Assign group CTAs

Definitely need this! 

This is on the roadmap. 

Even if a CTA is assigned to a group of Individuals when it is created, we believe that the CTA should eventually be owned by an individual. We will facilitate that via the following 2 options - 
1) Allow an individual in the group to take ownership from Cockpit or from an email notification. 
2) Auto assign to an individual in the group using round-robin or other load-balancing methods.

Please let us know your feedback on this approach. 

Are you already using 'Queues', 'Public Groups' or other constructs in SFDC to define a group of individuals?

Hey Sidhu, thanks for the follow-up. 

If you define that a CTA needs to be owned by an individual in that you can apply a single CTA but then it becomes individually owned by numerous end individuals, that is fine. It is basically the ability to assign en masse, but manage individually from that point on. 

Similarly, we would love to be able to assign a CTA to individual account team members.  https://community.gainsight.com/gainsight/topics/ability-to-fire-cta-to-account-team?rfm=1&topic...

We will improve our capabilities to support assigning CTA to a role in Account teams but the only way to work around this limitation for now is what Luis Paez mentioned on your post.

Please confirm that my understanding is correct when I say that your idea, though similar, is not the same as assigning a CTA to a group of users. While assigning to a role from Account teams, (since a role under an account can only have one user) the CTA is being assigned to a user instead of a group of users.

Sidhu, we have another customer who needs this capability too.  Glad to hear that it is on the product roadmap.

Use case:
· Teams that manage SMB, MM and ENT accounts – at least 2 people per team
· No named CSMs for smaller accounts; they are managed through a common email queue
· When a CTA fires for one of these accounts, it is generated for the team
· The team members alternate picking these up and manage them to completion
· Rather than having the CSM have to change them manually, especially once there are many of them firing, it would be great to have them reassigned automatically

Hi Sidhu and Paul we need the ability to assign a specific CTA or Playbook to multiple users. For example if we need each person on the SM team to do an audit of their accounts, we want to be able to create a CTA and assign the CTA to every user. The CTA owner could equal (account success manager) field like we do with playbooks, so that each person would have their own CTA.

This is very important for us as we now have 100+ SMs leveraging gainsight's cockpit functionality. 

Also see this previous thread

Isn't this achievable today by using the Rules Engine to assign the same CTA to every user?  

Red Hat needs this too.

We need the ability for a CSM to assign an Escalation Management request to a pool of Escalation Managers who would receive an email notification, and then they would assign a resource from that team to take ownership of the EM CTA.