We are currently using the CTA Pool assigment on a segment of customers that typically doesn’t have a CSM Assigned to them. We call those Unmanaged. Occassionally those accounts will get assigned during the NPS or along the Journey Orchestrator communications. We would like for the Pool Assignment to follow this logic:
Bumping this post since no replies. I’m looking for a better way to auto assign CTAs, specifically on Dynamic Surveys, to Assign to the CSM on the account, no no CSM, then to the last Active user on Closed or Open CTAs, if no user then utilize the User Pool.
We are moving to a mixed model of account management next year with all CSMs having some assigned accounts and others round robin assigments. Need to come up with an automated solution for this CTA assigment issue. outlined above.
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