Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
How would you set up your rule for a recurring CTA?
The use case is we want to trigger a CTA for customers with expiring, unused professional services.Depending on how close that customer is to having their professional services expire, different playbooks would apply, as urgency increases. We envision this being a 30 day cadence (so for example, starting 120 days before the expiration of services, a CTA would trigger, then again at 90/60/30 if they still have unused services).I'm getting lost in the variety of checkboxes on the "Create CTA" action.How do I ensure a CSM isn't getting too many stacked CTAs if they don't close out the previous one? How do I have the CTA provide a different playbook & name as the services approach expiry? I’ve thought of having Create CTA actions at 120/90/60/30 and then a separate rule for Close CTA actions at 91/61/31 to close the CTA as Closed Success if the services were fulfilled, or Closed Lost if the services were still unfulfilled. Thoughts?
Need ability to edit the CTA configs under Cockpit Configuration
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.
Question. Is it on the Roadmap to expand the Document section and it's capabilities?
I ask, because I see there is already a Document section in the software. This comes from reading several post regarding the ability to attach a document to a Playbook or Success Plan. It was recommend to use a Cloud Host so that the user could click on the static URL provided by the Cloud Host for that particular document. But before we do that, wanted to know if Document section would be expanded to include the ability to request a static URL? Similar to how DropBox, Google Drive, and OneDrive provide one when sharing a document or folder with another user. Thank you for your time and feedback!
Use Rules Engine to create CTAs containing info from Dataset result
I ́m using Rules Engine to create CTAs from a CSV file containing hundreds records. In this case i filtered to bring all records with usage above 90. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180704-92685-1dwsuzc-usage_inline.jpg[/img] It bring 3 items [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180704-118264-1uea2pw-dataset_reslujlt_inline.jpg[/img] Now i want to create a CTA showing to the CSM these records and asking him to do some tasks (i ́ve already created the Playbook for this kind of CTA). How can i show in CTA the Account, Relationship, opportunity and SKU of all theses records? Or maybe create a CTA for each record? I do not want to just warn CSM that there are records with usage above 90, I also want to show the records
Are you able to show a compiled list of Objectives for a single user (not all)?
I am trying to use Success Plans as an internal tool for organizing the projects my team is working on. They are nice with the simple checkbox, details, and due dates. I think it could be really nice to keep some of our bigger projects on task. However, our Objectives from Success Plans do not currently show in CockPit. We have it this way as our CSM prefer to only show CTAs there and go directly to the given Success Plan for the Objectives of that plan. Thus, I am in a dilemma. I don't want to turn all Objectives to visible in Cockpit, but I don't want to (personally myself) have to manually switch between Success Plans on a single account. I would like to have the Success Plan objectives assigned to me show up in a single list (like Cockpit). I did make a report, but that interface is not as intuitive as Cockpit and it also does not have the checkbox for closure. Anyone have ideas here? Thanks!
Sponsor Tracking CTAs
A few customers have reported extra Sponsor Tracking CTAs appearing in the Cockpit. This is due to our engineering team making infrastructure changes to our Sponsor Tracking feature to ensure greater accuracy and reliability. This update may lead to the generation of extra CTAs since backlog data was refreshed. We expect these extra CTAs will continue to be generated for the next week, and then will subside. If you are experiencing this issue, please mass close the ‘Sponsor Tracking Notification’ CTAs. Instructions for using the CTA mass edit feature are a[url=https://support.gainsight.com/hc/en-us/articles/206213687-Release-Notes-Version-4-27-May-2015]vailable in our Product Release notes on ‘CTA Mass Edit’ [/url]. Filter for CTA’s named ‘Sponsor Tracking Notification’ (this is the name of your Sponsor Tracking notification rule) and filter on ‘Created Date’ greater than or equal to July 2nd, 2015.
New -- How To Add Chatter To The 360
Today we published an article on Gainsight Go which walks you through the steps of adding Chatter to the 360. You can find the article [url=https://support.gainsight.com/hc/en-us/articles/205170318-How-To-Add-Chatter-To-The-Customer-360]here[/url]. We'd love to hear your feedback and answer any questions you may have.
Email Assist Task is always closed out when added to a CTA
I'm in the middle of testing the new 5.9 release and came across an issue: When I create a CTA and add my email assist playbook to it, the checkbox next to the task is checked and shown as completed even though the task status remains at “Not Started”. The playbook completion shows 100% complete, but I haven't even sent the email yet. If I did, then we would see the email stats & bounce rates... Do we know why this is happening? Glitch? I created a playbook and added an email assist task [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170905-17455-hw01jk-image_inline.png[/img]as instructed: [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_Configure_Email_Tasks_to_Send_From_Cockpit]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_...[/url]
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]
If I complete a task that is assigned to someone else, who shows as completing it?
I all the tasks and the CTA are assigned to an owner, and I click something as completed, who does it show as having completed it on the backend? The owner of the task/CTA or the person who actually checked it off as completed. As an admin sometimes I end up checking something off on behalf of the owner, but I want to make sure that on the backend it is not showing up as I have completed it.
Configuring CTAs - Importing Contact Details
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
Reason Codes auto-default to Global reason when manually creating CTA
I have been cleaning up our CTA Reason Codes. I have moved everything FROM Global to the appropriate CTA Type categories, leaving only "Other" as the sole Global reason code. For some CTA Types, I have designated a specific default reason code. For others, I'm leaving it blank - intentionally because I want to force the CSM to select the appropriate type. Suddenly, though, CTA Types that do NOT have a "Default" Reason Code are defaulting to "Other" (the Global code) when manually creating a CTA. This didn't seem to happen before. Am I missing something?
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.
[Ask from Customer] Why the content of the "Notes" section from timeline not appearing in Cockpit's
-- Ask from one of the Customer -- 1. In Timeline for an account, I logged a call and filled in the “Notes “field, naturally. I also created a future task, which results in creating a CTA called “Test 1 (Example one)” 2. Here in the cockpit, I can see my CTA and future task. But the “Notes” field is not available to me, in the detail of the CTA. There’s a “Comments” field in the CTA but no “Notes” field is available to be displayed. Is there a way to display the Note field that I filled out while logging an activity in the timeline, when that activity becomes a CTA? Based on gathered inputs I get to know both Activity & CTAs are independent entities, except name nothing will be copied, that's how it was designed. Is there any future plan to add that Notes section of Timeline in CTA Section ?
Best practices for sharing a master list of active CTAs?
We’re frequently getting questions from our team to analyze ‘all the CTAs’ that are currently active. In the past we created a ‘master CTA database’ in a spreadsheet to share out with stakeholders, but obviously that is difficult to keep up with manual updates. How is everyone keeping CS stakeholders informed of your ongoing/active CTAs, not just updates for new things you’re implementing? It seems like there isn’t one central source in Gainsight to easily share the things they want to see: CTA Name, Trigger Criteria (customer segment), Playbook Tasks, etc
Timeline external contact entry searches all contacts in salesforce
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.
Optimization Around SFDC Task Sync For Playbook Tasks Marked for Sync
Posting on Behalf of a customer. To help better make use of SFDC resources and to avoid the Apex CPU Limit error, it is desired to be given the option to create the related SFDC Tasks at a latter scheduled time. That way important CTAs that needed to be created through a rule doesn’t fail to create. Optimization around the current triggers related to the Task creation process would also help as well to reduce the SFDC resources used.
I have noticed that the "More" dropdown on the CTAs is gone.
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?
CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks.
One of our CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks I created. Instead, an error is displayed. (see attached) Can you please help? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180418-97247-1w934p7-errormessage_inline.png[/img]
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