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

  • 22 February 2024
  • 5 replies
  • 48 views

Userlevel 6
Badge +1

Hello everyone!

This thread is for today’s Thursday Admin Office Hours session on Thursday, February 22, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET.


Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Thursday, February 22, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09

 

Meeting ID: 955 6488 6548

Passcode: 296864

 

For dial-in info by your location, find your local number: 

https://gainsight.zoom.us/u/aeD4b4SdoB


5 replies

Userlevel 7
Badge +2

Hi Scott - Hoping we can go over that Person Merge tool. Thanks.

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!

Userlevel 6
Badge +1

Hello Spencer -- I’ve barely had time to dig into it in a large tenant, but here’s a good, 3-min overview of how it works in terms of setup, and during the call today we can try running a couple scenarios in a test org of mine and go from there.

Let me know if you have an issue getting to this doc - I can just upload to Slack for you as well.

https://drive.google.com/file/d/1ySheQPlyPv0e3opPZ1d8AQkTqj06-oSl/view?usp=sharing

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.
  1. 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?
Badge +1

Hi @sdrostgainsightcom! How do I get on the recurring invite for future office hours?

Reply