Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 350 Posts
- 1,175 Replies
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
According to the [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/04_Create_Custom_Views_in_Cockpit#Custom_View_List]Cockpit FAQs[/url], Cockpit view are sticky. From what I understand, once we choose a specific view it will always use that view until it's changed. I've chosen the My CTAs view and even created a custom view but it keeps reverting back to the All CTAs view when I refresh. Is there a special way to make my view "stick"??
One of our CSMs created a recurring CTA for monthly review calls, and in doing so, the recurring CTAs have the correct due date, but when she adds the playbook, the task due dates are showing based off the CTA create date and not the CTA due date. I was thinking that if she waited the add the playbook until the CTA was due that would correct, but it would still show the CTA as being assigned on the day she set the recurrence. Any suggestions?
Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss
One of our CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks I created. Instead, an error is displayed. (see attached) Can you please help? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180418-97247-1w934p7-errormessage_inline.png[/img]
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?
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 selecting an Owner for a Task in a Playbook, once a selection is made, a user can't clear the selection out to reflect no owner. The only way we could get around this was to delete the Task and recreate it without selecting an Owner.
In our "Cockpit" view, we have two owners listed in the drop down menu who are no longer with our company and no longer have Gainsight licenses. These people were previous owners of CTAs but we have since transferred all of their accounts & CTAs over to different managers. However, both names are still listed under the owners section in the Cockpit even though we have removed their licenses for Gainsight. Can you assist? Thanks so much in advance.
We would like to have two separate task statuses that both correspond to a closed task. Currently the system can only handle one close status. The use case is as follows: Statuses 1. Open 2. Closed 3. Closed - No Action Required (default) We need to determine if the action was taken or not required for optional tasks, so if the CTA was closed all tasks that had not been closed at that point would be assumed not required.
Many managers use the option of picking one of their team members as Owner for changing Cockpit View for 1:1. Since it moved to Advanced Filters - requires more clicks AND knowing what the field name is to find these.
As we're implementing Gainsight, we're trying to track which CTAs are misfiring or are limitedly relevant for certain customer types. We created a new CTA stage called "Closed-Irrelevant" to measure how many and which ones. I'm curious to know how others have tracked this if at all?
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.
Hi Team,Before upgrading to Gainsight NXT environment, the Gainsight tool in Zendesk which allows Zendesk users to create Gainsight CTAs had left the owner field as Blank but now since Customer(Phorest) has upgraded to NXT, the tool is setting the CTA Owner as System Administrator. User do not want this to happen and the owner field should be left blank. Is there a way to achieve this or this is expected. Refer to the below screenshot.https://share.getcloudapp.com/wbu8P2qG
When I view CTA or Task details from cockpit, it shifts to the left and cuts off customer name and the task names. It looks like there is plenty of space, so why do they get cut off? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160227-7157-1yvzr9x-img_inline.png[/img]
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.
Hi all: One of the goals we’re trying to do with my team is to reduce the number of “places” people need to go. A prime example of this is where folks can manage their “To-Dos” that arent attached to a Company per se. So for example, they need to fill out a form by MM/DD date. Is there an ability to create a CTA without having it connected to a company? Or is there an alternative workaround? Thanks!
When you move the status of the Success Plan to Closed, it appears that the links to view the task in SFDC no longer work. With account transitions, it would be great for the new CSM to easily click to get to the additional details of a task that was synced to SF on a closed plan.
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