Thursday US Admin Office Hours (CS Platform): Feb 22, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hi Scott - I have some interesting use cases for CTA assignment that I’d love to go over!

Context: we have a pooled CS team that relies heavily on CTAs round-robined by GEO. However, we’re finding that simple round-robin rules for these CTAs is creating duplication of effort and outreach for these customers.

We’re hoping to create more visibility around what other CSMs are already working on per account while adding more sophisticated, intelligent assignment rules for our CTAs. Our primary object of record for a customer is the Relationship, not the Company.

Use cases:

1. If there are existing “Work in Progress” status CTAs for a given relationship, assign all future CTAs to the same PCSM until they’re all closed
2. All CTAs of a certain Reason for a given relationship are assigned to the same CSM after the first of this type is assigned (IE, round robin the first Onboarding CTA, maintain ownership for all future Onboarding CTAs)
3. Sales + Renewal-based CTAs should be aligned to Sales + CS pods (1 CSM is mapped to 2 Sales reps)

If there’s time, there’s one more question we’d love to tackle: aside from creating all activities from the CTA itself, how can we attribute meetings and positive impacts to MAU/Health with a customer to a specific CTA?

Thanks!

Follow-ups from a previous meeting. I may not be able to attend past the initial 30 minutes, but I still want to keep these questions in the queue.

1. For an account scorecard measure score, what is the datetime on which the score was last updated, regardless if it was done by a rule or a user.

2. For an account scorecard measure score, what is the datetime on which the accompanying comment was last updated, regardless if it was done by a rule or a user?