Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.
Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.
Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either.
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I think this was an aspect of expanding the CTA type options available in success plans. Instead of it just being Objectives, you can select any CTA Type now, making Success Plan CTAs no different than regular CTAs in the main cockpit.
I agree though, we didn’t see this coming and it caught my team off guard. The Success Plan setup also now asks for a CTA Reason, which didn’t exist for Objectives before (as far as I’m aware).
In the grand scheme of things, it’s not terribly impactful, but small interruptions add up and erode the end user’s trust in the platform. They really don’t like when things change out from under them.
Huh, it didn’t even occur to me that this was a change, but now that you mention it I did have a couple people in our org mention “cockpit” being an odd phrase in the Success Plan tab. I feel like we should at the very least be able to relabel it if we want.
@alexander.mahan Has it right. It’s because you can now configure which types of CTAs are allowed in which Success Plans in the Success Plan Admin config:
It’s also important to note, that Objectives are (currently), no longer restricted to Success Plans, with no way to disable that.
Additionally, you cannot (currently) associate an Objective (or any other type of CTA) to a Success Plan if it was not created within the success plan, retroactively. Even if that type of CTA is allowed in that type of success plan.
@alexander.mahan Has it right. It’s because you can now configure which types of CTAs are allowed in which Success Plans in the Success Plan Admin config:
It’s also important to note, that Objectives are (currently), no longer restricted to Success Plans, with no way to disable that.
Additionally, you cannot (currently) associate an Objective (or any other type of CTA) to a Success Plan if it was not created within the success plan, retroactively. Even if that type of CTA is allowed in that type of success plan.
May I kindly clarify this? I tried to do it, and it’s allowed me to associate/enable different CTA Type.
@alexander.mahan Has it right. It’s because you can now configure which types of CTAs are allowed in which Success Plans in the Success Plan Admin config:
It’s also important to note, that Objectives are (currently), no longer restricted to Success Plans, with no way to disable that.
Additionally, you cannot (currently) associate an Objective (or any other type of CTA) to a Success Plan if it was not created within the success plan, retroactively. Even if that type of CTA is allowed in that type of success plan.
May I kindly clarify this? I tried to do it, and it’s allowed me to associate/enable different CTA Type.
What I meant by this comment, was that you cannot associate an individual CTA to a Success Plan retroactively. Here’s an example that hopefully will make it clearer:
You have a Renewal Success Plan Type configured to allow Objective and Risk Type CTAs
CSM Sarah has an Open Risk CTA for Customer A, but no Renewal Success Plan yet
CSM Sarah opens a Renewal Success Plan for Customer A.
Sarah wants to add that Open Risk CTA to the Renewal Success Plan so it shows up under that Success Plan (because it is an allowed type. Sarah is unable to do this, because the CTA was not created from inside the Renewal Success Plan
Hopefully that helps!
Also - on the topic at hand: Confusingly, and with just as little fanfare, CTAs were renamed in GS Home as “Actions” which, as of this writing I’ve not been able to find anywhere else.
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