Bulk changes to CTAs in Cockpit

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  • Updated 2 weeks ago
My users need the ability to select CTAs randomly (not always by straightforward criteria) and bulk change them, e.g. Snooze them for the same amount of time and for the same reason, Create the same Timeline activity (like an update that applies to all of the accounts selected), change their status, re-assign them to someone else.

My users do not have access to the Mass Edit feature and for very good reasons, nor does that feature include all of the bulk actions we need.  Using it also assumes that these CTAs can all be queried by some general criteria, which as I mentioned above, is not always the case.  The CSM needs to pick and choose which ones to bulk update, ideally from the Cockpit. 

Please let me know if anything like this is currently under consideration/on the roadmap.

Thank you!
Sarah
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Sarah Johnson

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Posted 4 weeks ago

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Dan Ahrens, Official Rep

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Hi Sarah, can you share a little more detail around the use case for creation of the same Timeline activity for multiple customers at once? We traditionally think of a Timeline update as a customer interaction (phone call, email, in person meeting, etc) and would love to get more detail on the use case you have in mind. 
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Sarah Johnson

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Absolutely!  Admittedly, we may be unique because we serve K-12 districts and schools, and even though each entity is represented as an Account in Salesforce, our approach to services and support, however, are sometimes district-wide or may be for groups of "like" schools, e.g. middle schools, high schools, etc.  Our CTAs are school-specific because product usage is measured at the school level, but multiple schools may be behind in their usage for the same reason.  (One reason could be that the district hasn't rostered all of the students, and the schools are all waiting for that to happen.)

Our CSMs can group their CTAs in the Cockpit by Parent Account (in our case District), but then if they want to update several of the school level CTAs with the same snooze reason, snooze date, and usage note, they're not able to do that efficiently.  They have to change one CTA at a time.  And they have to jump out to Salesforce and use our custom solution to log the same usage note to multiple schools at once.  At some point, we want to move to the Timeline instead of our custom Usage Notes solution, and having this bulk feature will help with that, plus the enhancement I know it already on your roadmap: 2-way syncing of Timeline and SF Activity History.  Both are barriers to our adopting Timeline.


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Aditya Marla, Product Manager

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Hi Sarah,

Thanks for sharing this.
Does this scenario happen very often? Also, are all the CTA's of the same CTA Type & does the district also have an Account Or is it just an attribute to group? Do you also see the need to have other bulk operations provided to end users (such as deleting CTAs, closing CTAs, updating status etc.)
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Sarah Johnson

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The CTAs are all of the same type, yes.  "Usage Risk" in our case, and the CTA will usually have the same name too. 

The District has its own Account, yes, but we only raise our usage risk CTAs at the School account level, so in the Cockpit, District is more of an attribute.  

Bulk Close would be good, as well as Bulk Status Update.  Bulk Delete scares me a little -- let's put it this way: They'll want it, until someone mass deletes a bunch of CTAs on accident, and then they'll want to put permissions around that. ;) And my team will too, because we generally have to clean up mass edit mistakes. ;)