Assign group CTAs
None
I need the ability to create and assign CTAs to a group of individuals. Is this available? On the roadmap?
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Even if a CTA is assigned to a group of Individuals when it is created, we believe that the CTA should eventually be owned by an individual. We will facilitate that via the following 2 options -
1) Allow an individual in the group to take ownership from Cockpit or from an email notification.
2) Auto assign to an individual in the group using round-robin or other load-balancing methods.
Please let us know your feedback on this approach.
Are you already using 'Queues', 'Public Groups' or other constructs in SFDC to define a group of individuals?
If you define that a CTA needs to be owned by an individual in that you can apply a single CTA but then it becomes individually owned by numerous end individuals, that is fine. It is basically the ability to assign en masse, but manage individually from that point on.
Please confirm that my understanding is correct when I say that your idea, though similar, is not the same as assigning a CTA to a group of users. While assigning to a role from Account teams, (since a role under an account can only have one user) the CTA is being assigned to a user instead of a group of users.
Use case:
· Teams that manage SMB, MM and ENT accounts – at least 2 people per team
· No named CSMs for smaller accounts; they are managed through a common email queue
· When a CTA fires for one of these accounts, it is generated for the team
· The team members alternate picking these up and manage them to completion
· Rather than having the CSM have to change them manually, especially once there are many of them firing, it would be great to have them reassigned automatically
This is very important for us as we now have 100+ SMs leveraging gainsight's cockpit functionality.
We need the ability for a CSM to assign an Escalation Management request to a pool of Escalation Managers who would receive an email notification, and then they would assign a resource from that team to take ownership of the EM CTA.
Are you capturing this pool of Escalation Managers somewhere in Salesforce already (options listed by Sidhu previously)? Would your ideal solution support something existing like this, or would you prefer building the team up completely in Gainsight?
Thanks,
Manu
I think the problem with the proposed workaround is that it requires additional licensing. If this is something that can be built within Gainsight without requiring additional licensing that would be ideal. My thought is:
- Provide the ability to create "Queues" within Gainsight and assign users to that queue
- Provide the ability to assign CTAs to a queue by default
- Add queues to the email notification functionality so users can be notified appropriately
In this use-case, would you be OK if the end result still were one CTA per Account, owned by the respective CSM (captured as an attribute)?
I'm looking for a similar solution and it seems that something like that has been discussed for 3 years.
Is there any update on this feature about assigning the CTA to a group of users?
My need is exactly what Sidhu quoted:
“2) Auto assign to an individual in the group using round-robin or other load-balancing methods.”
For example, when entering an account from Europe, I would like to assign the CTA to the Team that takes care of Europe and that will later be routed to a CSM from that team.
thanks,
Can this be accomplished currently? Or even as a workaround if we create and assign CTA's to one person, can people go in and take ownership of CTA's without them being assigned to them?
I opened a ticket asking for a way to limit visibility of CTA in Cockpit based on a users group. I have 4 groups making use of Gainsight, each with different CTAs - CSM, CSV, TAM and Residents. With CTAs for all these groups going on the same accounts, it gets confusing. My ticket was closed with a link to this forum thread which has not had an update in 2 years and was started 5 years ago. Obviously, I am not satisfied by this response.