Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
I manage the Product Risk process here at Gainsight for our Product Management team. I set up and use a special CTA Type called Product Risk to do it. Watch the video to learn how and why CTA Types help in this process. [url=https://vimeo.com/262566188]https://vimeo.com/262566188[/url]
So, we have on auto-sync (when it's fixed). There are times where our CSMs use a CTA status of Not Valid because they believe the CTA generated in error. We'd like to be able to have a process that unsyncs the tasks for that CTA from SF without the CSM or someone having to manually do it. I thought it might be possible to do from the Rules Engine, but I'm not having any luck. Best I can put together is that since I'm trying to interact with the task in GS, there's not a way I can tell it to make the Auto-Sync false in the Set up Actions. Any suggestions?
Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge tasks! In the first few mins., he reviews the four types of joins available, and then he demonstrates an example of how to identify which customers don't have any CTAs using joins in a merge task. [video]https://player.vimeo.com/video/259732612[/video] For written details on join types, click [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Join_Types]here[/url]. Got a topic you'd like to drop some knowledge on? Record your DIY video and share it in the Community! More details [url=https://community.gainsight.com/gainsight/topics/share-your-diy-video-tutorials-on-the-community]here[/url].
With many of our CTA's the comments just continue to add on to the CTA, rather than standing alone. It becomes really confusing. For example, we have a CTA for every NPS score that comes in. When the CTA is created we just need to see who the NPS score was from and their comments, but it just keeps adding anyone from the account that has submitted an NPS and what that score was. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180226-22764-1yc69dd-Screen_Shot_2018-02-26_at_1-31-51_PM_inline.png[/img]
I've seen this happen with enough customers lately that I figured it would be worth raising here. I've had at least 3 or 4 customers in recent weeks (Frontline, GlobalEnglish and Integrate come to mind) that have had an issue with creating a CTA and then not being able to view it in the cockpit or C360. See below: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180228-118227-1p74cpb-Screen_Shot_2018-02-28_at_10-31-47_AM_inline.png[/img] The fix each time has been to go to the Call To Action setup in Administration and unlink the Linked Objects on that specific type of CTA (it's usually been risk or activity). After the Linked Object is unconnected, the CTA can be viewed just fine. I believe at some point in the recent past we started automatically linking objects to those CTA types, and it appears be causing the issue documented above. Obviously, this is causing a negative user experience and probably leading to an influx of support tick
Hi, has anyone else experienced a "Playbooks not available" error message, and/or a blank dropdown in the Reason field when adding a CTA? I've seen this behavior for multiple users across our org, many times, during a training and in their day-to-day. I'd love to learn if other orgs have experienced this too and how best to solve. I've asked our users to refresh, close out of and restart Gainsight, which only works sometimes. It has been disruptive to workflow as our users are updating multiple CTAs from their Cockpit. Thanks!
Question. How are you using Gainsight to track multiple departments that touch an account? And then report on them?
When an account comes on board with us, it can be touched by up to several departments - depending on the account. As we start to bring on more internal users to Gainsight, we're wondering how other companies are tracking multiple departments and their use in Gainsight. From both the customer side and the internal side.
I all the tasks and the CTA are assigned to an owner, and I click something as completed, who does it show as having completed it on the backend? The owner of the task/CTA or the person who actually checked it off as completed. As an admin sometimes I end up checking something off on behalf of the owner, but I want to make sure that on the backend it is not showing up as I have completed it.
I was wondering if there was a way this up in Gainsight (or Salesforce). When a CTA is created with a linked contact and then that CTA syncs to the Salesforce "Call to Action" object, that we could have that linked Contact also populate in the salesforce record? I was trying to edit the layout of the Call to Action object and there was no option for "Contact". I am just curious into why this field wouldn't be included, seems to be relevant that the contact associated with the CTA also sync with the Salesforce log. Especially when the default pushes "CTA Type" and "Reason" which are CTA specific fields. Not sure if there is a workaround on this or if this is just not supported. Thanks!
We have recently enabled linking CTA to Opportunity and this feature is fantastic! The current ask is for this linking to be established between Opportunity tasks and CTAs. Right now the tasks created in the CTA sync with the Account object instead of the Opportunity object in question. Ideally we would like these tasks to sync to the Opportunity in most cases so activity tracking and next steps are clearly linked to the Opportunity they are associated with. This will be especially helpful in cases where Opportunities are handed off so the associated completed tasks and pending tasks are clear to the team member that takes over. The next ask is that if someone creates a task in SFDC on a linked CTA, that task is merged into the CTA as well. This might be a tougher ask but certainly worth mentioning. If one or both of these asks can be incorporated as an option on the CTA that would be great!
I have noticed that when we make changes to a CSM in Salesforce, that often the owner of those CTA's does not get moved over to the new CSM (at least not quickly). Can someone clarify if this change of owner actually does happen, and if so how long does it take to change because I am often doing it manually.
-- Ask from one of the Customer -- 1. In Timeline for an account, I logged a call and filled in the “Notes “field, naturally. I also created a future task, which results in creating a CTA called “Test 1 (Example one)” 2. Here in the cockpit, I can see my CTA and future task. But the “Notes” field is not available to me, in the detail of the CTA. There’s a “Comments” field in the CTA but no “Notes” field is available to be displayed. Is there a way to display the Note field that I filled out while logging an activity in the timeline, when that activity becomes a CTA? Based on gathered inputs I get to know both Activity & CTAs are independent entities, except name nothing will be copied, that's how it was designed. Is there any future plan to add that Notes section of Timeline in CTA Section ?
