Assign group CTAs

Not that I know of since you need to associate it with a customer. We don't necessarily want to assign 1 CTA for every customer. some SMs manage 20+ accounts and we just want to assign them 1 CTA to do

Ah I didn't get that you wanted this to be account-agnostic.

Hi Jeff,

Are you capturing this pool of Escalation Managers somewhere in Salesforce already (options listed by Sidhu previously)? Would your ideal solution support something existing like this, or would you prefer building the team up completely in Gainsight?

Thanks,
Manu

Hi Manu,

I think the problem with the proposed workaround is that it requires additional licensing. If this is something that can be built within Gainsight without requiring additional licensing that would be ideal. My thought is:
- Provide the ability to create "Queues" within Gainsight and assign users to that queue
- Provide the ability to assign CTAs to a queue by default
- Add queues to the email notification functionality so users can be notified appropriately 

I have a slight variation on this request. As a manager, I would like the ability to create a manual CTA and assign it to multiple CSMs/customers. This would be ideal for any one-off activities. For example, you might want to assign a one-time CTA to all members of your team to check in with customers on the use of a new feature. It would be great to do this from Cockpit without having Admin permissions.

Hey Chris,

In this use-case, would you be OK if the end result still were one CTA per Account, owned by the respective CSM (captured as an attribute)?

Makes complete sense, Ben. Are you using any Salesforce construct, like the ones Sidhu mentioned above, for this today?

Yes, this works. However, it would be great to specify the accounts based on the CSM's. For example, I might just want to assign this to CSM's on my team, not another team.

I was speaking with a customer about this today. Have there been any updates as to if this will be making it to the roadmap?

Same. I think the idea here is that I want to be able to assign a CTA/Playbook to a list of customers or SMs that I have in a list. Say, customers that are in Dallas-Fort Worth. This would be in the Cockpit where I would do this vs. going through creating a Rule