Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Closed Success Plans
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.
New release - won't be pushing until CTAs layout defaults to Timeline
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
Learn how to create CTA forms!
The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: [list] [*][url=https://support.gainsight.com/Training_and_Videos/Training_Videos/Create_CTA_Forms_Using_Linked_Objects_(video)]Create CTA Forms Using Linked Objects[/url] (5 min. video) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Create_CTA_Forms_Using_Linked_Objects]Create CTA Forms Using Linked Objects[/url] (written instructions) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Ad
New "How to Configure Cockpit & CTAs" documentation path
For customers who are new(er) to Gainsight's CTA configuration options, you'll want to refer to this new [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit]How to Configure Cockpit and CTAs path[/url] on Gainsight Go. It contains a series of articles that will walk you through the process of configuring Cockpit's list view, CTA and task detail views, CTA types, linked objects, etc. We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for these docs path tabs throughout our product documentation: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/24132-byd9ye_inline.png[/img] We welcome your feedback!
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.
Moving Playbook page inside administration
Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha
Email Assist - Vault-like Templates
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
Timeline external contact entry searches all contacts in salesforce
When creating a Timeline activity from a CTA on the cockpit and adding external contacts, Gainsight pulls in ALL contacts from your Salesforce database in the returned dynamic search. When this is done on the Timeline tab, the dynamic search is limited to the company for which the Timeline Activity is being created. The behavior on the CTA cockpit timeline activity creation seems like a bug.
CTA attachments report
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!
Email Assist Size Limit
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.
Timeline CTA Integration
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]
Information in Views and Exports
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.
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