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Wes French
Wes French
Contributor ⭐️⭐️⭐️
Oct 25, 2023 2:59 PM UTC
Question

Pooled CSM and logging emails to Timeline

Hello folks!

We’re implementing a Pooled CSM model for a subset of our low-touch customers and we assumed that using a shared inbox in Outlook was the best approach for the Pooled CSM’s but I just learned that Outlook does not support Gainsight Assist for shared inboxes so I’m curious what other’s are doing?

 

We set it up so that all Pooled customers have the same CSM user Id and the user email is the shared inbox email. Is this the typical approach? Thanks!

    3 replies

    Morganking
    Contributor ⭐️⭐️
    Nov 7, 2024 6:18 PM UTC

    following

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    darkknight
    darkknight
    Expert ⭐️
    Nov 9, 2024 2:03 PM UTC

     

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    Jeff Kirkpatrick
      Morganking
      Contributor ⭐️⭐️
      Nov 21, 2024 5:44 PM UTC

      Hi ​@Wes French,

       

      I hope you are doing well! I wanted to see if you had time to connect on managing a shared inbox for a group of CSM’s. I am responsible for creating a shared outlook inbox and want to be sure the rollout is a smooth process.

       

      Best,

      Morgan King

      https://www.linkedin.com/in/morganelizabethking/

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