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Workflow recommendations for Customer Escalations
+12What workflow(s) does your company have in place for when a client escalates to the CSM's Manager? We are re-imagining the process in Gainsight, and would love to hear how other companies leveredge the tools in Gainsight to answer these user stories. Thanks for any help.
Angela Domenichelli (She/Her/Hers)
+12Thank you for sharing, Ashvin. It looks like the Gainsight recommendation is to have playbooks for the CSM for different scenarios and collaborate using a single Timeline activity with Tasks assigned to the CSM or CSM Manager as necessary.
I am interested how other Gainsight users have implemented these workflows. What works best, and what did they find less than optimal. When and how are these components leveraged?
I do plan to speak with Courtney after we have done some discovery sessions with the line of business and I have some concrete user stories and acceptance criteria.
I am interested how other Gainsight users have implemented these workflows. What works best, and what did they find less than optimal. When and how are these components leveraged?
I do plan to speak with Courtney after we have done some discovery sessions with the line of business and I have some concrete user stories and acceptance criteria.
Angela Domenichelli (She/Her/Hers)
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