We have an email assist task that's (obviously) connected to a CTA which is (obviously) assigned to a user. I'm trying to make a connection between the task being completed (or, in some cases, marked as completed) and the email actually being sent, open, clicked, etc. When I look at the Email Logs object through reporting I'm just not sure how to make that connection. Appreciate any direction on this!
Hi guys, I would like to know if there is a way to view information from CTAs and Timeline Activities in one object. I need to report how much time was spent for CTAs of the same reason. I'm using the duration field in Timeline activities for meetings. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180111-98300-eo1d20-Captura_de_Tela_2018-01-11_a_s_18-16-37_inline.png[/img] For example each CTA's Call has an activity logged in the timeline with the description of the meeting and the time spent. At the end of Success Plan I want to know how much time was spent and which CTA the CSM forgot to record the Duration. I couldn't do it because in the object '[b]Timeline Activity[/b]' there is only the [b]Context ID[/b] field that connects to the CTA and doesn't have a field that lets me filter the CTA's category or CTA's reason. Do you have some way to do it or road-mapped when could I do it? Thanks! Olavo Zapata
Our team would find it really helpful if we were able to set Call to Action due dates based on additional parameters vs. just 'X' number of days from CTA fire date. Our particular use case is tied a new beta Onboarding program. We fire the call to action based on the opportunity booked/won date, which could be 7/1 but the team would like the due date of the call to action to be tied to 'X' number of days to when the products are scheduled to go live (not when the opportunity was booked/closed won), which could be days, weeks or even months later. I don't believe there is any way around this but would be interested to hear if others could use this same function or have found a work around to solve for a similar need.
It seems as though something was overlooked when Global/Account/Relationship CTA configurations were rolled out. We are unable to configure the Relationship layout for Global CTA types. So, if I have a relationship rule set up to create a global type CTA, I cannot configure the Relationship layout for these CTAs. So the Relationship layout for these CTAs are frozen in time to what they were prior to the roll out of Global/Account/Relationship CTA configurations.
I just realized that whenever I create a new task under a CTA, the template that comes up has the Status by default set to Closed [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170815-88836-zb57vx-Screen_Shot_2017-08-15_at_3-43-14_PM_inline.png[/img] This confuses some people so I was wondering if this is a bug or if it something we have misconfigured somewhere. Any help will be appreciated! Thanks! Marcelo
Recent contact with your customers is one sign of a healthy partnership with them. If you are using Gainsight’s Timeline feature, your customer managers are hopefully logging the most meaningful events and interactions with their customers as Timeline Activities. If your customer managers have not ‘touched’ a customer recently, and therefore logged a Timeline Activity, you may want to trigger a Call to Action (CTA) and assign it to the CSM, so they can reach out. These [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Tutorial%3A_Trigger_CTAs_Based_on_Recent_Timeline_Activities]instructions[/url] explain how to trigger a CTA using a bionic rule based on an absence of Timeline Activities for an account in the past 2 weeks. You can adjust that window based on your business needs. The first rule contains two dataset tasks that pull in Account IDs and Timeline data, and then merge the datasets into one based on your field mappings. T
Are you a new Gainsight user or have teammates who are new to Gainsight? Two new in-app walkthrough guides are available for Cockpit and the 360 > Timeline, to help new end users become familiar with the functionality in each of these areas. Users can access the guides at any time by clicking the info 'i' icon next to the following options: [list] [*]Cockpit > List Views [*]Timeline > +Activity button[/list]We hope you find these new walkthroughs helpful! Let us know if you have feedback, as we're continuing to build guides in other areas. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/29607-1r3a92e_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/3816-xza72q_inline.png[/img]
I have a customer that has a rule creating a CTA but assigning to the "default owner" rather than the account CSM initially. We now see that the rule has executed recently and during the run the rule results sheet is fetching the owner as expected, the actual owner of the CTA is still showing as default owner. [b]This is the concern of customer.[/b] The answer for this is, as per the code/design, when a CTA is created either via rules/manually. And if we have similar setup to update the same CTA, the system will update only the priority, status, name and comments sections. Though if there are any changes to the owner field, it will not override the existing owner. The owner will remain same. Want: The customer would like the rule to also update/override the owner field as well.
It would be great if you could set the default view for users upon log in. For our CSMs, we would like the default view to be cockpit. For managers, certain dashboards. Right now the only way I'm aware to do this is to bookmark the link.
Thanks in advance from a newbie for any help. I've been asked to create a playbook that covers a professional services workflow. This is how I envision the workflow. A CSM is contacted by customer requesting that we initiate a project. Within 2 days, the CSM should have spoken with the customer and agreed a tentative delivery date. From there, all tasks in the playbook should be 'delivery date -x days'. Trouble is, I can't figure out how to roll this all into 1 playbook. Would best practice be having the initial engagement be 1 CTA, that then triggers a separate playbook or am I over-complicating this. All advice appreciated. Thanks. Mat.
We started using the CTA Emails two weeks ago. I tried running some reports in the Report Builder to assess activity. I'm not seeing these emails in those reports - even the test emails that i know we fired. Should these be showing up in the reports and, if so, am I missing a critical step? Thanks! Elizabeth
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