I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took.
The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status).
If we as admin's had the flexibility to have the rules engine change an open status to another open status (similar to how it changes to a closed status) that would take an extra task off. Also if the Option in the call to action workflow for Default closed status was more customization to just be default status and give the ability to choose any status that would be a huge help to the CSM team in this situation.
Here is our use case on the status flow:
- Create CTA
- Status = New
- Status = New
- CSM calls on CTA & Completes CTA
- Status = Completed
- **This status isn’t a close status**
- D3 Syncs with SFDC [list]
- If CTA trigger = True [list]
- Status = Closed Successful
- Status = unchanged
- We want this to be on CSM’s radar
- Status = Attempting to Contact
- Status = Completed
- CSM call on CTA & Discusses CTA but unable to complete the CTA on that call
- Status = Work in Progress
- D3 Syncs with SFDC [list]
- If CTA trigger = True [list]
- Status = Closed by WIP
- Status = Unchanged
- Status = Attempting to Contact
- We don’t want these to stay in Work in Progress after so many days because they aren’t being worked anymore, we want the CTA to go back on the CSM’s radar
- Status = Work in Progress
- CSM calls on CTA and feature is denied
- Status = Feature Denied
- This isn’t a closed status be we don’t want this CTA to continually be created if it is closed
- Status = New
- Status = Feature Denied
- CSM calls on CTA and they get no answer, left VM, no contact with DM
- Status = Attempting to Contact
- 60 days go by
- Status = New
- Status = Attempting to Contact
- Status = Conversation Completed
- Auto close rule will change that status to Closed Successful that night
- Auto close rule will change that status to Closed Successful that night
- Account Cancels
- If status = New
- Status = Account Canceled
- Status = Canceled WIP
- Status = Canceled False Complete
- Status = Canceled Attempting to Contact
- Status = Canceled Denied Feature
- If status = New
Sorry, I may have used bad terminology there. The trigger is the SFDC field that will cause the CTA to be created.
For instance, there is a field in our SFDC if a customer has emails turned on so the CTA trigger is if that field is false or null.
Its basically a status flow that will place CTA's into buckets and enable the managers to keep an eye on the actions that the CSM's have taken instead of duplicated CTA's. It will also lets the CSM's know what actions they've taken and if the status hasn't changed they can now have more visibility into the accounts they've reached.
Currently if a CTA is closed successful by the CSM and the action wasn't completed on the account then the CTA will be recreated the next day in the new status. That CTA is now lost in the mix of all the other CTA's for that CSM. With the automated status changes the CSM can have reports on everything they're working and reach back to the customers to get the actions completed.
Some accounts have 4+ CTA's on them and in one call they may be able to close each CTA. Instead of clicking on each CTA to change the status they can easily change the status by clicking the box on the left of the CTA and quickly move onto the next. Currently we can only choose a closed status for the check box, where in my scenario the CSM will never actually close the CTA (the RE will take the necessary steps to close it if it falls under the correct criteria).
So basically if we had the flexibility for that check box to change the status to a different open status (in this example it would change the status to Completed).
The new workflow is working beautifully! I had a few hiccups at the start and ended up re-engineering all of the rules we had but now the process is flawless. We have way better clarity into the actions the CSM are taking and due to the status changes we have also been able to identify some errors in our SFDC instance to get resolved.
So what I did was separate all my create CTA rules and close rules and set up a chain rule for each type of close. To give a little more context, we have a total of 19 different CTA's and I bundled each rule into a chain that will execute early in the morning for the creation of the CTA.
For the close rules I have Closed by Architect, Closed from WIP, Closed Successful, and Closed for Cancelled Accounts. Each one has its own separate rule and each is combined with each separate CTA type for each status.(I wasn't able to get the rules to work correctly having multiple actions within one rule).
What we have found is that it has been a huge help for the management team stay on top of the CSM's for CTA's they are marking "Completed" that haven't closed. The managers have had a lot more coaching opportunities and we haven't had a single duplicate CTA show up since the change.
Let me know if you have any other questions I can elaborate on.