Replies posted by jessica_countess
I 100% agree. I asked my CSM team to create an email contact record for their Gainsight auto-copy address. Now all they have to do is type 'Timeline' into their BCC and it pulls in their unique email address. Easy, fast, and intentional.
Our use case for reporting on Internal Attendees: 1) Would like to measure the # of meetings that are attended by CSM team. (and see volumes grouped by onsite, meeting, email, etc) 2) Would like to understand how often each member of Exec team has joined customer meetings. We have a goal to increase exec level interactions, and this will help us to create visibility to the trend.
I vote for the ability to change CTA type, and I understand that with the new type selected, other fields may also need to be updated. In my situation, a CTA may come in as normal course of business, but circumstances may cause this CTA to escallate to a risk, renewal, or other CTA type. I would like to keep all of the associated task history with the CTA as it moves through these escallation steps.
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