Story: As a CSM / CS Leader, I want Gainsight to be the single place that I can manage all of my to:do’s and tasks to be successful at my job.
Context: Currently in GS, CTAs and Tasks can only be created when they are tied to a customer/com-pany, but in our jobs there are other responsibilities and work that I need to perform that are not necessarily tied to a customer. This forces us to use other To:Do or Project Management tools outside of Gainsight, causing any CTAs or Tasks in the system to be isolated from all the other work that we do and does not allow effective prioritize of all work that needs to be done.
Solution: Enhance Cockpit to include an “Inbox” that can house CTAs and Tasks without needing to assign them to a Company.
- It could function as a space to ‘brain dump’ my to-do list and quickly add items that need to be taken care of.
- It could allow CS Leaders or Ops teams to push out to:do items for their CS teammates as Inbox Tasks; including internal, company tasks (ie. Self Review, expense deadlines, internal project tasks, etc.
- It could take the place of the “To:Do CTAs” that are created from Timeline Tasks (which is currently clunky and not user-friendly) if each Company’s Cockpit also has an “Inbox” where Tasks can be housed without being housed within a CTA.
- In this case, a CSMs General Cockpit Inbox should have views that include their Customer’s inbox and/or their Personal Inbox (internal tasks)
Requirements:
- Inbox Tasks/CTAs will not need to be assigned to a Company… they can float as assigned to a CSM/User without any other association
- Inbox Tasks can be moved from a CSMs Inbox to:
- A specific Company’s Inbox (assigned to a Company)
- A specific CTA, either in the Inbox or within a Company Cockpit (ie. if a task will take more time to accomplish than initially expected, I would move that task into the larger scope of a Call-to-Action)
- The General Inbox should be able to house both Tasks and CTAs; A Company’s Inbox would only need to house Tasks, as CTAs can already live in their Cockpit find.
- CS Leaders should have the ability to create and assign tasks to their CS team members, either individually, or in bulk.