Using Success Plays for Upgrades Answered
Looking for anyone who has implemented Success Plays to capture the steps of a software upgrade. Our software is all on premise at this time and an upgrade is really a mini project for us with several steps/milestones. We do use MS Project for scheduling the actual resources to do the upgrade. However, we are looking to use Totango success plays to automate some of the tasks that are needed within the upgrade to assist our technical account managers with managing the upgrades. If anyone has implemented something similar, I would welcome any advice or best practices.
Closing the loop. Read more about dynamic task assignment here: https://support.totango.com/hc/en-us/articles/360037315312-Manage-dynamic-task-assignment
From my experience, it is better to create a SuccessBLOC for software upgrades as it will enable you to create a single flow end to end including automating the software upgrades using SuccessPlays and Campaigns and analyze it using scorecards, segments, and reports.
Totango product team is now working to create the best experience for this specific use case which will include new capabilities like dynamically assign the most suitable person for the task, managing people's availability to make sure they have time to perform the software upgrade tasks as well as other tasks, and smoothly connecting SuccessPlays and Campaign to engage and take software upgrade actions.
These new capabilities will be GA in the next few weeks.
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