CSM on a Leave of Absence

Hi Leland, Thanks for posting a great question! I’m sure the community will have helpful advice. I can point you to a few useful features, including the Cockpit calendar view which might be helpful for your colleague to look at what’s coming due during their leave and re-assign as needed. An Admin could also use the Mass Edit tool to re-assign CTAs, Tasks, and Success Plans to someone else. And of course, Timeline is a great tool to help someone get up to speed quickly on the customer history. I also checked with our CS team internally, and if someone is going to be out for more than a few weeks, we recommend formally re-assigning the accounts in Gainsight, so that reports and alerts are accurate; and then you can make the switch back when the colleague returns.