Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 329 Posts
- 1,126 Replies
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.
I have a customer that has a rule creating a CTA but assigning to the "default owner" rather than the account CSM initially. We now see that the rule has executed recently and during the run the rule results sheet is fetching the owner as expected, the actual owner of the CTA is still showing as default owner. [b]This is the concern of customer.[/b] The answer for this is, as per the code/design, when a CTA is created either via rules/manually. And if we have similar setup to update the same CTA, the system will update only the priority, status, name and comments sections. Though if there are any changes to the owner field, it will not override the existing owner. The owner will remain same. Want: The customer would like the rule to also update/override the owner field as well.
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
[list=1] [b]Identify the source of closed CTAs for Reports[/b]: The ability to identify the source (Manual, Rules, or Mass Edit) from which a CTA is closed is now added. To support this, the ‘Closed Source’ field is added in the CTA object. [/list] I do not have the "Closed Source" field available on my CTA. If this field is only available in Reporting, I recommend you update the Pre-Release notes to indicate that this feature is only available to Admins in Reports 2.0. Furthermore, why [i]wouldn't this be available on the CTA? If i was a CSM, rather than an Admin, I would love to know why/who closed out my CTA rather than bug the admin for that info...wouldn't you?
When we set a flag for a milestone in CTA, it updates milestone on that particular CTA but not for the tasks assigned to it. Is it possible to enhance this feature? so that we can trace the tasks followed on that particular account. In rule we may have to filter based on the task completion as well as per the requirement.
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 recently enabled linking CTA to Opportunity and this feature is fantastic! The current ask is for this linking to be established between Opportunity tasks and CTAs. Right now the tasks created in the CTA sync with the Account object instead of the Opportunity object in question. Ideally we would like these tasks to sync to the Opportunity in most cases so activity tracking and next steps are clearly linked to the Opportunity they are associated with. This will be especially helpful in cases where Opportunities are handed off so the associated completed tasks and pending tasks are clear to the team member that takes over. The next ask is that if someone creates a task in SFDC on a linked CTA, that task is merged into the CTA as well. This might be a tougher ask but certainly worth mentioning. If one or both of these asks can be incorporated as an option on the CTA that would be great!
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 all the tasks and the CTA are assigned to an owner, and I click something as completed, who does it show as having completed it on the backend? The owner of the task/CTA or the person who actually checked it off as completed. As an admin sometimes I end up checking something off on behalf of the owner, but I want to make sure that on the backend it is not showing up as I have completed it.
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'm in the middle of testing the new 5.9 release and came across an issue: When I create a CTA and add my email assist playbook to it, the checkbox next to the task is checked and shown as completed even though the task status remains at “Not Started”. The playbook completion shows 100% complete, but I haven't even sent the email yet. If I did, then we would see the email stats & bounce rates... Do we know why this is happening? Glitch? I created a playbook and added an email assist task [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170905-17455-hw01jk-image_inline.png[/img]as instructed: [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_Configure_Email_Tasks_to_Send_From_Cockpit]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_...[/url]
We need to add in additional statuses in the task status pick list within Call To Actions. I thought i had the right Custom field (CSTask.JBCXM__Status__c) and added in the additional items but they don't display within the dropdown within the UI. See screenshots of CTA Task UI any guidance would be greatly appreciated. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150923-26212-1049zf-GSTaskStatus_inline.png[/img]
It would be great if you could set the default view for users upon log in. For our CSMs, we would like the default view to be cockpit. For managers, certain dashboards. Right now the only way I'm aware to do this is to bookmark the link.
Recent contact with your customers is one sign of a healthy partnership with them. If you are using Gainsight’s Timeline feature, your customer managers are hopefully logging the most meaningful events and interactions with their customers as Timeline Activities. If your customer managers have not ‘touched’ a customer recently, and therefore logged a Timeline Activity, you may want to trigger a Call to Action (CTA) and assign it to the CSM, so they can reach out. These [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Tutorial%3A_Trigger_CTAs_Based_on_Recent_Timeline_Activities]instructions[/url] explain how to trigger a CTA using a bionic rule based on an absence of Timeline Activities for an account in the past 2 weeks. You can adjust that window based on your business needs. The first rule contains two dataset tasks that pull in Account IDs and Timeline data, and then merge the datasets into one based on your field mappings. T
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]
We have a field on our SF Tasks that allows us to record what product a customer was trained on. The field is a multi-select pick list. Is it possible to include a multi-select pick list on a GS task? Thinking that I could just pull that field over, but don't think it would allow multi-select.
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!
Our executives would like to be able to see a list of upcoming business reviews that are scheduled. We have a rule that fires the CTA, but there's nowhere to record when, where, and with whom a business review will be held. I've tried using a timeline activity and logging it for a future date, but we don't have a way to pull in the account name in a report of timeline activities, so no help there either. How are others tackling this?
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?
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.