CTA priority change based on change within the Relationship Scorecard
None
Use Case:
- Our CSMs
manually change each scorecard measure for their customers. Upon a change from
N/A / Green to Yellow or Red, a CTA will be fired off for that specific measure
with the applicable playbook.
- We are using
the Priority field to identify a Yellow (Medium priority) or Red (High
priority) score.
- If a score
changes from Yellow to Red (or vice-versa) and an open CTA already exists for
that scorecard, the rule will update the current CTA.
Current
Process:
- The update
will only change the Priority if the new Priority is higher. For example, if
the priority changed from Medium to High.
Request:
- We've been
informed that this is actually a bug - no updates to any CTA field should be
done (except for comments). However, this process is actually what we would
like.
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Thanks for the post. This is not a bug, we update priority of the CTA if an open CTA already exists. We intentionally change the priority only if the new Priority is higher (as the CSM may have manually increased the priority of the existing CTA).
Would you like to change the priority even when the new priority is lower?
Thanks,
Nitisha