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What happens to a playbook task if the customer has no CSM assigned?

  • 9 March 2021
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Hi everyone,

we’re starting to implement Playbooks and we have a couple of them where the owner is Customer > CSM. So my guess is that the Task is created in the queue/timeline of the CSM, when a customer triggers a playbook.

My question is: what happens if the customer has no CSM assigned (like Light Touch ones?) Should we create a parallel playbook to manage those accounts in a different way?

 

Thanks!

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Best answer by heather_hansen 9 March 2021, 15:54

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@Ester.Memoli In our org, we exclude accounts with no CSMs from getting those playbooks, and then, we use Journey Orchestrator to engineer specific touches for those customers.  If you have a pooled CSM model, you could still create them, and have them assigned to either a generic user or the manager, and then, have the manager assign them out appropriately.

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@Ester.Memoli if you’re using Rules Engine to assign the playbooks, it will go to the Default Owner you select. 

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Thanks!

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