Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 338 Posts
- 1,148 Replies
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/
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 have a client onboarding CTA; associated playbook has four tasks. I want to be able to report on which of the four tasks during the onboarding process were successful/completed vs. those that were not however, I can't figure out how to 'close successful' only the tasks that were completed without being required to close all tasks when the CTA itself is closed out. Is anyone doing something similar that has a good solution? Thanks! JAM
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.
I've created a rule where i want to find the max value in an opportunity and use the date on that opportunity to update the Customer object Renewal date. However, on some accounts there are two opportunities that fit my filter criteria. I'm putting in the Showing Area - the Max value for the Opportunity and the Close Date. However, when i pull in the close date, it always uses the most recent close date when i go to assign the customer info objects vs. using the close date on the opportunity with the Max value. How can i get the Close date from the opportunity that has the max value if there is more than 1 opportunity that pulls in for my criteria?
Email Assist: Two questions: (1) How quickly can you expect to see open rate info (like "email opens", "email first opened on" and "email last opened on" for emails sent from Cockpit? (i.e. generally less than an hour?) (2) Are these times displayed in the time zone of the SF org or some other time zone?
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.
We are customizing our CTA's so the CSMs do not have to search for information to inform their outreach. We are having issues with connecting information: 1) How to pre-populate Contacts field with primary contact? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161209-15479-1pgvyot-Screen_Shot_2016-12-09_at_3-02-25_PM_inline.png[/img] 2) How to populate contact information? We linked the Contact object to pull in a contact's information on the account. As opposed to displaying the applicable fields, it's asking to either create new or link to an existing account. I tried to link it to an existing account, but the account does not show up in the search. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161209-16859-1m4jpno-Screen_Shot_2016-12-09_at_2-53-20_PM_inline.png[/img] 3) How to populate case information on the CTA? We are running into the same issue from #2 where the acc
When I make an edit to the content of a task in a playbook via the playbook, that task gets automatically moved to the bottom of the list of tasks in that playbook. That's fine if there are only one or two tasks because it's easy to notice and put it back in the right order, but if there are more than a few tasks, it can easily get missed, and then, the playbook tasks appear out of order moving forward. The task shouldn't move on edit unless you physically move it.
Thank you to Joanne and Jessica from Peak 10 for hosting a webinar on leveraging CoPilot and Cockpit today! If you missed it, you can watch the recording [url=https://vimeo.com/183696967]here[/url]. [i]We'd love to hear from you - how have you leveraged CoPilot and Cockpit? What lessons have your learned? Does your whole team use Copilot or just one admin? What use cases generate the highest click-through rates? Any formatting tricks?
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!
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