CSM Round Robin Assignment

  • 23 October 2021
  • 1 reply
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There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution 

 

What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier

 

The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment

 

First things first, We need to create a High Volume Object to Store the CSM Assignments

 

In this example, we are going to assume that there are two types of CSM, 

 

Customer Success Managers

Senior Customer Success Managers

 

We are also going to assume that there are three possible regions

 

US

EMEA

APAC

 

We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object


 

Creating the User Assignment Table

 

The Only New Table that we will need for this is a CSM Assignment Table 

 

The CSM Assignment table will have the following fields:

 

CSM GSID (GSID) - Lookup to User

Company GSID (GSID) - Lookup to Company 

Role (Dropdown List)

Region (Dropdown List)


 

User Profile Level Fields

 

Inside the User Profile within Gainsight we will need two fields

 

Role and Region

 

Company Level Fields

 

Inside the Company Object we will also need two fields,

 

Managed By (Dropdown List)

Region (Dropdown List)

 

The Managed By Field should be filled by some other rule earlier in the data flow

 

Step 1 - Populating the CSM Assignment Table

 

To Create Records in the CSM Assignment Table, we are going to delve into the Real Time Rules Engine we are using the Company Object as the Event Topic and the Event will be Custom Update

 

We are then setting the following filter: New CSM is not null

 

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We are then setting the following Action: Load to Gainsight Object

 

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Selecting the User Assignment Object we created above:


 

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We Populate the object with the following Fields:


 

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Once we are happy with the rule we can push it live and move onto step 2

 

Note - For any CSM to be included in the round robin, they must first be manually assigned to a customer, after that, the logic below will run just fine

 

Step 2 - Assigning CSMs in a Round Robin Fashion

 

There’s a few tasks that we need to pull together to make this work

 

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Step 2.1 - So we are going to create a taskthat pulls all customers who have no CSM and are Managed By Either Customer Success Manager or Senior Customer Success Manager



 

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Step 2.2

 

We are then going to Fetch All CSM Assignments with the below fields - note the GS Modified Date here is key.

 

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Step 2.3

 

We are then going to get the Oldest CSM Assignment for Each Region, Role Combination

 

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Step 2.4

 

We are then going to do the first of two merges: 

 

Merge 1 

 

We do the following Merge:

 

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And Take the Following Fields:

 

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Step 2.5

 

Now for the second Merge:

 

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We will take the following fields - and create the final data set

 

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Final Step:

 

Now all that’s left is to assign the CSM to the Company Record using the Load to Company Action

 

CAVEATS

 

Ive simplified this somewhat from my customers requirements, but when implementing a similar feature, be sure to only include active CSMs in the logic

 

Hope this helps
 


1 reply

Userlevel 5

Hello @mark_deegan, thank you for posting here!

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