Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
CTA not connected to Company?
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!
Service Now Ticket CTA and Reporting
Hi there, I hope your summer is going well. I am trying to figure out the best way on how to do the following: We import a data file to Gainsight every Monday with a list of open service now tickets. The account name for each ticket appears either in the “account” field or the “short description field”. a. We would need a CTA that would trigger with an email notification to certain recipients to notify when the number of tickets on the weekly service now file for one specific account (account X) is greater than zero. OR b. We would need an automated report to run every week to display the open tickets for a specific account and send an automated email to certain recipients as an alert. I'm happy to talk offline on how I can proceed with this. Thank you in advance, Jasmine
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
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.
How to dynamically assign task owner on ad hoc playbooks?
How can I dynamically assign task ownership to a CSM’s manager when configuring tasks in a playbook? We have Manager as a User ID field on the User object and usually I can get to it when reporting off of the Company object, but I can’t find it when trying to assign the associated Manager to a playbook task.
Update a task date and close it automatically
Hello all,we are on the sf.com version of GS still. We’d like to update the due date and close the task of a long playbook once the implementation is done. We were hoping to use a rule to load to CSTASK but that action does not show up. Alternatively, I cannot add CSTASK in my Rules Load Actions settings.As anyone needed to update the due date of an existing task automatically? If so, how did you do it?p.s. I know that I could split the playbook/CTA in half and start the second half with the implementation being done… And I might have to do that if we cannot find how to update a task… Thanks!Lyne
How do you get comments to stop piling up on CTA's?
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]
Cockpit View Not Staying
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"??
Customer Feedback new UI: Add Assignee/Owner as a Quick List filter on Cockpit
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.
Recurring CTAs Problem
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?
Process to "Unsync" select tasks
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?
Gainsight tool for Zendesk Setting Owner As System Administrator
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
Multiple Close Statuses for Task
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.
Can Success Plans & Objective CTAs support locally uploaded images?
We have been attempting to paste images into CTAs to fit various use cases in our organization, but frequently users cannot paste screenshots & run into this error: I save the screenshot to my desktop and then when I cut and paste the jpeg into the field, I receive an icon of a beach scene with a lens. When we contacted Gainsight Support regarding this, we were informed:Currently, we are not supporting the images uploaded locally but we can have the images from the public domain (google., wikipedia..). I have verified the behaviour in my local as well. To achieve the use case we can upload the required image files to some domain and then access the image from there to use it in success plan.Below are the reasons due to which we are not supporting the ability to add images in success plan:1. Success plan objective/use case is to store and present the details of plan of action which will be mostly text.2. The ability to add images will impact the performance of success plan loading a
"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.
CTA Owner Mismatched with Task Owner
Hi All - So far this has only happened once that I know of, but I want to understand why so I can hopefully prevent it from happening in the future.Setup is as follows:Rules Engine triggers CTA, which triggers a playbook and its tasks. In the RE rule, I’ve set the CTA owner to be the company CSM (Company ID>CSM>CSM GSID). In the playbook, I’ve set the owner of all tasks to be Company>CSM.Problem context is as follows:Yesterday, a CTA was triggered, kicked off the playbook, and correctly assigned the playbook to the CSM. However, all of the tasks within the playbook were assigned to the Default Owner as designated in the rule.Anyone have ideas on why this might have happened?Thank you!Chae
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!
Owners listed in the Cockpit drop down menu who no longer have licenses.
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.
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