Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
We're using email assist to send a recap email after an EBR and then attaching the EBR. We're running into problems with the size limit which is limiting the ability of our CSMs to be able to use the email assist task. Is it possible to increase the size limit at all? The template alone is about 3MB and could be more depending on how much data we are presenting.
Hi - We would like to create a series of templates for CSMs to use with their clients as needed. Right now, creating a series of playbooks that contain the templates looks like the best option. However, there are a few challenges: 1) Playbooks need to be associated with a specific account. One recommendation to work around this is to create a generic account and associate the template with this account. The challenge is ensuring that the emails are associated with the right account in our reporting. 2) You can only fire an email once from the playbook. So, each time an email is used, another CTA would have to be created with the playbook or the playbook would have to be replaced in order to use it again. Has anyone else built this out in an effective way and addressed these challenges? Thanks, Elizabeth
Hey All, I've got a customer that would like the ability to track each time a CTA due date is changed. Basically, they change the due date frequently and just want to be able to see how many times it has been done already so that they don't kick a CTA to the wayside too many times. I understand that this might be a Salesforce limitation, but I'm wondering if anyone is aware of any way to accomplish this? Thanks, -Tom
Looking at the upcoming release at Test, Nick and Leslie from CA Technologies said that they won't be pushing the latest release until the behavior of every detailed CTA view opening on the Timeline tab by default, specifically as the team isn't using Timeline right now and it's going to add a lot of clicks for the CSMs
I'm testing out the new timeline CTA integration, and the tasks section on the Timeline activity doesn't seem to want to load consistently. I get a Something Went Wrong error message. Attached a screenshot. Ideally, I'd like to be able to create a task at the same time as I create the activity, but I can't tell if that's possible. It also doesn't look like I can associate activities to a CTA from the Timeline view. I can only do it within the CTA. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170510-20359-19jiokg-Timeline_Screenshot.png_inline.jpg[/img]
Generally speaking, I would like to see more options in views and exports. If this is already available and I am not finding it, great! Point me in the right direction. - any field on the CTA/objective should be available to add to a view or export. I currently cannot add contact name to the view or export. - If we add a custom field, will it be available in views and exports? - Please let me add more than 2 columns to the view and/or let me remove columns - Would be good to be able to reorder columns. I have added Parent Account name but cannot sort by it or move it. - With columns not being resizable, I cannot see most of the content in each column. I have other feature requests around viewing tasks in the cockpit, linking activities to tasks and exporting activities.
Looking to refresh your Survey program, or update your customer health scoring model? How about gaining efficiencies in your automated email or tech touch program? We've organized the latest enhancements to help those of you who might want to catch-up, one program at a time. Check out these new "catch-up" articles: [list] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Surveys_Enhancements]Survey Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_CoPilot_Enhancements]CoPilot Automated Email Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Cockpit_Enhancements]Cockpit UI & CTA/Task Configuration Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Scorecards_Enhancements]Customer Health Scorecards Enhancements[/url] [*][url=https://support.gainsight.com/
Currently, the ability to set CTA as recurring is limited to event/lifecycle CTAs. Many Gainsight customers use custom CTA types, and would like the ability to create other types of recurring CTAs (for example, Activity is often used for internal activities) Can you add the option to enable other CTAs to be recurring? This should be a setting set by the admin
Gainsight looks at the standard account field for Co-pilot , CTA's etc. Every Salesforce instance implementation is different and with our current account structure in Salesforce(2 account views) it is challenging to use Co-Pilot , contacts within CTA. This applies to all the functionality which uses contact and account related to the contact.
We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.
Formatting in a CTA description field consistently gives me issues with formatting. I open a new CTA - go to the description field - attempt to add text and it doesn't allow me the opportunity to type...at all...I have no idea why. I close the CTA and go back in - same experience. It doesn't allow me to copy and paste text in either. This happens randomly and I don't understand what causes it. I can show you firsthand and also have a screenshot of what it looks like when I FINALLY can add text - you can see it cuts it off. Frustrating :( [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170227-45201-1tsbcg0-CTA_Issues_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?
I have added the user and permission on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here
Although Gsnap and CoPilot are not fully integrated at this time, we do have a fairly simple workaround that enables you to send Gsnaps via CoPilot, or with Email Assist Tasks. This is helpful in situations where you want to: [list] [*]Send Gsnaps to multiple customers at the same time [*]Send Gsnaps based on customer data: usage, change of stage etc. e.g., You can send a welcome Gsnap when a customer stage changes to closed-won. [*]Send a Gsnap along with customer data such as usage reports. [*]Send Gsnap from Email Assist tasks in Cockpit.[/list]See this [url=https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/08_SEND_GSNAPS_USING_COPILOT_OR_EMAIL_ASSIST_TASKS]article[/url] for complete instructions.
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at email@example.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.