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carolyndibuono
carolyndibuono
Contributor ⭐️⭐️⭐️⭐️
August 11, 2021
New Idea

Ability to set a Milestone Author through the rules engine that is not 'System Admin'

  • August 11, 2021
  • 2 replies
  • 43 views

I would like the ability to set the milestone ‘author’ when generating new entries through the rules engine, similar to the Success Plan or CTA ‘Owner’ functionality when generate these items through rules engine.

 

Use Case: We are logging customer chats that our CSEs are having with their customers via Milestones (chat data gets loaded to Gainsight daily, rule will trigger to push chat information to Timeline in a Milestone). The team would like to be able to add tasks related to the chat conversation, but are currently blocked from updating the Milestone entries because the author is ‘System Administrator’. This also causes problems if the Milestone is accidentally associated to the wrong Company (can’t be updated or deleted in Timeline).

 

The other option for resolution would be the ability to load activities into regular Timeline activity types, as this workflow of pushing info to Milestones is a bit of a workaround.

    2 replies

    sai_ram
    sai_ram
    Expert ⭐️⭐️
    August 12, 2021

    @carolyndibuono Thank you for sharing the request here. While creating a Success Plan and CTA, owner is mandatory and we do it on regular basis. In case of Milestone use-case how frequent you do this??

    carolyndibuono
    carolyndibuonoAuthor
    Contributor ⭐️⭐️⭐️⭐️
    August 12, 2021

    For us, they are a daily occurrence because we are using them to track customer interactions that happen in other tools (Aircalls, Intercom chats). To your point, the traditional milestone use case would occur less frequently.

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