Ability to add a 'secondary owner' to the CTA rules

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  • Updated 4 weeks ago
As a company with a young employee demographic, we often have multiple CSMs out on parental leave or other leaves of absence. In Salesforce, we handle this by assigning an 'additional CSM' to an account so they get all of our support emails, etc. for the customers they are covering, but the main CSM remains on the account for when they return. It would be nice to be able to add a secondary owner field to our rules that are creating CTAs. Currently, these CTAs are still being assigned to the primary CSM (who is out on leave) and the CSM covering the account has to manually go the the customer's cockpit and reassign the CTAs to themselves which obviously leaves room for error or delayed notifications. I'd envision an option to set a CSM's username in Gainsight to designate they are on leave and then the CTA would automatically be assigned to the secondary owner, or 'additional CSM' in our case.
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Katie B

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Posted 4 weeks ago

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Samantha Braastad, Champion

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Hi Katie. Would it work to create custom Cockpit views for all CTA's assigned to those that are out on leave? Then the CSM covering for them would just have to look at the custom view instead of going to the individual accounts. 

We are looking at this approach in order to do a more 'queue' assigned CTA. We would assign the CTA's to group user by default and the CSM's that work in the queue would have a saved customer view of Cockpit that they would be responsible for checking regularly. 
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Katie B

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Hi Samantha,
I like that idea, although it would still mean going to 1 additional place to see the CTAs it's definitely better than going to each account individually. A CSM's accounts get split many different ways when they are out, so the covering CSMs would just need to add an account name filter and relationship name filters (we assign CSMs on the relationship level) for each customer they are covering. Thanks for the idea!