Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 328 Posts
- 1,118 Replies
Many managers use the option of picking one of their team members as Owner for changing Cockpit View for 1:1. Since it moved to Advanced Filters - requires more clicks AND knowing what the field name is to find these.
Closing CTAs - allowing a space for final summary/resolution for CTAs when closed success/risk/no action
I know there is a Comments section for each CTA, but is there a best practice for where to insert "resolution" notes for when we close a CTA (closed success or risk or no action). The reason is for easy roll up/reporting to the executive level. One way I can think of right now is to encourage CSMs to add into the Comment section the "resolution" notes at the top level of that box... but are there any thoughts to create a separate notes section for this? For example, a CTA for M&A; comments section will have background notes/summary of risk; unable to save account, CTA closed risk; maybe note box pops up and CSM then inputs resolution notes. Ops can then extract report on those separate fields for exec briefing and/or at risk meetings. Thoughts? :)
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.
Hi team - I have a request from one of our teams to keep tabs by account of those that call in often into our support queues (phone, email, chat). This is all done in cases so I'm thinking in the least just throwing another report type within the case view but I'm curious if anyone has anything that could be more actionable? For instance if someone is calling in a lot, then create a CTA for the CSM to take a look. I haven't been able to wrap my head around how that could be done.
We reviewing and revising our Phase 1 playbooks and find that some need to be retired. If I remove a playbook that has previously been used (both open and closed) will those CTAs to which this playbook was attached be impacted? I tested this in our Sandbox and it seems as if the CTA remains intact, despite removing the playbook, but I'd like to get confirmation from either product management or someone else who has encountered this before. Many thanks!
Our CSMs have started primarily working out of Gainsight, but -- at least for the moment -- they still need to create Tasks in Salesforce from time to time, since they need to be able to select specific Task types. I was hoping to add the create-a-Task page as an embedded page in the C360. If found "CreateTasks" as an available page in the menu: [list] [*]It looks like this in the configuration: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160311-102486-1f8zxy7-Image_2016-03-11_at_1-47-35_PM_inline.png[/img] [*]But I get an error when it's displayed in the C360: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160311-38319-y7mhbo-Image_2016-03-11_at_1-46-50_PM_inline.png[/img] [/list] I imagine that it's because the page expects to be passed the Account ID. I was wondering if the "Parameter" / "Bundled Parameter" options shown in that first screenshot would be able to achieve that. However, I can't f
Hello Everyone! Wanted to give everyone an update on some recent category changes here in the Community. You might notice that the "Cockpit/Copilot" category is gone. We have opted to separate it into two different categories. You can now find both the "Cockpit" and the "Copilot" categories, this will make it easier to find questions pertaining to one of the two categories as well as answers. As usual if you have any questions please let me know.
When you create an Objective in a Success Plan, there is an optional place for comments. After the objective is created, the comments seem to disappear. This may be a silly question, but where does the comment field go and can i make it present when they look back at the objective that was just created?
During Implementation and Testing, we created a few CTA Types and Success Plan Types that we no longer will use. We are not able to delete them as it says they are linked to Cockpit, playbooks, or rules. I have gone through and unlinked the playbooks and rules, but since old CTAs exist it still will not let me delete. Is there a way to archive a type so that CSMs no longer select them?
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]
When selecting an Owner for a Task in a Playbook, once a selection is made, a user can't clear the selection out to reflect no owner. The only way we could get around this was to delete the Task and recreate it without selecting an Owner.
I have recently noticed that the "More" dropdown on the CTA is gone. We had many people using this as a short cut to add notes, log calls, etc. Is this displayed anywhere else on the CTA that i am missing, or is there a way to somehow link and create that from the Cockpit and CTA page?
We have created some additional CSTask settings in our environment. In addition to OPEN we have [list] [*]Closed - Complete [*]Closed - Incomplete [*]Closed - Not Applicable[/list]When I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view. I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three [b]CTA[/b] clos
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.
We would like to have two separate task statuses that both correspond to a closed task. Currently the system can only handle one close status. The use case is as follows: Statuses 1. Open 2. Closed 3. Closed - No Action Required (default) We need to determine if the action was taken or not required for optional tasks, so if the CTA was closed all tasks that had not been closed at that point would be assumed not required.
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.
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.
Hi Community! We are very interested in learning more about the unique ways you’re using Gainsight in your organzations. Some of you may have talked with me in Fall 2015 regarding the Success for Administrators program, and I’m looking to talk with some of you in an Admin role to learn about the features you’re using, how you’ve leveraged CTAs and Playbooks, how you’re implemented Scorecards, and more. Our Marketing team would then like to leverage these as Admin Case Studies so this is a great chance for you to showcase the work you’ve done! Please note that we're primarily looking for interest at this point and will reach out with respect to interviews. If you’re interested, please contact [url=mailto:email@example.com]firstname.lastname@example.org[/url].
We have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration. I opened up a support ticket and was told this is similar to the issue I raised here: [url=https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific-measures-from-the-usage-picklist-on-c360]https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific...[/url] I should have the abiilty to edit these configurations without having to go through workbench to do so.
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.
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