Solved

What happens to a playbook task if the customer has no CSM assigned?

Forum|Forum|4 years ago
March 9, 2021
3 replies
79 views

+10

Ester.Memoli
Helper ⭐️

Hi everyone,

we’re starting to implement Playbooks and we have a couple of them where the owner is Customer > CSM. So my guess is that the Task is created in the queue/timeline of the CSM, when a customer triggers a playbook.

My question is: what happens if the customer has no CSM assigned (like Light Touch ones?) Should we create a parallel playbook to manage those accounts in a different way?

Thanks!

Best answer by heather_hansen

@Ester.Memoli In our org, we exclude accounts with no CSMs from getting those playbooks, and then, we use Journey Orchestrator to engineer specific touches for those customers. If you have a pooled CSM model, you could still create them, and have them assigned to either a generic user or the manager, and then, have the manager assign them out appropriately.

+14

heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
Answer
Forum|Forum|4 years ago
March 9, 2021

@Ester.Memoli In our org, we exclude accounts with no CSMs from getting those playbooks, and then, we use Journey Orchestrator to engineer specific touches for those customers. If you have a pooled CSM model, you could still create them, and have them assigned to either a generic user or the manager, and then, have the manager assign them out appropriately.