Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 322 Posts
- 1,111 Replies
Good Morning- Our SVP of CS has tasked me with determining the completion percentage of all our currently deployed playbooks. The problem with this request: When CSMs close out a CTA, Gainsight asks "Should we change the status of all open tasks to Closed for you?" This forced closure of all open tasks eliminates a pathway to determine which tasks are completed which eliminates our ability to: 1. Determine which steps are actually useful 2. Determine if all CSMs are completing all steps for a consistent client experience 3. Identify missed opportunities for training/enablement/enhancements. Why does Gainsight force close all playbook tasks? Is there a setting I as the admin can change to allow CTAs and playbooks to be closed without all the tasks being completed so we can do analysis on usage? Thanks -Jim
Is there a way for a user to create a CTA and attach a playbook and then assign it to multiple customers at one time? I saw a thread about having to manually add success plans to customers and the rules engine was the suggestion. However, I just created 75 of the same CTAs for 75 different customers. If I could have created one CTA and told Gainsight which customers to add it to, that would have saved me a LOT of time.
Hi everyone! I am currently investigating if we can create Playbooks that appear differently depending on the selection. An example could look like this: Playbook: New Business Owner Type of Business Owner → IT / Communication → Based on this information different tasks are included in the playbook. I would be happy to explain further if my query is unclear :)
Since this is such a common use case, I believe there has to be a better way to accomplish this. I’m building out an Executive Business Review CTA. We want the CTA to trigger 6 months from the original customer date and then continue every 6 months thereafter. The logic I have in place looks like: 6 months after Customer date OR 12 months after Customer date OR 18 months after Customer date and so on I see this setup as inefficient since more OR arguments will have to be added as our customers become more mature. Would love ideas on how to restructure the logic in a better way!
How can I dynamically assign task ownership to a CSM’s manager when configuring tasks in a playbook? We have Manager as a User ID field on the User object and usually I can get to it when reporting off of the Company object, but I can’t find it when trying to assign the associated Manager to a playbook task.
Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss
I am running into an issue with the Task ‘Status’ pick list options. When grabbing the dots to the left of the status name and re-arranging the display order the changes appear to stick, but upon reloading the page they have gone back to how they were before. Any ideas on how to fix this?
Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam
Hi Team, Currently when an email is sent via the playbook using CTA, We don’t have the option to switch the versions of the email template. The email template is using the default version and there is no option to switch the versions. Is there any plan in the future to implement this option ?
Our team has a pretty solid risk CTA process in place. The one area we’d like to fine-tune is the use of high/medium/low priorities. We’d like to have some consistency with how these priorities are used for better insight/understanding of workload at the management level and to streamline how these risks are handled following CSM transitions. Does anyone have detailed definitions as to what criteria a Risk CTA should have to fall into each priority level? Are these defined for your teams, or are they really a personal ‘feel’ based on the individual CSM? Any examples/input are appreciated!
I have a playbook in which I am modifying tasks. In the task there is a Owner component which I want to fill as CSM. However, I get two options for CSM: 1) relationship->CSM, and 2) company->CSM. Could you please advise what is the difference between the two and which one should be chosen?
Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge tasks! In the first few mins., he reviews the four types of joins available, and then he demonstrates an example of how to identify which customers don't have any CTAs using joins in a merge task. [video]https://player.vimeo.com/video/259732612[/video] For written details on join types, click [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Join_Types]here[/url]. Got a topic you'd like to drop some knowledge on? Record your DIY video and share it in the Community! More details [url=https://community.gainsight.com/gainsight/topics/share-your-diy-video-tutorials-on-the-community]here[/url].
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.
Are you a new Gainsight user or have teammates who are new to Gainsight? Two new in-app walkthrough guides are available for Cockpit and the 360 > Timeline, to help new end users become familiar with the functionality in each of these areas. Users can access the guides at any time by clicking the info 'i' icon next to the following options: [list] [*]Cockpit > List Views [*]Timeline > +Activity button[/list]We hope you find these new walkthroughs helpful! Let us know if you have feedback, as we're continuing to build guides in other areas. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/29607-1r3a92e_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/3816-xza72q_inline.png[/img]
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:firstname.lastname@example.org]email@example.com[/url].
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.
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