Within our support system we have partners who have the ability to open support cases on behalf of a customer. Those partners provide front line support for their customers and then escalate to our support team as needed. We have a field on the case record that tracks which customer that case is for but right now on the Customer 360 I have no way of having those cases show up because the account id associated with the case is the partner's not the customer's. I would like to be able to show all the cases opened for that customer and then be able to create CTAs off of that of that.
Does anyone else have this issue and if so how did you work around the issue?
Question
Partner created cases
Our partners log the cases under customer account rather than their own account.
Hey - Allastair
You can add another account lookup field that would store the customer's account Id. This can be used for the mapping in C360 if required or used in Rules engine to create CTA for the customer and not the Partner.
Let me know if this works for or not.
You can add another account lookup field that would store the customer's account Id. This can be used for the mapping in C360 if required or used in Rules engine to create CTA for the customer and not the Partner.
Let me know if this works for or not.
Unfortunately we can't add any additional fields to our case record. Is there another way to grab the customer's account id based on their account name which I do have access to on the case record?
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.