Playbooks: Add a "description" field to Playbooks; provide a better view of available playbooks to
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Our CSMs want visibility into the library of available playbooks. Right now we have to maintain a separate document outlining the playbooks by segment. This will not be scalable long term.
We need the ability, first of all, to add a Description to a playbook (similar to the way we do a Rule) so that at a glance a CSM can see the general purpose of a playbook.
Second, there should be a separate pane in which a CSM can browse the playbooks. This will be important for our High Touch segment especially because there will be a sizeable number of CTAs that are created manually and having better visibility to the available playbooks will give CSMs more flexibility in selecting appropriate playbooks.
This pane should be visible regardless of Playbook Permissions settings.
We need the ability, first of all, to add a Description to a playbook (similar to the way we do a Rule) so that at a glance a CSM can see the general purpose of a playbook.
Second, there should be a separate pane in which a CSM can browse the playbooks. This will be important for our High Touch segment especially because there will be a sizeable number of CTAs that are created manually and having better visibility to the available playbooks will give CSMs more flexibility in selecting appropriate playbooks.
This pane should be visible regardless of Playbook Permissions settings.
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Also while browsing for playbooks, I think it will add a lot of value to show popularity (# time used) and success rate (% times playbook resulted in a Closed Success) along with description. Let me know your thoughts.
In a related note, I opened this idea as well, for adding the ability to "tag" playbooks with specific keywords: https://community.gainsight.com/gainsight/topics/playbooks-create-ability-to-add-tags-to-playbooks-t...
There needs to be a way for CSMs to get more information about the playbook from within GS when they are in the process of creating a CTA. The current implementation is not user-friendly.