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Gainsight Inc.

Mass Edit CTAs, Tasks, and Success Plans

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Introduction

Admins can perform mass edits to Calls to Actions (CTAs), Tasks, and Success Plans using Mass Edit option. The mass edit tool enables an admin to Reassign and Delete CTAs and Success Plans in bulk. However, for Tasks, it enables an admin to Reassign Ownership, Delete, and Edit the Priority or Status in bulk.

You can find this feature under Administration > Operations > Mass Edit.

Performing Mass Edit on CTAs

To perform Mass Edit on CTAs:

  1. Navigate to Administration > Operations > Mass Edit.
  2. Select Call To Action from the source object dropdown list.
  3. Click + in the Show me section, to add appropriate show fields. For example, Call to Action Name and Assignee Name.
  4. Click + in the By field section, to add appropriate by fields, if required.
  5. Click the Filter icon to add the appropriate filters. For example, you can select Assignee and assign a value to it.
  6. Click RUN, to run the report. You can now see the list of CTAs.
  7. Click +ACTION in the Apply Actions section. A pop-up window with the following options appears:
  • Reassign Ownership
  • Update Status
  • Update Reason
  • Update Priority
  • Delete

Note: The Update Status, Update Priority, and Update Reason options are grayed out, since they are not enabled for the current release.

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  1. You can perform the following actions from the pop-up window:

To Reassign Ownership of the CTAs:

  1. Select Reassign ownership. The Reassign ownership to field appears in the Apply Actions section..
  2. Enter the appropriate name in the Reassign ownership to field. Moreover, you can also search for and select a user lookup field from Call To Action, Company, or Customer Info object to pick a user dynamically for assignment.
  3. Optionally, select Apply to tasks checkbox if you want to change the ownership of all tasks under a CTA.
  4. Click UPDATE, if you do not want to update any other field.
  5. Click YES to confirm the updates to all the records.

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To Delete CTAs:

  1. Click Delete. The Just Checking… window appears.
  • If the filter conditions are applied, click YES, to delete the selected filtered records.
  • If the filter conditions are not applied, click YES, to delete all the records.

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Performing Mass Edit on Tasks

To perform Mass Edit on Tasks:

  1. Navigate to Administration > Operations > Mass Edit.
  2. Select CS Task from the source object dropdown list.
  3. Click + in the Show me section, to add appropriate show fields. For example, Call to Action Name, Subject, and Assigned Name.
  4. Click + in the By field section, to add appropriate by fields, if required.
  5. Click the Filter icon to add the appropriate filters. For example, you can select Assigned Name and assign a value to it.
  6. Click RUN. The list of tasks appear.
  7. Click +ACTION in the Apply Actions section. A pop-up window with the following options appears:
  • Reassign Ownership
  • Update Status
  • Update Priority
  • Delete

Note: You can add multiple actions.

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  1. You can perform the following actions from the pop-up window:

To Reassign ownership of the Tasks:

  1. Select Reassign Ownership. The Reassign ownership to field appears in the Apply Actions section.
  2. Enter the appropriate name in the Reassign ownership to field. Moreover, you can also search for and select a user lookup field from Call To Action, Company, or Customer Info object to pick a user dynamically for assignment.
  3. Click UPDATE, if you do not want to update any other field.
  4. Click YES to confirm the updates to all the records (or) click the +ACTION button to select another value from the pop-up window.

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To Modify the Status of the Tasks:

  1. Select Update Status. The Update Status field with the dropdown list appears in the Apply Actions section.
  2. Select the appropriate value from the dropdown list.
  3. Click UPDATE, if you do not want to update any other field.
  4. Click YES to confirm the updates to all the records  (or) click the +ACTION button to select another value from the pop-up window.

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To Modify the Priority of the Tasks:

  1. Select Update Priority. The Update Priority field with the dropdown list appears in the Apply Actions section.
  2. From the dropdown menu, select the appropriate value.
  3. Click UPDATE, if you do not want to update any other field.
  4. Click YES to confirm the updates to all the records (or) click the +ACTION button to select another value from the pop-up window.

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To Delete the Tasks:

  1. Click Delete. The Just Checking… window appears.
  • If the filter conditions are applied, click YES, to delete the selected filtered records.
  • If the filter conditions are not applied, click YES, to delete all the records.

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Tips and Troubleshooting for using Mass Edit Tool

  • Prior to compiling and executing a mass edit action, consider creating reports to try and model the expected outcome of your mass edit operation.
  • Build reports for the following objects: Call to Action and CS Tasks with the criteria you intend to use on the mass edit tool.

Example of Deleting CTA using Mass Edit option

To delete a CTA using Mass Edit option:

  1. Consider a company name and create a CTA. In the following example, a CTA is created for Company1029 using a playbook.

9. Mass Edit CTAs and Tasks4.png

  1. Create a CTA report by adding the following fields:
  • Show me: Account Name, Created By ID, Created Date, and Playbook Name
  • Filters: Created Date

10. Mass Edit CTAs and Tasks7.png

  1. Add the following fields to your Mass Edit query:
  • Show me: Account Name, Created Date, Assignee Name, Call to Action Name
  • Filters: Account Name and Created Date
  1. Execute the Delete action and check your reports to verify the changes.

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This is a recommendation for large scale Mass edit/delete actions. By creating correlating reports that model the record count for your intended action, you can better manage expectations and outcomes for large scale edits/deletion operations.

Here is the outcome noted in the associated reports after the Delete operation.

Call to Action Report:

From the below image, you can see that the Rakesh CTA is deleted, after performing the Mass Edit - Delete action. Similarly, you can try this for Tasks.

12. Mass Edit CTAs and Tasks6.png

Notes: If you have a large number of CTA’s created from a rule that you want to delete, add a “Created Date” field to your Mass Edit query. This date field combined with a CTA name field should allow you to find and match the correct number of CTA’s created by the rule.

Performing Mass Edit on Success Plans

To perform Mass Edit on Success Plans:

  1. Navigate to Administration > Operations > Mass Edit.
  2. Select the Success Plan from the source object dropdown list.
  3. In the Show me section, click + to add appropriate Show fields. 
  4. In the By field section, click + to add appropriate By fields, if required.
  5. Click the Filter icon to add the appropriate filters. 
  6. Click RUN to run the report. The list of Success Plans appears.
  7. In the Apply Actions section, click +ACTION and you can see the following options:
  • Reassign Ownership
  • Delete

MESP3.png

Reassign Ownership of Success Plans

To Reassign Ownership of the Success Plans:

  1. Select Reassign Ownership. The Reassign ownership to field appears in the Apply Actions section.
  2. Enter the appropriate name in the Reassign ownership to the field. 
  3. Click the UPDATE option.
  4. Click YES to confirm the updates to all the records.

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Delete Success Plans

To Delete CTAs:

  1. Click Delete. The Just Checking… window appears.
  2. Click YES to delete the selected filtered records.
    Note: Once Success Plans are deleted, the respective Success Plan activities and Objective activities are unlinked. And also, external sharing links and the permissions are deleted.

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Receive Email Notification Post Mass Edit

Admins will receive an email notification, once the execution of any action mentioned above to CTAs, Tasks or Success Plans is proceeded successfully using Mass Edit feature.

Emails of the CTAs Modified.gif

Following is the snapshot of a sample email notification post mass edit:

Emails of the CTAs Modified1.png

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