We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on.
It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something.
The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer."
And the CC field would pre-populate with members of the Account Team in SFDC, which are User lookups, including the Sales Rep, Implementaiton Manager, etc. etc.
Additionally, we would like to include a filter by "Active" Contacts only, by whatever field we choose to determine that on our Contacts.
The CSM would then be able to remove anyone from those fields if they want to, a lot faster than they would be able to add people, and then send the email.
We have looked at Automated Outreach, but at this stage of our implementation of Gainsight, it is a bit TOO advanced for us, and we do not yet trust the system to know when outreach is appropriate or not, which email version to send, and to whom. We still require it to be a human decision, which is why we're using email tasks on CTAs.
Best answer by sethView original