Does anyone have any recommendation on the use of internal cases vs CTAs? Currently (and pre-Gainsight) our CSMs create Salesforce cases to send to internal agents for account issues, technical issues, etc via assignment rules. However, these internal issues are not sparked by a rule or CTA. We have tried to move our CSMs into creating CTAs for these internal agents but it is far more cumbersome for them to decide a CTA name, reason, type, and select a playbook and then transfer it all to the necessary agent. Not to mention it is very hard to report on when they are selecting various CTA reasons that don't always correspond to the actual reason of the case (user error!). If we had only a few CSMs I could see how manually creating CTAs for others to do would work but when you have about 300 CSMs creating dozens a day it gets tricky.
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.