Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
We are looking to do a Post EBR survey and specifically target the contacts listed as "Contacts" that were associated to the EBR CTA. I am sure this data lives somewhere, but not seeing it on the native "Call to Action" object. Thanks for everyone's help!
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.
(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
I was wondering now with the Summer Release, is it possible to add a contact to the "External Attendee" field when creating an Activity and Task in Timeline, if that contact will sync when the task logs in SFDC and populate the "Name" field? I thought it was supposed to be part of the release but it does not seem to be working. I also wanted to confirm whether or not adding a contact to a CTA in Cockpit will sync with SFDC and have that contact populate the name field. I saw that it might be part of the Fall Release but wanted to make sure. Thank you!
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?
[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?
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]
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
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.
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.
Our executives would like to be able to see a list of upcoming business reviews that are scheduled. We have a rule that fires the CTA, but there's nowhere to record when, where, and with whom a business review will be held. I've tried using a timeline activity and logging it for a future date, but we don't have a way to pull in the account name in a report of timeline activities, so no help there either. How are others tackling this?
The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: [list] [*][url=https://support.gainsight.com/Training_and_Videos/Training_Videos/Create_CTA_Forms_Using_Linked_Objects_(video)]Create CTA Forms Using Linked Objects[/url] (5 min. video) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Create_CTA_Forms_Using_Linked_Objects]Create CTA Forms Using Linked Objects[/url] (written instructions) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Ad
For customers who are new(er) to Gainsight's CTA configuration options, you'll want to refer to this new [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit]How to Configure Cockpit and CTAs path[/url] on Gainsight Go. It contains a series of articles that will walk you through the process of configuring Cockpit's list view, CTA and task detail views, CTA types, linked objects, etc. We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for these docs path tabs throughout our product documentation: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/24132-byd9ye_inline.png[/img] We welcome your feedback!
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.
When adding an Email task to a Playbook, it is currently rather difficult to search for the correct Email Template via the dropdown menu. The drop down menu does not sort templates alphabetically, by date updated, or any seemingly logical manner. I have hundreds of Email Templates located in CoPilot. Even with very organized naming schemes, it is frustrating to locate the Email Template I want to use via the dropdown. Can it be listed alphabetically, by template update (newest > oldest), or even better - include a search option?
Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha
When creating a Timeline activity from a CTA on the cockpit and adding external contacts, Gainsight pulls in ALL contacts from your Salesforce database in the returned dynamic search. When this is done on the Timeline tab, the dynamic search is limited to the company for which the Timeline Activity is being created. The behavior on the CTA cockpit timeline activity creation seems like a bug.
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