Hi,

I am needing to build out CTA’s to a large data base of clients who do not have a dedicated CSM. Right now all of the CTA’s are fielded to one person if there is not a CSM. I am looking for a more efficient way to manage CTA’s that are “no touch” until received by a CSM from a pooled environment. Ideal workflow is a CTA is fired off, if there is not a CSM for the event send 1 email with 1 CTA (not a long list) to either and inbox queue in SF or ServiceNow where a case is opened and then round robined by Omnichannel. Or 1 CTA per email and sent to a virtual assistant inbox. Thanks for any insights. 

Hi there! Is it possible to filter based on a user group? I would like to filter a report to show around 8 defined users who are all in a user group, but can only see a manual way to do this - is there a better way? Many thanks in advance!

 @AHoughton 
You can use the ‘IN’ operator on a user look-up field to include all the 8 users in there. Something like below:
 

Or, you can create a custom field inside User object(something like a flag to identify these 8 users), update the value for this custom field for all 8 concerned users, and use this field directly in the report filter.

Looking for some understanding as to how I have set up my super-admin permissions - I am not able to edit status, reason or priority on CTAs in a mass edit action, which feels like an admin permissions oversight. Thanks

@Angelique Farmer 

You can utilize the Gainsight pooled user group for this assignment. For more details, refer to this document: Gainsight User Group Setup

However, if you prefer to handle this assignment outside of the Gainsight system, follow these steps:

1. Create a Default User: Set up a default user to be used when no dedicated CSM is assigned to an account.
2. Configure a Rule for CTAs: Create a rule to pull all the CTAs assigned to this default user and create a Case in Salesforce. Ensure a custom field is created under the Case object in Salesforce for 1:1 mapping with the CTA.
3. Update CTA Owner: Configure another rule to source the Cases with the CTA IDs and assigned User, then update the CTA owner with the user assigned to the Case.

Looking for some understanding as to how I have set up my super-admin permissions - I am not able to edit status, reason or priority on CTAs in a mass edit action, which feels like an admin permissions oversight. Thanks

 

@PollySims Try to add filter on CTA type. Check this GIF for better understanding: https://share.zight.com/xQuoLnqn

Thank you for this information. I will work with my admin to leverage the functionality within Gainsight as next steps.