Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 350 Posts
- 1,175 Replies
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
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.
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?
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!
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 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]
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.
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.
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]
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!
When an existing Customer has an Opportunity set to Closed-Won, we'd like to create a CTA ... What would such a Rule look like? Fields that may be useful: - Opportunity 'Closed' field (this is a boolean) - Closed Date on Opp .... but the Opp almost never actually closes on that date...usually before or after. If before, SF automatically changes the close date to the current date ([url=https://help.salesforce.com/apex/HTViewSolution?id=000004430&language=en_US]https://help.salesforce.com/apex/HTVi...[/url]). If after, SF leaves the close date alone. I'm thinking that a workflow rule in SF might be required to get this working 100% of the time.
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.
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]
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