Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
Hi everyone! We launched Gainsight in April and our CSMs are using it widely. I’d like to move out onboarding/implementation process into Gainsight as well—currently we use Notion. It’s a pain for our Implementation Specialists to be tracking in two places and I like the idea of having due dates, email templates, etc.My company is very devoted to Notion and it’s going to be a hard sell. Would love to hear from others in the community on how using Gainsight has worked really well for them for their implementation process!
The ability to dynamically assign CTA owner as Task owner when creating a Playbook also seems to have been removed with the recent “Horizoning”Here is how you could configure the Task owner before:And in the new UI the same task shows “No Value”, and doesn’t allow selecting the same: This was a very clever and clean feature, is there a reason why it was removed?
I opened ticket 267104 for the issue for end users seeing the Horizon Email interface when trying to send /edit emails from Gainsight Assist in Cockpit. The first reports I have of this were 8/4/23, several days after the most recent release. And I reviewed the release notes and did not see anything about this change. Is this just our org? Has anyone else created a ticket and reported this to support?
I wanted to find out if Success Plans (SP) can be configurable to switch to new Partners (Customer Name field):Sometimes, partner will be changed midway or later in the implementation tracking. Typically if this is a new SP, we would delete it and make a new one, but for mature SPs we do not want to lose all that recorded information. I am curious if there is a better way of managing this or could we configure the customer name field to be able to modify to a new partner?
I’ve always been confused on the purpose of Task Start Dates in playbooks. Where does a user see these in a CTA? What do these actually do?Playbook Task configuration “Start Date” vs “Due Date”Playbook task in a CTA only has 1 date displayed, the Due Date
Hey, does anyone know why the custom view for this support cockpit is not showing the ‘support’ CTA’s? Everything is active, so it’s not that. When I remove ‘support’ CTA type in the filter and show everything, it does feed them in. But for some reason, it won’t show just the support ones… any ideas?Thank you!Pics for reference -
CTAs can become overwhelming quickly when you are managing a large book of customers, have a lot of automated CTAs fired for you by leadership/ops, or when juggling risks and projects. Last year, I set out to make cockpit as useful as possible for myself and leveraging Cockpit Views quickly became a gamechanger in keeping my CTAs both clean and useful to me. I’ll walk you through some of my favorites in the video that any user can setup for themselves by creating a new view in your cockpit. Continuing with the #2minhowto challenge, I made it about as short as possible and landed at a 2x 2-min how-to (4-minutes) 😋 Miroboard with the build details laid out to make it easy for you:
Currently with NXT edition the ability to set CTA as recurring is limited to Lifecycle CTA Type or by creating a new CTA Type. CSMs are requesting the ability to create other default CTA Types of recurring CTAs (for example, Activity is often used for internal activities or Risk is used for a recurring check-in on progress, etc.).Is it possible to add the option to enable the other default CTA Types to be recurring without creating a custom CTA Type? If so, would this be implemented in the next upcoming release or soon? This should be a setting set by the admin: Thanks for any feedback in advance!
Curious if there was an easier way to deactivate an Objective Playbook that is used in a Success Plan Template. For example, after the Success Plan Template was made inactive - the Objective Playbook still was unable to be deactivated until the Objective was deleted from the Success Plan Template. It would be easier if the Objective Playbook could check that the Success Plan Template was inactive - and allow the admin to deactivate the Objective Playbook if the Success Plan Template was deactivated.
In NXT, is there additional RBAC on Playbook other than full access via Admin-Cockpit-Playbook?SFDC seems to have more features in this direction and wanted to be sure I didn’t miss something!The use case is to have users creating playbooks without editing others. Thanks,RR
Hi,Using the Rules Engine you can set a Due date to something like: Run Date + 3 Days (Skip all weekends)In my org, this is resulting in CTA’s triggered on March 7th being due March 10th, 00:00:00To a CSM this will show in their cockpit having a due date of March 10th, but because the due time is 00:00:00 the CTA is showing as being closed overdue when they action it.Am I missing something? Surely there should be a way to set the due time to 23:59:59 or equivalent as default?Many thanks,Duncan
When creating new objectives in Success Plans, it defaults to "today's date". Can we change this to default to 90 days out or leave blank and force user to choose a date? This is easily overlooked and causing overdue CTAs when folks forget to change that when creating new objectives/CTAs.
My team has a Playbook named Kickoff Call. We need it to be triggered by the following items. Trigger when account is not assigned to CSM, then becomes assigned to a CSM (CTA NEEDS TO BE CREATED WHEN THIS HAPPENS) Trigger when account is reassigned from one CSM to another DO NOT duplicate an existing open CTA of the same type. Reassign the existing CTA if it exists
My team has a Playbook named Kickoff Call. We need it to be triggered by the following items. Trigger when account is not assigned to CSM, then becomes assigned to a CSM Trigger when account is reassigned from one CSM to another DO NOT duplicate an existing open CTA of the same type. Reassign the existing CTA if it exists
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.
I would like to use GainSight as my TO DO list so I’m working out of one platform. Many of my tasks aren’t necessarily directly related to a particular customer or a CTA. Can I create a standalone task? Or group my non customer specific tasks together somehow? OR would I just have to create a running CTA and manage all my tasks under that?Thoughts on a postcard!
Is it possible to restrict the closure of a CTA until all the tasks within are completed? I find team members are accidentally clicking the close radio button at the CTA level and then all of their tasks get marked complete in the playbook. I would like to restrict this to only be able to close once the tasks are completed.
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.
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