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Create a playbook from a manually created CTA

  • 4 February 2016
  • 1 reply

A number of my CSMs will spend time creating manual CTAs for situation/scenarios that turn out to be pretty common among the team, so I end up creating a playbook right from that CTA but it is a manual process. It would be helpful if I could just create the playbook automatically from the CTA and then assign the appropriate resource and time frames.

1 reply

Userlevel 6
Agreed! The way I see it working is once the CTA reason is selected, the playbook is going to be attached automatically.

Though, I'd have to admit that I've found that the more experienced CSMs (especially high touch/strategic) preferred not using the playbooks as each of them either had their own playbook or because the customers were so complex, the playbooks didn't add a lot of value.