Having the nested structure of SP, CTA, Task is useful - but it can also be very unwieldy for the end user.
More often than not they forget that when they close out their last task in a CTA they have to also close the CTA (Yes, the “quick action” button is there, but only useful when the CTA should be “Closed Success”) and when they complete the last CTA in a Success Plan, they still have to go close the success plan.
This results in a very cluttered set of cockpits and an administrative and an enablement nightmare, as well as users saying “Gainsight sure is a click-heavy tool.” (Direct quote)
Let’s make this easier shall we?
When a user completes the last objective in a Success Plan or the last Task in a CTA, the system should prompt the user giving them the option to auto-close the Success Plan or the CTA, respectively.
And when it’s the last Task in the last CTA, carry that option upward to the SP level as well.
Sure, having the ability to close CTAs and SPs via Rules Engine is nice, but admins should not have to shoulder the burden of creating and maintain rules to manage such a logical use case that should be programmatically possible within the platform.
I’m getting pressure to consider a more admin- and user-friendly platform, and I really don’t want to go that route. Lets please make this experience easier to manage for all concerned.
