When building out playbook tasks, we could choose to have a task for “Schedule customer call” or “Hold customer call” -- the former being checked off as complete when scheduled, the latter being checked off when the call is completed.
We don’t want to have both “schedule call” and “hold call” tasks to avoid task annoyance, but I keep going back and forth on which one is better to include in a playbook. Scheduling a call is outside of my control as a CSM, as we use Calendly. If the customer books directly through Calendly, I think it would be annoying to check that task off myself. On the other hand, a CSM is already logging a call that they have in Timeline, so checking off a task of holding a call seems redundant.
Best answer by heather_hansenView original