Admin Office Hours - July 28th, 2016

Question for this session!

We have CTAs triggered when a customer has low usage, or is stuck in onboarding longer than they should be, or has high support ticket activity. That is to say, things where it's possible for the customer to move from a 'bad' state to a 'fine' state without the CSM doing a single thing to the CTA. What are the best practices for getting those CTAs closed out without bothering the CSM to do it manually?

It doesn't seem like I could do it with the "Close CTA" action in Rules, since the CTA name isn't available as an 'identifier'. I was thinking of doing it manually myself, weekly, with Mass Edit, but that's an annoying burden.

This is doubly important for us since, consistent with Gainsight's Risk Framework, the existence of open CTAs drives our scorecard metrics. So, if a customer had low usage, but now has great usage, but the CSM didn't close out the CTA, then the scorecard usage metric will still be Red.

Anyways, I was curious what you guys would recommend, or what you do yourselves :-)

Thanx!

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My apologies! I've been out sick this week, unfortunately. I'll try to hop on another office hours soon.