Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 346 Posts
- 1,168 Replies
Question: How do we assign a manual CTA to multiple accounts at the same time within a live Cockpit/Plabook?Use case: Showcasing the Email Assist feature within a playbook, we want to make this feature known to the CS Managed teams and offer a CTA each CSM can "opt in to" for each one of their accounts. This feature would be ideal for informational emails that the CSM can choose to send to accounts of their choice. We just need to create a CTA and Playbook that will live within cockpit. And then we could assign the CTA to any CSM account we want (or they could do it themselves). The only thing we don't know at this point is if we can assign the CTA to multiple accounts at one time without using a play. Thanks!
The use case is we want to trigger a CTA for customers with expiring, unused professional services.Depending on how close that customer is to having their professional services expire, different playbooks would apply, as urgency increases. We envision this being a 30 day cadence (so for example, starting 120 days before the expiration of services, a CTA would trigger, then again at 90/60/30 if they still have unused services).I'm getting lost in the variety of checkboxes on the "Create CTA" action.How do I ensure a CSM isn't getting too many stacked CTAs if they don't close out the previous one? How do I have the CTA provide a different playbook & name as the services approach expiry? I’ve thought of having Create CTA actions at 120/90/60/30 and then a separate rule for Close CTA actions at 91/61/31 to close the CTA as Closed Success if the services were fulfilled, or Closed Lost if the services were still unfulfilled. Thoughts?
Hi Team, In the “Color Mapping” section I was trying to map the Success Plan and CTA fields but found that we cannot do it for all the fields.Some of the fields areIs closed - Green color Is overdue - Red color Am I missing out on anything or this is yet to be enabled?
We have been attempting to paste images into CTAs to fit various use cases in our organization, but frequently users cannot paste screenshots & run into this error: I save the screenshot to my desktop and then when I cut and paste the jpeg into the field, I receive an icon of a beach scene with a lens. When we contacted Gainsight Support regarding this, we were informed:Currently, we are not supporting the images uploaded locally but we can have the images from the public domain (google., wikipedia..). I have verified the behaviour in my local as well. To achieve the use case we can upload the required image files to some domain and then access the image from there to use it in success plan.Below are the reasons due to which we are not supporting the ability to add images in success plan:1. Success plan objective/use case is to store and present the details of plan of action which will be mostly text.2. The ability to add images will impact the performance of success plan loading a
Is there currently a way to log CTAs that are “general” and not related to an account? With Gainsight as my bible, I like to include all of my action items in the cockpit, if possible, but at this time, I am logging CTAs attached to accounts when they aren’t. For example, complete internal training, provide feedback internally, etc.
CTAs, Tasks, Playbooks, and Success Plans are closely related, but are distinct features with their own use cases. We get questions from administrators, CSMs, and others, so I wanted to help people understand how they work together. First, let’s take a quick look at a flow chart that helps to set up the big picture: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190730at12-32-35PM-e06d53d1-e6bd-4bf0-82ba-371113c62001-1532252897.png[/img] So these four features have a lot to do with one another - that’s for sure. But let’s zoom in a little to observe each element’s distinct qualities. Let’s start with [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit][i]CTAs[/i][/url], as this is the one thing the other three features have in common! A CTA (Call to Action) is a “to do” that can be created manually by a user, or automatically by the Rules Engine. OK great! CT
Let’s say that I have a X success plan and I applied Y success plan template. Y success plan template has 3 different CTAs and each CTA has their own tasks. However this layer is not enough for us I would like to add checklists to the tasks. What is the best way of doing it?
Even after organizing and structuring all email templates, it is still rather difficult for the team to find the right email templates, while sending an email from CTA “Send Email”, as the full name of the template is not seen in the drop-down list. The max character count can be 29, and we’ve tried to keep it as short as possible, but in some cases simply not possible.Would be absolutely fantastic if the drop-down bar would be wide enough, so the whole template name is visible. Or at least wider as it is for now. 🖤
For companies that may want a way to plan/capture/track future scheduled meetings, here’s a way to do it using functionality already built into the Gainsight platform and with which users should already be familiar.Short description of solution: Adjust Event CTA Type to have A CTA Status of “Scheduled” CTA Reasons that map to each type of meeting to track Have users set up Calendar Configuration to sync Event CTAs with “Scheduled” Status to Calendar Create CTA-based reports to track “Scheduled” Event CTAs by Month ADMIN EFFORT Event CTA Type Config (Or use a Custom CTA Type)Make sure the Recurring event flag is enabled on the Event CTA Type (to reduce the amount of effort in creating recurring touchpoint meetings) Set a special CTA Status of “Scheduled” for the Event CTA type: Add CTA Reasons for the types of meetings users would schedule (add a Reporting Category of Meeting to make reporting easier, particularly if you have multiple Event reasons unrelated to meetings.
We’re frequently getting questions from our team to analyze ‘all the CTAs’ that are currently active. In the past we created a ‘master CTA database’ in a spreadsheet to share out with stakeholders, but obviously that is difficult to keep up with manual updates. How is everyone keeping CS stakeholders informed of your ongoing/active CTAs, not just updates for new things you’re implementing? It seems like there isn’t one central source in Gainsight to easily share the things they want to see: CTA Name, Trigger Criteria (customer segment), Playbook Tasks, etc
Hey , I want to create a custom dependent dropdown named Subtype and this should be dependent on CTA type. I created the categories and also tried to create dropdown custom field for CTA type but unfortunately i am unable to make CTA type as controlling and sub type as dependent ? is this possible. Need some help pelase
Hi Team, Cutomer has set mandatory fields upon close under the CTA Type. The issue we are seeing is if the CTA is created manually and the status is put into Closed during the creation process it doesn't generate the error message that these fields are required. Thanks,Abhishek
Hi all: One of the goals we’re trying to do with my team is to reduce the number of “places” people need to go. A prime example of this is where folks can manage their “To-Dos” that arent attached to a Company per se. So for example, they need to fill out a form by MM/DD date. Is there an ability to create a CTA without having it connected to a company? Or is there an alternative workaround? Thanks!
Is there a way to add an e-mail to the autofill when sending an email from a task. We have a group e-mail that is not associated with a person that we have to type every time. I would like to make it so we can have it come up after you type the first few letters.
We create CTAs based on risk alerts and then the CTAs may be assigned to either CSM or Acct Owners. If they are assigned to CSM, everything works fine as they have Gainsight access. However, the issue is when CTAs are assigned to Acct Owners, we have problem with CTA notifications because Acct Owners do not use Gainsight and only work on Salesforce and they work on their associated tasks from Salesforce and not Gainsight. The problem is automated CTA notifications have links to Gainsight CTAs/tasks and those users who do not use Gainsight find it difficult to deal with such notifications.How can we customize the notifications to send only to certain users (CSMs) and exclude others (Acct Owners)? Is there a way to customize these notifications?Thanks,
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