Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Cockpit views - Why would a CTA appear in the C360 and R360 cockpits but not on the homepage cockpit
I have tried removing all cockpit filters from the homepage cockpit view and no luck. This only seems to be hapenning with manually created ctas, yet some manual ctas appear on the homepage cockpit and some don't.
Once CTA alert handling 3 scenarios at different timeframes
Hi everyone, Keen to hear your thoughts please on this use case and how best to handle it? We use Journey Orchestrator to manage our low-touch renewals, sending several letters to customers when they are due in X days. Majority of these are low touch/low value so we don’t want to allocate resources unless at risk or need to take action should they fail to renew. Currently we have one risk CTA automatically flagged 2 weeks prior to the renewal date if the customer still hasn’t renewed - this is giving us heads up (and feeds into the health score), but at this point there may not be any action. I’d like to extend this by 2 further tasks/actions when the following happens:customer fails to renew and now they are overdue - 30 day termination notice served internal notice to start suspending serviceIndeed I could have three CTAs handling this process but is there a way to include these 3 actions in just one CTA? I would envisage this would need to work like this:Customer is due in 2 weeks
How do you use Priority?
Good morning fellow Gainsight Admins! We currently use High, Medium, Low priority for all CTA Types. We are condiering adding a 4th Critical Priority based on discussions about Issue Management. We aren't sure the 4th priority is particularly necessary and realized we don't have robust definitions for the existing 3 Priorities. That brings me here, how are other Customer Success Teams using this feature? [list=1] [*]Do you have more than 3 priorities? [list=1] [*]Do you have different priorities based on CTA Type, or are they the same accross the types to make it easier for CSMs to group their work? [/list] [*]Are you using the Important flag? How can that be used with or in place of additional Priorities? [*]How do you define your priorities? [/list]Thanks for sharing your expertise!
NXT - Call to action - Can we have exact closed date, like -Date + UTC timestamp
Hi Team, As per the recent release, For NXT, we have fixed the closed date field issue with respective to Call to Action object, However, can we show the exact timestamp as well, for the closed date, i.e like exact Date + UTC timestamp, this would be very helpful for invetsgiating issues and also for the customer.
Update the Due date of the CTA according to Due date of the Task
Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam
QBR CSM Goals
We're looking at refining the QBR goals of our CSMs now that we have Gainsight. I'm curious of the goals that you have for your teams. Here are some examples of goals we are considering: % Completion of QBRs Higher tiers: Goal of executing 100% of your QBRs on a quarterly basis Lower tiers: Goal of executing 85% of your QBRs on a quarterly basis X number of QBRs per quarter Thanks!
Optimization Around SFDC Task Sync For Playbook Tasks Marked for Sync
Posting on Behalf of a customer. To help better make use of SFDC resources and to avoid the Apex CPU Limit error, it is desired to be given the option to create the related SFDC Tasks at a latter scheduled time. That way important CTAs that needed to be created through a rule doesn’t fail to create. Optimization around the current triggers related to the Task creation process would also help as well to reduce the SFDC resources used.
Dropdown of associated Opportunities to show in task
Hi Team, We have custom implementation related to tasks and timeline. One of my customer would like to create a new activity type called opportunity and display the list of the related opportunities of an account in a drop down, when creating the task. Here, we want to associate with a salesforce opportunity when we sync the task to salesforce. Is it possible? Best, Hardik
"Waiting on customer response" CTA status
Do you employ a “Waiting on customer response” status type for CTAs? Is this recommended, or is there another way to organize CTAs that are pending a customer response? Any best practices to be aware of when considering implementing this status type? This is to support CSMs in better cockpit organization.
Issue with Success Plan Objective Template
Team,Has anyone experienced an issue with Success Plan Objective Templates, when adding a template and to a success plan we are having to refresh the screen in order to view the objectives/CTA’s that are populated. As you can imagine this is a huge issue for our CSM’s just hoping to get clarity and hoping it is a bug that is being addressed.
Can i use the Rules Engine Action Type: Load to SFDC Object to upsert records in the "Call to Action
We have been trying to update a number of CTAs from an existing CTA type to a new one. The approach was through the Rules Engine, Action Type: Load to SFDC Object. The problem we encountered was that, although we have access to 'Call to Action" object in SFDC, we were unable to find the "Call to Action" object to grant permission in the "Permissions - Rules Load Actions" functionality.
Dynamic CTA Task assignment to a second user based off dynamic CTA Owner User record
In the ‘email assist’ tokenization of a CTA task, we can pull through a number of valuable fields based on records related to the ‘Call to Action → Assignee’. For example, ‘Call to Action → Assignees Manager (Formula: JBCXM__Assignee__r.user_manager)’ allows us to pull through the name of the manager of the user assigned to the CTA. This type of lookup is not available at the Task Owner assignment configuration and we’d love to see this happen. Task Owner options - does not include ‘Call to Action → Assignee’ options, only this ‘CTA Owner’ option: Background: To bring in additional fields to use during email assist we have a number of lookup fields from the User Profile of the Assignee of the Call to Action. This is great because we can pull through and tokenize things like the Assignee’s first name, their manager, and that user’s custom booking link. Call to Action → Assignee Call to Action → Assignee First Name (JBCXM__Assignee__r.FirstName) Call to Action → Assignee Manager (J
Use webinar import to create CTA with Contact?
Has anyone been able to setup an import of webinar/meeting attendees from WebEx, On24, etc… where you create a CTA with the Contact attached? I am being asked on the possibility of auto generating CTAs for accounts that have attended specific events for follow-up - But cannot think about how to get the contacts (they will be valid contacts on the account) auto-attached to the CTA. Thought I would toss it out here if anyone has good resources or suggestions. Thanks! DB
CTA 'Reason' field in Success Plan Objectives?
Hi brand new GS user and admin here. Objective: Leverage Success Plans to, once selected, automatically create multiple CTAs for touchpoints (QBRs & monthly check-ins). All CTAs should have ‘reason = QBR’ or ‘reason = Monthly check-in’ Issue:When I’m in Admin → Success Plans → Success Plan Type → Configure Templates → Add Objective, I see multiple fields (see Add Objective screen shot), but I don’t see the same ‘reason’ field from CTAs, which I need so I can report on the number and status of QBRs and monthly check-ins. Ask:How do I get the CTA ‘reason’ field in a Success Plan Objective? If this isn’t possible, what is the best way for a user to create multiple predefined CTAs? Example of Objective where I want to add in the ‘reason’ field from CTAs. Example of the ‘reason’ field that I’m looking for:
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