Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Is there a way for a non-Gainsight user to make a CTA for a Gainsight user?
Hey folks, We are a CS team which has converted from being part of the Tech Support group. We're about 2 years in now, but still have some lingering processes. Chief among them is still using Cases in Salesforce. Our Tech Support team uses these heavily. We even created a separate Case type for Customer Success items. If a member of the Tech Support team discovered a CS item during a support interaction, they would create a CS Case for us to look into it. This has worked fine, but I want to get the CS team focusing exclusively Cockpit and CTAs. The challenge is that no one on the Tech Support team has a Gainsight license. So, is there any good way for a non-Gainsight user to make a CTA and have it be assigned to the Account Owner (who would be a Gainsight user)? I can think of some hacky ways this could work, but would l love to hear if anyone else has crossed this bridge.
Ideas for Logging Irrelevant CTAs
As we're implementing Gainsight, we're trying to track which CTAs are misfiring or are limitedly relevant for certain customer types. We created a new CTA stage called "Closed-Irrelevant" to measure how many and which ones. I'm curious to know how others have tracked this if at all?
Question (Possible Idea). When Creating a CTA via the Rules Engine, allow for @CreatedDate in Name of CTA.
We have [i]several CTAs that are automatically created via the Rules Engine. I'd like the ability to add the Created Date of the CTA in the Name of it. Explanation below. If there is also feedback on another way to handle this, I'm all ears! :)[b] Scenario[/b]: [b] [/b]On a bi-weekly bases we're using the Rules Engine to create CTAs for various accounts. However, we noticed that if we create CTA A on July 1st - and CTA A is not completed by July 14th, when the new rule runs on the 15th - CTA B will not be created because CTA is still active. We want both CTA A and CTA B to appear on the account. Only to be able to report on the number of CTA A's that are not being completed. [Management at this time, is OK with the CTAs stacking. This is a new process for us, so we want to make sure that everyone is doing what they should be doing - and assessing if we're seeing a large number fall behind.] [b] Questions: [/b]1. Is it because the CTAs using the sa
How do I add a field to Gainsight's call to action section via Salesforce and API's?
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!
Enable ability to choose default view upon logging into GainSight
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.
Multi-Select Drop down on Tasks
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.
Cockpit: Why do the CTA and Account Names get cut off when I view CTA or Task details?
When I view CTA or Task details from cockpit, it shifts to the left and cuts off customer name and the task names. It looks like there is plenty of space, so why do they get cut off? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160227-7157-1yvzr9x-img_inline.png[/img]
Setting up CTA File Attachment where files are NOT private
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]
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.
Unable to configure Relationship layout for Global CTA types
It seems as though something was overlooked when Global/Account/Relationship CTA configurations were rolled out. We are unable to configure the Relationship layout for Global CTA types. So, if I have a relationship rule set up to create a global type CTA, I cannot configure the Relationship layout for these CTAs. So the Relationship layout for these CTAs are frozen in time to what they were prior to the roll out of Global/Account/Relationship CTA configurations.
Changes to CTA and Task Due Date Functionality
In Thursday's Gainsight release, we're making important changes to the [b]CTA and Task Due Date and Owner[/b] functionality, which will be visible to users immediately after the release. Please share this [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/09_Manage_CTA_and_Task_Due_Dates_and_Owners]support article[/url] with your CSMs to help them understand the new options. For Playbook owners, we recommend that when you create new Playbooks, or update existing Playbook tasks using the new due date options, [b]test[/b] the implications of the new configurations. For example, create a test CTA and apply your new or updated Playbook, in order to see how the task dependencies will impact the CSM’s workflow, and then communicate with your CSM team about how the new/updated Playbook works.
CTA: Closed Source not available on CTA
[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?
Milestone: Update milestone for tasks of a CTA when we set the flag.
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.
New CTAs display when they don't exist
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]
Email Assist: How quickly can you expect to see open rate information for emails sent from Cockpit?
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?
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