Automate a CTA to a CSM rather than an account?

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Is there a way to automate a CTA to a CSM, rather than an account? I'd like to be able to send a reminder to do something in Gainsight to a group of CSMs that look after our strategic accounts - this would go out the 3rd Monday each week month and then close on the 1st day of each month. Our CSMs look after multiple accounts and this action we're asking them to do can be done on any of their accounts - differs each month. Rather than sending a CTA, one per each account, is there a way to send one CTA to each CSM? 

Failing that, I wonder if the best thing would be to auto-create a CTA to all accounts these CSMs look after, and then auto-close it few days later when the deadline passed.  Is ther a better way to achieve this?

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Katerina Nemcova

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Posted 3 weeks ago

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Sagan Sherlin, Champion

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Hi Katerina!  I forgot the post - but one of the workarounds that got suggested for this type of situation is to create an account for the CSM - that they are assigned to.  So you can send CTA's to it and it would still appear in the CSMs Cockpit.
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Hi Katerina, to accomplish this you need to have a 'generic' customer in Gainsight. 

Many customers have created an account in SFDC for their own organization and brought that into Gainsight.  You would likely, set the Customer Status to Inactive for this customer to eliminate it from active customer counts. 

By having this "generic" account, you can then automate or manually set CTAs which are more like reminders and not account specific.
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Katerina Nemcova

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Thanks. We do have our own org in Gainsight though do not have it associated with CSM so that's something to consider. That said - how do you assign 40 odd CSMs to one account?

The one here is that we do need to filter this CTA by a customer type - for example in this scenario we're looking at all CSMs looking after Strategic Customers only to submit a value creation use case, no matter which strategic customer this related to, as long as they submit one per month.  This would not apply to CSMs looking after lower tier accounts.
I gather that we could add a new filed into our CSM user object and classify them by account type but since we already have this classification at an account level, I wonder is there another way to achieve this?