Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
I’ve always been confused on the purpose of Task Start Dates in playbooks. Where does a user see these in a CTA? What do these actually do?Playbook Task configuration “Start Date” vs “Due Date”Playbook task in a CTA only has 1 date displayed, the Due Date
My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity! When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts. Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts. I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop? I just want to cut down on a lot of clicks, and want to know what other users have done for this.
In Thursday's Gainsight release, we're making important changes to the [b]CTA and Task Due Date and Owner[/b] functionality, which will be visible to users immediately after the release. Please share this [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/09_Manage_CTA_and_Task_Due_Dates_and_Owners]support article[/url] with your CSMs to help them understand the new options. For Playbook owners, we recommend that when you create new Playbooks, or update existing Playbook tasks using the new due date options, [b]test[/b] the implications of the new configurations. For example, create a test CTA and apply your new or updated Playbook, in order to see how the task dependencies will impact the CSM’s workflow, and then communicate with your CSM team about how the new/updated Playbook works.
In the Playbook Editor, when you save a task with the date set as "CTA Due Date - 0", then re-open it, the numerical value for 0 is gone and needs to be re-entered each time. Makes it a headache to go through and edit multiple playbook tasks in a row. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-38937-f1e2im-gsplaybookerror1_inline.png[/img]
This 5 minute video provides an overview of the primary Gainsight enhancements from the March and April 2015 releases. [url=https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D]https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D[/url]
In Gainsight's most recent v5.11 Winter release, we introduced the option to create and close CTAs within Adv. Outreaches. In the 3-min. video below, Abhishek Sivaraman from our product management team explains how to use the new feature. More information is available [url=https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Configure_Model_and_Emails_for_Advanced_Outreach]here.[/url] [video]https://player.vimeo.com/video/257995911[/video]
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
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!
I am trying to add a field to a gainsight CTA. I've added the field in the salesforce object "call to action" but I cannot figure out how to get it added to the API that then loads it into gainsight. Any input? Thank you!
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!
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.
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"??
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.
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
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
I noticed an issue with how the Cockpit filters are filtering on due date and overdue tasks. For example, if I add a filter for "Due Date = Today", that will pull CTAs into the view whether or not the CTA is due today or if a sub-task is due today. This is great way for CSMs to organize their workflow for what is due today and not. However, if they try to filter on "Overdue" or if they set the "Due Date <= Today", then the filter only applies to the due date of the CTA. I find this behavior to be strange and inconsistent. It's especially frustrating one of my CSMs who likes to organize her CTA list by everything that is due today + anything overdue. However, if one of the tasks of a CTA is overdue but not the CTA itself, that will not be filtered into her list. Just wondering why that is occurring or if someone has a workaround that would be much appreicated!
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]
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