Syncing CTA status "In Progress" with task status
None
Our team often indicates "In Progress" for one or more CTA tasks. Which they then have to also update the overall CTA status. It would be a nice UI feature to have the CTA automatically update to "In Progress" when any task was set to this.
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Right now we do not have an option to do this, but the enhancement is in roadmap. ETA to be decided.
We are trying to streamline tasks for our CSMs and have them click less but also drive good CTA reporting for all. We can't achieve the reporting goal if the CSMs don't update the CTA Status. The CSMs are forgetting to update the CTA status when they check off certain Tasks, even when the Task includes a description that instructs them to "Remember to set the CTA Status to ____ when you complete this task." So they have requested that I automate the update of the CTA Status field in response to their checking off a Task as complete.
In our use case, not all Tasks will trigger a CTA Status change, but some will.
Thinking through potential solutions, one way that this could be pulled off might be to allow us to specify on the Task, when editing it in the Playbook config section, whether completing the task should update the CTA Status automatically. We could do this by simply selecting the CTA Type from one picklist (to narrow the list of CTA Status options), then select a CTA Status from another picklist. If we don't want to use this feature, we would just not select any values. If the CSM attaches the Playbook to a CTA that isn't of the same type and doesn't have that status value, maybe just ignore that setting (soft fail) rather than prevent them from doing it, and perhaps even warn them.
Just a thought. Our users know that I can build workflows to handle this use cases like this in Salesforce and it has been difficult to explain to them why I can't do it in Gainsight.
Sarah
Thanks,
Joel
This is in our roadmap but there are other things thats keeping the team occupied. But this is definitely in our radar.
A Quick Question on same:
1) Do you want the CTA status to be changed to a particular status as soon as some modifications are made in Task or to the CTA itself.
2) Or it would be better to give a confirmation message to the CSM asking if they would like to change the CTA status (because not always they would like it to do so)
Regards,
Hitesh
Thanks for the quick response. From the situations that my team has discussed, we would expect that the status would change to the appropriate status that is setup for the closure of the particular task. This means that some tasks may change the status of the CTA but others wouldn't and would be something our Gainsight Admin would configure. We are really looking to cut down on the number of clicks that our CSM's are having to make. Thank you for your consideration
Thanks,
Joel
We would also like to see the CTA status changed to Work in Progress anytime a task status has been updated. I understand the need for more granular control as mentioned in the above posts but if that delays development perhaps it’s better to start with a more simple version. It is difficult for CSMs managing a large number of CTAs/Tasks to remember to set both a task status and a CTA status leading to reporting that is often not accurate.
Whoa… on the roadmap 5 years ago and still not functional??? From a high level PM mindset (and per MS Project...the grandaddy of all task mgmt software), if a child task is in-progress then certainly the parent task is in-progress as well. It can’t be any other way. The logic already exists and doesn’t have to be reinvented. Please fix this bug.
Thanks everyone for the inputs. We are aware that this has been pending for a really long time. We are addressing this as a part of our ongoing horizon efforts. Thank you!
I am curious to know where this is on the roadmap? I would also like a CTA to auto move to In Progress when a task is completed, this allows for fewer clicks for the CSM.
Is there a way to use the rules engine to do this if its not set up in the UI?
THANKS!!!
This is should be possible with Rules.
I am curious to know where this is on the roadmap? I would also like a CTA to auto move to In Progress when a task is completed, this allows for fewer clicks for the CSM.
Is there a way to use the rules engine to do this if its not set up in the UI?
THANKS!!!
I don’t think a CTA can be updated directly via a rule. Our TAM helped us with an API call to update CTA assigned to the current CSM, so there are very complicated work-arounds that might be possible. It would be ideal if the playbooks themselves could trigger different statuses based on completion. At minimum, moving from New when at least 1 task is complete would be great. Looks like this request is still Under Consideration, but would appreciate any updates to the expected release.
Here is a possible example, with the status that the CTA would change to automatically when a task is complete in parenthesis.
Task 1: Review resources (Initial Review)
Task 2: Email client o schedule call (Initial Outreach)
Task 3: Hold call with client (Call Complete)
Task 4: Review current status (Final review)
Task 5: Follow-up template (Closed - Complete)
Please note, we are not using all of these statuses today because it is too cumbersome for the CSM to even update the status once, but this would give us a far more accurate picture of the progress a CSM is making on a CTA and help the CSM group their work by the actual next steps instead of broad buckets like “In Progress”.
Can see lastest update on this post was over a year ago. Any news on this feature? To me this seems like a pretty basic feature to improve CSM productivity and platform/process automation. If not implemented already, is there a timeline or roadmap anywhere?
@dstupar I got tired of waiting so I eliminated the “New” and “In Progress” CTA statuses and have just gone with a singular “Open” status.
Team… this item is in the queue with others and there’s no start of Dev planned yet. Let us revisit this in 2023.
Question: will this be possible with the horizonized rules engine launching at the end of this month and the ability to Update a CTA with Rules?
@sriram pasupathi @anirbandutta
This feels like a forever ago request that is going nowhere. It really hampers accurate reporting and impacts end-user adoption.