We are a CS team which has converted from being part of the Tech Support group. We're about 2 years in now, but still have some lingering processes.
Chief among them is still using Cases in Salesforce. Our Tech Support team uses these heavily. We even created a separate Case type for Customer Success items. If a member of the Tech Support team discovered a CS item during a support interaction, they would create a CS Case for us to look into it. This has worked fine, but I want to get the CS team focusing exclusively Cockpit and CTAs.
The challenge is that no one on the Tech Support team has a Gainsight license. So, is there any good way for a non-Gainsight user to make a CTA and have it be assigned to the Account Owner (who would be a Gainsight user)?
I can think of some hacky ways this could work, but would l love to hear if anyone else has crossed this bridge.
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It seems to me that you could have the support agent set a field on the Case and close it, and have a Rule look for recently-closed Cases with that field value, and generate the CTAs. That way, you wouldn't need to train the Tech Support team in how to use Gainsight.