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darkknight
darkknight
Expert ⭐️
November 3, 2015
Question

Need clearer documentation on the Snooze feature

  • November 3, 2015
  • 9 replies
  • 266 views
So far in our implementation I've received a number of questions around the Snooze feature. How do I snooze? How do I unsnooze?  Is snooze time based on system time or my local timezone?  When I set snooze is it THROUGH the defined date, or UNTIL the defined date?

It sounds like a simple feature until you go try to use it and then you realize the documentation around it is lacking.  

    9 replies

    lila_meyer
    lila_meyer
    Gainsight Employee ⭐️⭐️⭐️
    November 3, 2015
    Thanks for your comments, Jeff. I'll update our support article on how to use the CTA detail view, specifically around the Snooze option.
    https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/06_Using_Ca... 
    Lila Krutel, Dir. Global Education Services
      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      November 4, 2015
      The article is updated. Please let us know if you have further questions.
      Lila Krutel, Dir. Global Education Services
        darkknight
        darkknightAuthor
        Expert ⭐️
        November 4, 2015
        This is great thank you!
        Jeff Kirkpatrick
        ellenoangieslistcom
        ellenoangieslistcom
        Contributor ⭐️⭐️⭐️⭐️⭐️
        November 5, 2015
        Thanks for posting!  I get a lot of questions about this.  From my tests, snoozing does not change the close date of the CTA.  If the rep is trying to get the CTA to not look overdue, would you recommend I just tell them to change the close date of the CTA rather than snooze?  I ask becuase we use a formula on the Call to Action object to tell at a high level how many CTAs are overdue.  Our formula is:  if((TODAY() > JBCXM__DueDate__c), "yes", "no").  Therefore all CTAs with a due date less than today look overdue to our executives. 
        lila_meyer
        lila_meyer
        Gainsight Employee ⭐️⭐️⭐️
        November 5, 2015
        Ellen, you're correct in that snoozing does not change the actual due date of the CTA. So it can appear overdue even though its snoozed. If you don't want the CTA to appear overdue, you'd actually have to change the CTA due date. 

        We're interested in hearing what customers feel is the desired behavior for snooze. Would it be best if snooze actually changed the CTA's due date? 
        Lila Krutel, Dir. Global Education Services
          ellenoangieslistcom
          ellenoangieslistcom
          Contributor ⭐️⭐️⭐️⭐️⭐️
          November 5, 2015
          Thank you!  We would like if the due date was updated to the snooze date.  
            lyne_therien
            lyne_therien
            Helper ⭐️
            January 6, 2018
            I'm new to Gainsight and the snooze function. I've been testing it and I agree that the Due date should be updated to the snoozed until date. What about the tasks associated with the CTA that is snoozed. Their date is not changed either nor is their status. Is this something that others would like to see fixed?
              jen_pakravan
              jen_pakravan
              Contributor ⭐️⭐️⭐️⭐️⭐️
              February 8, 2018
              yeah, i don't CSMs actually snoozing a CTA unless it also changed the due date that you've snoozed it to.
              J
              jriva
              Contributor ⭐️⭐️⭐️⭐️
              April 20, 2020

              I was hoping the Snooze feature would help prevent CTAs from becoming overdue in situations where the CSM is either waiting for internal answers/help or for the customer to respond or provide something.

              Are the comments above from several years ago - is the only way to prevent something from becoming overdue by changing the CTA due date?

              I agree that it would make sense for the Snooze end date to update the CTA due date. 

              How does everyone else manage situations where due dates are unattainable due to factors outside of CSMs’ control?

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