Priority based on discussions about Issue Management. We aren't sure the 4th priority is particularly necessary and realized we don't have robust definitions for the existing 3 Priorities. That brings me here, how are other Customer Success Teams using this feature?

  1. Do you have more than 3 priorities?

    1. Do you have different priorities based on CTA Type, or are they the same accross the types to make it easier for CSMs to group their work?
  2. Are you using the Important flag? How can that be used with or in place of additional Priorities?
  3. How do you define your priorities?
Thanks for sharing your expertise!


Best answer by darkknight 7 July 2019, 21:04

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2 replies

Userlevel 5
Badge +11
@darkknight Do you have a POV on how to use Priority in the CTA layout?

Userlevel 7
Badge +4
We currently only use the default 3 priorities, however we haven't really thought too deeply on this particular point. A couple of times I thought about creating an URGENT category also - for those things that absolutely must receive immediate attention.

We use the "Important" flag as a way for CSMs to identify CTAs where they are having trouble and need manager involvement. We have a report on the Manager dashboard that identifies CTAs where the Important flag is set.