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Shook Console uses a three-tier assignment model to track responsibility for every production plan. Understanding how assignments are inherited is key to managing them efficiently.

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The three roles

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CSM (Customer Success Manager)

The CSM is responsible for the overall client relationship. One CSM is assigned at the company level and covers the entire company.

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COps (Creative Operations)

The COps person manages the creative/production operations for individual projects and plans. They are set at the project level, and all plans within that project inherit the same COps by default. Individual plans can override the project-level COps with their own assignment. When a plan has its own COps, it shows the assignee’s name. When it inherits from the project, it shows “Project default” in the dropdown.

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POC (Customer Point of Contact)

The POC is the main contact on the client side — typically a person from the client’s organisation. Like COps, POC is set at the project level and inherited by plans, with individual plan overrides possible.
Because POC represents a client-side contact, the assignee pool for POC is the company’s own users — not Shook staff.

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Inheritance model

The UI always tells you whether an assignment is a direct assignment or an inherited default. In all dropdown pickers, a plan using its project’s assignment will show “Project default” rather than the person’s name.

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Changing assignments

Assignments can be changed in several places:

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Bulk assignment operations

When changing COps or POC at the project level, the system asks how to handle plans that already have custom individual assignments:
  • Keep custom assignments — only update plans that currently have no individual override (i.e., those using “Project default”)
  • Override all — apply the project-level assignment to every plan, replacing any individual overrides
The same override decision applies when using “Apply COps to all plans” or “Apply POC to all plans” from the Company detail page.

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Common workflows

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Onboarding a new company

  1. Open the company detail page
  2. Set the CSM at the company level
  3. For each project, set the COps and POC
  4. If individual plans need different assignees, override them in the project’s expanded plan list or in the org chart

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Reassigning when a team member leaves

  1. Go to All Assignments → By User tab
  2. Select the departing team member and their role (COps or CSM)
  3. For each company/project/plan in the list, update the assignment to the new person
  4. Alternatively, use the company detail page and bulk-apply the new COps to all projects and plans

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Reviewing your own workload

Go to My Assignments to see all active productions where you are CSM, COps, or POC — sorted by SLA severity so the most urgent items appear first.