Our SVP of CS has tasked me with determining the completion percentage of all our currently deployed playbooks. The problem with this request:
When CSMs close out a CTA, Gainsight asks "Should we change the status of all open tasks to Closed for you?"
This forced closure of all open tasks eliminates a pathway to determine which tasks are completed which eliminates our ability to:
1. Determine which steps are actually useful
2. Determine if all CSMs are completing all steps for a consistent client experience
3. Identify missed opportunities for training/enablement/enhancements.
Why does Gainsight force close all playbook tasks?
Is there a setting I as the admin can change to allow CTAs and playbooks to be closed without all the tasks being completed so we can do analysis on usage?
Best answer by dan_ahrensView original