Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 328 Posts
- 1,118 Replies
When applying Cockpit Filters Status includes "Closed Success, Closed Risk, Closed Not Applicable" no CTAs show in cockpit. Tried doing the opposite Status includes "New, Work In Progress" but that does not work either. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-15283-1rxv7l8-Screenshot_from_2016-09-14_12_55_00_inline.png[/img]C
I'm working with a customer who would like to run a report on any CTAs that have file attachments. I wasn't able to find the data object that I could use to create a report to show this. Is this a report that can be created and used in either dashboards, C360 or ad-hoc contexts? Thanks!
I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation ([url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Email_Tasks_from_Cockpit_(aka%2C_Email_Assist)]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...[/url]) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email." I wasn't sure if that meant when I click it it would give me the ability to edit first and then send. Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160830-14180-m0p1ms-Screenshot_from_2016-08-30_13_22_33_inline.png[/img]
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]
Currently we have an approval workflow within Salesforce used for transferring opportunities from the Onboarding Specialist to the CSM. 30 days after a customer is launched, the Onboarding Specialist is prompted to update notes and submit the opportunity for approval. The manager receives the approval request, and can accept or reject. If accepted, the CSM handoff is approved (updates a checkbox for CSM approved = true, adds timestamp, updates lifecycle stage from 'adoption' to 'retention). Are there best practices for creating an approval workflow in Gainsight? Right now, as long as the entry criteria is met, the Onboarding Specilist just clicks the "Submit for Approval" button on the opportunity. Is it possible to somehow incorperate this button into the CS350 page or CTA? I would love to hear how any other gainsight customer handle similar scenarios and workflows!
Seems like with the new UI, when I go to reassign a CTA that has tasks it is not asking me to reassign all tasks - or if the confirmation box does show (didn't for me but did for a colleague) it shows so briefly that you can miss it. Can it either be that the default is YES if you don't click anything (if the box shows up for such a brief time) or that you HAVE to click Yes or No before it disappears.
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.
For our smaller customers, the CSM responsibilities are owned by a team of folks, until it comes time for the renewal, at which point an individual CSM is assigned the renewal Opportunity. We set them as the Opportunity Owner, and I would like to assign the "Renewal" CTA to them. I have a rule that pulls in Opportunity Owner ID: [url=https://cl.ly/3t1w3Y3t162p]https://cl.ly/3t1w3Y3t162p[/url] However, the Owner ID is not available as an option when trying to assign the CTA: [url=https://cl.ly/2v1j3h2t452g]https://cl.ly/2v1j3h2t452g[/url]
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!
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.
This is not really a problem but there is a learning curve with the new UI. The cockpit area of the older UI was much better . Example : The task column said "2 task" whereas the new UI does not use the word task but shows "0/2" which is not very intutive for a new user. Additionally , When a CTA goes overdue the older UI showed a very clear icon, however new UI it shows closer to the date is so small that it is barely visible. Additionally we used have the option to filter teh CTA by owner, this filter is kind of hidden on the right side of the UI, in addition to it , it does not work.
We want to take advantage of the new CTA File attachment feature, but would like for files to be visible for everyone within our org. Can you provide instructions for setting this up *without* restricting access to attached files? I've already looked here: [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/04_Configure_Call_to_Action_(CTA)_and_Tasks_Detail_View_Layouts#Enabling_CTA_File_Attachment]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/04_...[/url]
Customer Question: For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal?
Is it possible to place a character limit on the comments section of a CTA? Perhaps a limit of 140 characters or so. We are having a problem with CTAs when they sync back to SF after close, and we think it's because the comments are too long. Below are snapshots of the rule that we created, in case that's the issue here. Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160610-123638-8ozk4q-CTA_Sync_1_inline.png[/img].[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160610-59151-1cotpnx-CTA_Sync_2_inline.png[/img]
I have 2.5 questions for Success Plans: [list=1] [*]Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT? Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides? [*]Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).[/list]Thanks for your help! Linda
Does anyone think Co-Pilot needs to go back to testing? It is nearly impossible to successfully send
After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues. There is no way to personalize outreach follow-ups. On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable. Does anyone have to use an outside program to send NPS survey's?
We have reports generating that show that there are new CTAs when they don't exist. I have attached the screenshots of the issue that I encountered today. The report is called CTAs by CSM and Status and it appears in "Nik's Dashboard". [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160518-79683-wuey80-Screen_Shot_2016-05-18_at_6-03-22_PM_inline.png[/img]
Can you have multiple CTA's with the same 'reason' and 'type' in an active state on a single account?
We have multiple CTA's that fire for the same 'reason' and 'type. However, they are triggered off of different data. If multiple criteria are met (for example, an account has a "missed due date" and a "case 21+ days" we would like both to show up on the account as separate CTA's. Is that possible?
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