Acknowledged

Ability for attachments to be included on Playbooks in Gainsight NXT

  • 17 August 2020
  • 6 replies
  • 82 views

Userlevel 5
Badge

Usecase: In SFDC we have the option for CTA file attachments. Similarly an option to attach word docs and other attachments in a playbook is preferred. The playbooks might not be used in an email assist task hence need a direct way for attachments.


6 replies

Userlevel 4
Badge

Thanks for posting this @sai33335! To add some more context to the use case described above, we are building out a standardized Go Live CTA & playbook process for our CSMs. We want to include a word document attachment in the playbook task for them to use. This word doc we want to attach is a detailed template that will be uploaded to an internal system.

Userlevel 7
Badge +2

I have run into this use case a lot as well. The only solution today is host the docs on a shared drive and include the URL link to the files on the playbook. It’s not an ideal solution as it does require the CSM to go to another place to get the information. 

Userlevel 4
Badge

Agreed @jean.nairon - that is a good workaround, though as you said, not an ideal solution. It would be best to keep the CSMs in Gainsight as much as possible.

Userlevel 7
Badge +2

Agreed!!

Userlevel 4
Badge

Also just to clarify a bit further to avoid any confusion - ideally we’d like the ability to add attachments to any CTA, playbook, or Task in NXT. I know we mentioned playbooks specifically above, but we also would like the ability to add an attachment at the CTA and task levels as well.

 

Thanks!

Userlevel 6

Thanks for the feedback. While we don’t have immediate plans to solve this, we recommend @jean.nairon’s workaround of uploading the file to the drive and including the URL. One advantage of URL is that you can always be sure that the users access only the latest file.

Reply