Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Creating and seeing tasks in Cockpit
I can't figure out how to make the cockpit accommodate the short tasks that come up each day. Our CSMs are in the habit of creating tasks for themselves in SFDC. I'd like them to be able to create tasks for themselves in Gainsight, but CTAs make it super inefficient. For example, if they want to remember to check if a purchase order came in on a certain day, they will need to create a CTA, and then create a task in that CTA. This is time I'd rather have them spend supporting customers.
CTA Emails in Reports
We started using the CTA Emails two weeks ago. I tried running some reports in the Report Builder to assess activity. I'm not seeing these emails in those reports - even the test emails that i know we fired. Should these be showing up in the reports and, if so, am I missing a critical step? Thanks! Elizabeth
CS Knowledge Drop - Leveraging CoPilot and Cockpit
Thank you to Joanne and Jessica from Peak 10 for hosting a webinar on leveraging CoPilot and Cockpit today! If you missed it, you can watch the recording [url=https://vimeo.com/183696967]here[/url]. [i]We'd love to hear from you - how have you leveraged CoPilot and Cockpit? What lessons have your learned? Does your whole team use Copilot or just one admin? What use cases generate the highest click-through rates? Any formatting tricks?
Cockpit: No CTAs show in Cockpit when filtering for Status includes Closed Success, etc
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
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!
Doc Error: Send an Email Task from Cockpit doc references incorrect screen text
I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation ([url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Email_Tasks_from_Cockpit_(aka%2C_Email_Assist)]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...[/url]) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email." I wasn't sure if that meant when I click it it would give me the ability to edit first and then send. Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160830-14180-m0p1ms-Screenshot_from_2016-08-30_13_22_33_inline.png[/img]
CTA Due Date Value Disappears in Playbook Editor
In the Playbook Editor, when you save a task with the date set as "CTA Due Date - 0", then re-open it, the numerical value for 0 is gone and needs to be re-entered each time. Makes it a headache to go through and edit multiple playbook tasks in a row. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-38937-f1e2im-gsplaybookerror1_inline.png[/img]
Approval Workflow - Onboarding to CSM - Best Practice?
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!
Reassigning CTA/Tasks - the question to assign to all tasks not showing or for only a second now?
Seems like with the new UI, when I go to reassign a CTA that has tasks it is not asking me to reassign all tasks - or if the confirmation box does show (didn't for me but did for a colleague) it shows so briefly that you can miss it. Can it either be that the default is YES if you don't click anything (if the box shows up for such a brief time) or that you HAVE to click Yes or No before it disappears.
Transitioning Tasks from Salesforce to CTAs in Gainsight
My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity! When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts. Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts. I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop? I just want to cut down on a lot of clicks, and want to know what other users have done for this.
Can't set Rule to assign CTA to Opportunity Owner
For our smaller customers, the CSM responsibilities are owned by a team of folks, until it comes time for the renewal, at which point an individual CSM is assigned the renewal Opportunity. We set them as the Opportunity Owner, and I would like to assign the "Renewal" CTA to them. I have a rule that pulls in Opportunity Owner ID: [url=https://cl.ly/3t1w3Y3t162p]https://cl.ly/3t1w3Y3t162p[/url] However, the Owner ID is not available as an option when trying to assign the CTA: [url=https://cl.ly/2v1j3h2t452g]https://cl.ly/2v1j3h2t452g[/url]
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!
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 UI - Under CTAs the task are not very intiutive
This is not really a problem but there is a learning curve with the new UI. The cockpit area of the older UI was much better . Example : The task column said "2 task" whereas the new UI does not use the word task but shows "0/2" which is not very intutive for a new user. Additionally , When a CTA goes overdue the older UI showed a very clear icon, however new UI it shows closer to the date is so small that it is barely visible. Additionally we used have the option to filter teh CTA by owner, this filter is kind of hidden on the right side of the UI, in addition to it , it does not work.
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]
Webinar Best Practices
Customer Question: For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal?
Character limit on the comments section of a CTA?
Is it possible to place a character limit on the comments section of a CTA? Perhaps a limit of 140 characters or so. We are having a problem with CTAs when they sync back to SF after close, and we think it's because the comments are too long. Below are snapshots of the rule that we created, in case that's the issue here. Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160610-123638-8ozk4q-CTA_Sync_1_inline.png[/img].[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160610-59151-1cotpnx-CTA_Sync_2_inline.png[/img]
Success Plan Exporting & Cockpit View
I have 2.5 questions for Success Plans: [list=1] [*]Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT? Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides? [*]Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).[/list]Thanks for your help! Linda
Does anyone think Co-Pilot needs to go back to testing? It is nearly impossible to successfully send
After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues. There is no way to personalize outreach follow-ups. On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable. Does anyone have to use an outside program to send NPS survey's?
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