I may be one of the few people whose run into this issue, but our team has a SP status called “False Handoff” that’s used on our Onboarding Projects; it essentially means that the Sales Rep needs to provide more information before the Onboarding Manager can begin implementation.
When the team initially configured Success Plans, they added False Handoff as an Active reporting category, as they intended to allow the Onboarding Manager (OBM) to resume the same SP once necessary info from Sales is received. However, for reporting, the team decided it made more sense to close False Handoff SPs and create a new one so that we have historical records of how many projects were handed off before the Sales Rep provided necessary information.
I thought I could just go into config & change the reporting category from Active to Closed and was shocked that admins cannot just do this. The requested behavior I am hoping Gainsight will consider implementing is:
- Allow admins to alter modify the category for existing Success Plan statuses
- If a Success Plan status is already in use, show a pop up that allows the admin to confirm that the change will be applied to all existing and new SPs in that status
- Also, allowing us to have custom reporting categories would help tremendously here for situations where plans are somewhere other than Active, Closed, Draft. Linking to this idea which proposes the same