Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 329 Posts
- 1,123 Replies
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?
Is it possible to have new CTAs trigger an email notification (real time, daily, weekly)? In our org, our renewals team gets a lower volume of CTAs, so they're not in the habit of logging into the tool everyday. I would like to be able to trigger a notification (or daily digest) for this group of users only.
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?
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.
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.
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.
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.
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].
As we're implementing Gainsight, we're trying to track which CTAs are misfiring or are limitedly relevant for certain customer types. We created a new CTA stage called "Closed-Irrelevant" to measure how many and which ones. I'm curious to know how others have tracked this if at all?
One of our CSMs created a recurring CTA for monthly review calls, and in doing so, the recurring CTAs have the correct due date, but when she adds the playbook, the task due dates are showing based off the CTA create date and not the CTA due date. I was thinking that if she waited the add the playbook until the CTA was due that would correct, but it would still show the CTA as being assigned on the day she set the recurrence. Any suggestions?
Our CSMs would like to have a Comment field added at the Task level (similar to how it is at the CTA level) as there is often reason to capture notes or link to an external document related to that particular Task, especially if there is a need to explain circumstances around the closure of an individual Task.
We assign accounts to our CSM's via Salesforce which after customer load rule is synced to Gainsight. However if we change the CSM in Salesforce, it is not changed in Gainsight. I have to manually go to every account and change the CTA's to a new CSM- which is very time consuming. Can this be changed? Or is there a solution for this?
Just wondering If lets say a CTA was created on a product issue and a CSM wants to highlight it to the Product Manager who doesnt really need to be in GS on a daily basis but could use the cockpit on meetings or just have a look at the product issue asks and fixes to plan for the roadmap of the product. Can they get this flagged CTA on their view only license? and if so how would they see it? Or could they signup to get notified via email? Just wondering the view only license use case. Thanks Naquiyah
We need to add in additional statuses in the task status pick list within Call To Actions. I thought i had the right Custom field (CSTask.JBCXM__Status__c) and added in the additional items but they don't display within the dropdown within the UI. See screenshots of CTA Task UI any guidance would be greatly appreciated. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150923-26212-1049zf-GSTaskStatus_inline.png[/img]
How do people track / measure their team on their ability to work through their CTAs? As an example, I would like to see percentage breakdowns by CTA type (risk, event, opportunity) and even down to a specific CTA. Is this possible? I also have heard that some people have created Milestones and tracked it this way. Any insight / examples would help. The standard leaderboard in the Cockpit isn't sufficient
In case you missed our weekly Gainsight on Gainsight webinar series this week on our Risk Management framework, you can [url=https://support.gainsight.com/hc/en-us/articles/206438258-Product-Webinar-Recordings]access the recording here[/url]. Don't miss the upcoming webinars. [url=https://support.gainsight.com/hc/en-us/articles/207145967--Gainsight-on-Gainsight-Webinars-Hosted-by-Customer-Success]Sign up here[/url]!
We have the use case for an account that has product X, create an event CTA every second monday of the month that fires the playbook "account health check". When I went through support they explained I could manually add an event to an account and schedule it recurring but this has some drawbacks. 1. All of the recurring CTA's are fired all at once, this really clutters the cockpit with CTA's. 2. You can't assign a playbook, and so you would have to manually add tasks to all of those CTA's 3. You can't automate the assignment, so as new customers sign up you are creating the recurring CTA/tasks manually. I understand ideally your account health checks would be risk CTA's that fire on conditions. It would be useful for people starting out in success, new product offerings where data integration to gainsight hasn't happened but the product is being sold, or where the data for risk CTA's isn't available to Gainsight but in another system; this may be a good stop gap as you b
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