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Detail:
Our CSMs work with a variety of other functions in the organization to complete technical builds, answer detailed questions, maintain or fix something that's broken, etc.
Our organization is a heavy user of Tasks in SFDC. Both to report on what individuals at our company have completed, when, and how long they spent on the work; but also to help our end users manage their day and items on their plate.
Before migrating to Gainsight, our CSMs would create a task (let's say build a search on our platform) for the technical team to go perform. After creating the task, they would reassign it to the technical team - along with an estimated amount of time it would take to complete and a suggested due date.
Once that task was completed, a SFDC flow would kick off an email instantaneously to the CSM alerting them that the task had been completed - at which point they would re-engage with the client.
Now that we are using Gainsight CTAs + Tasks, we have lost this functionality for a variety of reasons:
- The technical team who performs this work does not have, and likely never will have access to Gainsight
- For auto-generated CTAs and playbooks, The "created by" user that we typically used to fire off the email will now show the Gainsight administrator's record (me), rather than the CSM. This is especially common during our onboaridng process, which is managed by CTAs and playbooks now that CSMs are living in Gainsight
- Even if we could get a rule to accomplish this function directly from Gainsight, at present it does not look like the rule could fire more than once a day. We need this closer to "instantly" so we do not loose a business day between communications with clients. We have seen time and time again that a fast onboarding limits churn in our organization, so extending the process by a few days, multiple times in the process may leave a client more likely to churn in the future
