Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
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.
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
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
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'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!
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.
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
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