Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
CSM owner changes, how quick do the CTA owners change?
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 Customer] Why the content of the "Notes" section from timeline not appearing in Cockpit's
-- 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 ?
Can I tell what user sent an email assist email? Or what CTA it's connected to?
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!
Report Timeline activities based only in one CTA Reason
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
Call to Action Due Date
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.
Unable to configure Relationship layout for Global CTA types
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.
Why is every new task created defaulting to Status: Closed?
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
Trigger CTAs Based on Absence of Timeline Activities
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
New In-app Walkthroughs Available for Cockpit and Timeline
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]
CTA owner override
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.
Enable ability to choose default view upon logging into GainSight
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.
Deadline dates for service work, advice needed
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.
CTA Emails in Reports
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
How can we operationalise customer lifecycle in Gainsight
(as we a relatively new to Gainsight and just started this year) I'd like to build our customer lifecycle in Gainsight with the different touchpoints and milestones from sales, product build, handoff to customer support to value creation, renewals and churn. similar like the lifecycle chart in this article [url=https://support.gainsight.com/Business_Processes/Operationalize_Customer_Lifecycle/Challenge_A7_We_don't_have_a_way_to_operationalize_or_track_our_customers'_lifecycle]https://support.gainsight.com/Business_Processes/Operationalize_Customer_Lifecycle/Challenge_A7_We_d...[/url] it would be really useful to show customers who recently onboarded and received training so that we can track the effectiveness of training vs usage. Similarly, it would be super-helpful for our training consultant to view which customers are moving through the lifestyle and will be soon in need of training so that they can plan accordingly. Some transitions between stages would be manual w
CSM can't see email open data in a playbook task
I have a CSM that can't consistently see the email open data in the playbook tasks. Sometimes the data loads, but usually nothing happens until he exits the task then opens it again. I don't believe this is a permissions issue. He has already cleared his cache and cookies. And I can't replicate anything. Has anyone else run into this issue? What can I do to solve this problem?
CTA: Closed Source not available on CTA
[list=1] [b]Identify the source of closed CTAs for Reports[/b]: The ability to identify the source (Manual, Rules, or Mass Edit) from which a CTA is closed is now added. To support this, the ‘Closed Source’ field is added in the CTA object. [/list] I do not have the "Closed Source" field available on my CTA. If this field is only available in Reporting, I recommend you update the Pre-Release notes to indicate that this feature is only available to Admins in Reports 2.0. Furthermore, why [i]wouldn't this be available on the CTA? If i was a CSM, rather than an Admin, I would love to know why/who closed out my CTA rather than bug the admin for that info...wouldn't you?
Email Assist: I am able to select inactive contacts
When I click "Approve and Send Email" in an Email Task, and it pulls up the template editor, I am able to search for inactive contacts in the TO field. There are a number of cases where duplicate contact records have been previously created for some reason and one of them set to inactive. There needs to be a way to filter out any contacts that are not active.
Email Assist Task is always closed out when added to a CTA
I'm in the middle of testing the new 5.9 release and came across an issue: When I create a CTA and add my email assist playbook to it, the checkbox next to the task is checked and shown as completed even though the task status remains at “Not Started”. The playbook completion shows 100% complete, but I haven't even sent the email yet. If I did, then we would see the email stats & bounce rates... Do we know why this is happening? Glitch? I created a playbook and added an email assist task [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170905-17455-hw01jk-image_inline.png[/img]as instructed: [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_Configure_Email_Tasks_to_Send_From_Cockpit]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_...[/url]
Is there a way for a non-Gainsight user to make a CTA for a Gainsight user?
Hey folks, We are a CS team which has converted from being part of the Tech Support group. We're about 2 years in now, but still have some lingering processes. Chief among them is still using Cases in Salesforce. Our Tech Support team uses these heavily. We even created a separate Case type for Customer Success items. If a member of the Tech Support team discovered a CS item during a support interaction, they would create a CS Case for us to look into it. This has worked fine, but I want to get the CS team focusing exclusively Cockpit and CTAs. The challenge is that no one on the Tech Support team has a Gainsight license. So, is there any good way for a non-Gainsight user to make a CTA and have it be assigned to the Account Owner (who would be a Gainsight user)? I can think of some hacky ways this could work, but would l love to hear if anyone else has crossed this bridge.
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