Reason added to CTA Type : All, should appear in individual CTA's reason list too

Related products: None

Problem Description:

Cannot have the exact same name CTA reason made available for more than one (but not for all) CTA Types.

Example: I want “Mergers & Acquisitions” to be added as a Reason for 3 out of 5 CTA Types. Currently this is not possible because I will need to add that to each of the 3 individual CTA Types, but this does not allow me to add the exact same reason. So, I have to do this as a workaround:

Add a Reason for CTA 1 = Mergers & Acquisitions

Add a Reason for CTA 2 = Merger & Acquisition

Add a Reason for CTA 3 = M&A

 

Requirement:

When we add CTA reasons under the “CTA Type: All”, it should list those CTA Reason and make them available for all particular CTA’s. When a CTA is selected in the “CTA Type” drop-down under the Cockpit Configurations, the one’s added under All should also be listed along with their specific Reasons.

These CTA reasons should be by default activated for all CTA Types, however, an admin should be allowed to either keep those CTA reasons Activated / Deactivated for individual CTA (even though they are added for All CTA type)

Note: CTA Reasons added under All should not be allowed to rename or deleted if “CTA Type” does not have “All” selected.

 

Example:

CTA = All

  • Reason 1 - Active
  • Reason 2 - Active 
  • Reason 3 - Active
  • Reason 4 - Active
  • Reason 5 - Active
  • Reason 6 - Active
  • Reason 7 - Deactivated

CTA = Early Warning

  • Reason 1 - Active
  • Reason 2 - Active 
  • Reason 3 - Deactivated (only for Early Warning)
  • Reason 4 - Active
  • Reason 5 - Deactivated (only for Early Warning)
  • Reason 6 - Active
  • Reason 7 - Deactivated (for all CTA types)
  • Reason 8 - Active (only for Early Warning)

CTA - Churn

  • Reason 1 - Active
  • Reason 2 - Deactivated (only for Churn)
  • Reason 3 - Active
  • Reason 4 - Active
  • Reason 5 - Active
  • Reason 6 - Active
  • Reason 7 - Deactivated (for all CTA types)
  • Reason 9 - Active (only for Curn)

CTA - Adoption

  • Reason 1 - Deactivated (only for Adoption)
  • Reason 2 - Active 
  • Reason 3 - Active
  • Reason 4 - Active
  • Reason 5 - Active
  • Reason 6 - Active
  • Reason 7 - Deactivated (for all CTA types)
  • Reason 10 - Active (only for Adoption)

We understand the problem here. We will evaluate the effort and try to fit it within our roadmap. Until then, unfortunately, slight variations to the name is the only way to go.


Agreed! Just ran into this confusing flow and came to the community because I figured I must be missing something (surely it wasn’t designed to work this way and I was doing it wrong… Guess I wasn’t missing something though :shrug: )


This type of CTA reason flexibility would be a huge win. As currently structured, we’re pretty much locked in to whatever Type/Reason combos we create at implementation. We’re continously evolving how we do business - not to mention learning how we use Gainsight - and the current structure really handcuffs us in these efforts.