Making the tough call - Fulfiller reductions

jonathan_luste · ‎12-13-2023

With budgets not allowing for subscription growth, and a very open door policy on granting teams licensed roles (CSM professional fulfillers), we find ourselves needing to identfiy who to trim in terms of license usage.

The easy level of "haven't logged in for a while" has been completed, but we still have about 10% overage.

Any ideas on how to evaluate who to pull the plug on? What has worked for you?

jMarshal · ‎12-13-2023

We have considered having some teams operate with a single "operator" (fulfiller) license, where incidents/tasks assigned to them are addressed in platform by a single user, to progress the workflow(s) ...then have a custom field to identify who "actually did/does the work" (for notification and/or reporting purposes). The person "assigned" in the custom field doesn't actually have a fulfiller license. It's not a perfect solution, but does a good job of keeping license usage low...we haven't yet deployed this as we are still evaluating who the operator will be for these teams. Also, overhead for this solution will be kinda high as you need to specifically configure a lot of notifications and reports to look at the "custom assigned" field instead of "assigned to"...but be careful to not customize/change the oob stuff, but rather set up additional custom reporting and notification mechanisms.

jonathan_luste · ‎12-14-2023

Thanks for the idea on tracking assignment outside of fulfillment. As you say that would help with reporting too.

What we are looking for is more reactive. Once too many fulfillers exist, how do folks make the decisions on who to revoke? Is it based on job level or role? frequency of updates? overall group percentage reduction? Delegated to group managers?