New Idea
CTA Playbook drop-down location
Please move the drop-down to add a playbook to a manually created CTA so it is directly below Owner. When a playbook is selected, several fields (including due date) automatically populate. When the playbook drop-down is below the due date, the CSM may have entered a date that is, subsequently, overwritten. It also will be "front & center" when the CSM is creating a CTA that they should look for an existing playbook.
+1Hi Angela, we understand your concern and redirecting this to our Product team, but let us also see how does other customers need this functionality. Gathering the inputs from other customers for better results !
@All, Please hit Like or +1 to increase the priority in the roadmap.
Thanks for posting!
@All, Please hit Like or +1 to increase the priority in the roadmap.
Thanks for posting!
+12@darkknight Have you experienced this issue?
I think another possible solution is having a default playbook by CTA Type. For our Leader Engagement (Risk / Escalation) process, we need the CTA creator to add the same playbook each time so the leader will actually be engaged and the CTA will appear in the proper reports and views. Right now 13/42 open CTAs do not have this playbook. If we could assign a default playbook, that would address the issue.
I think another possible solution is having a default playbook by CTA Type. For our Leader Engagement (Risk / Escalation) process, we need the CTA creator to add the same playbook each time so the leader will actually be engaged and the CTA will appear in the proper reports and views. Right now 13/42 open CTAs do not have this playbook. If we could assign a default playbook, that would address the issue.
+4No we haven't experienced this issue. I think the reason this hasn't gained more support is because CTAs don't have to have a playbook - it's optional, whereas other items like Reason Code, Status, Due Date are all required so they are featured higher on the page.
When manually creating CTAs, our CSMs create more of them as one-offs - without playbooks. Only in some cases are they required to attach a playbook.
I also don't think there should be default playbooks for the same reason - you don't always need a playbook, so why make it mandatory?
You may not want to hear this, but I really think this sounds more like a training and compliance issue, more than a product gap. That's just my 2c. If they aren't following the process as you've outlined, someone needs to be holding them accountable for not aligning to the process.
When manually creating CTAs, our CSMs create more of them as one-offs - without playbooks. Only in some cases are they required to attach a playbook.
I also don't think there should be default playbooks for the same reason - you don't always need a playbook, so why make it mandatory?
You may not want to hear this, but I really think this sounds more like a training and compliance issue, more than a product gap. That's just my 2c. If they aren't following the process as you've outlined, someone needs to be holding them accountable for not aligning to the process.
+12This does still create due date questions, in my experience. Maybe if the Playbook option was above the Comments, it would be helpful. Bumping this idea for visibility!
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