CTA for Activities not related to an Account
CS Rules & Permissions
Currently, a CTA must be linked to an account. However, there are certain use cases where it would be nice to have a CTA for CSMs that are not account specific - e.g. internal activities. A sample use case is a CTA/Playbook for New Hires.
Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.
Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.
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Here is one approach.
1. Add a lookup from Customer Info to your default account
2. Build the rule on Customer Info bringing in (at least) CSM, CSM Name and the Default Account reference from above
3. Add any filters that you want -- e.g. if you only want to assign the CTA to CSMs who manage large customers you can add a filter on ARR. Or whatever.
4. In the Account Lookup selector (at the bottom of the Setup Rule screen) select the Default Account reference. This is where the CTA will show up.
5. In the Action screen, you (of course) select Call to Action.
6. Now here is the key point: in the Name field type the generic name and the that AT symbol, @. Then select CSM Name or CSM Email (or something else unique per CSM). This field value will then be appended to the CTA name, thus making the uniqueness criteria per CSM.
7. Be sure to assign the CTA to the CSM from your Show fields.
To review what is going on here: we selected all customers (with an optional filter) and extracted the CSM information. We also told the system to take the action on the Default Account based on the lookup field that we added. Naively, this should create one CTA on the default account for every Customer -- but that doesn't happen because the system says 'ah, ha! you are creating duplicates (same name and reason) here so I will throw them all out but one.' But by adding in the CSM name (or other unique thing about the CSM) into the Name, then the system will create one CTA for each CSM. What is cool here is that even though a given CSM will manage many customers, you will still get just one CTA for each CSM.
Thanks!
The idea of free floating CTAs (not tied to an Account or Relationship) is not something we have made progress on as it would be a huge change and can't realistically be undertaken until we do a major refactoring.
To Melissa's idea of having a pseudo-account per user to use for the generic CTAs, I believe that this could be done using Relationships. Define a Relationship Type called "CSM" (or something) and on some default account create one Relationship of that type for each of your CSMs. You could include in the R360 definition things relevant to the CSM like charts of their activities and even (if you wanted to) a scorecard that measures the CSM's performance. This would also a natural place to assign CTAs with action items not specific to a particular customer. This is obviously not the usual use case for Relationships but if it appeals, I would be happy to discuss the idea further.
Has there been any update on this request? We went live with Gainsight last September and having CSMs manage their tasks in two different systems does impact adoption. It would be helpful to have a clean way to assign CTAs and Tasks that are not associated to a particular customer/client.
My CS team has been on Gainsight approximately 3 months, and they are leaning in well on making it “home base” for their work. Thus, they quickly asked for this “not associated to a Company” CTA functionality.
I was impressed with the early ask here, signaling that they find Gainsight valuable, and they want to expand its use without having to keep a separate list / tool in a neighboring window.
We’re facing the same issue here. We need a personal workspace/“account” for all CSMs/Solutions Engineer where we can trigger CTAs.Like reminders to update data, special requests etc.
We tried having this triggered from a default account but this was not helpful as a lot of people miss these CTAs when they go look at a cockpit view for their accounts so a lot of these CTAs are never completed.
It make it challenging for CSMs to adopt Gainsight if they still need to maintain another to do list outside of Gainsight. People just don’t want to maintain two to-do list.
It would also be much better for leadership reporting purposes also to easily see if tasks assigned to that personal workspace have been completed or not.