Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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!
Trigger a CTA when an opportunity is marked as 'Closed-Won"
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.
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]
Customer Feedback new UI: Add Assignee/Owner as a Quick List filter on Cockpit
Many managers use the option of picking one of their team members as Owner for changing Cockpit View for 1:1. Since it moved to Advanced Filters - requires more clicks AND knowing what the field name is to find these.
Cockpit: Task not closing when alternate closure status set
We have created some additional CSTask settings in our environment. In addition to OPEN we have [list] [*]Closed - Complete [*]Closed - Incomplete [*]Closed - Not Applicable[/list]When I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view. I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three [b]CTA[/b] clos
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]
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?
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?
Multiple Close Statuses for Task
We would like to have two separate task statuses that both correspond to a closed task. Currently the system can only handle one close status. The use case is as follows: Statuses 1. Open 2. Closed 3. Closed - No Action Required (default) We need to determine if the action was taken or not required for optional tasks, so if the CTA was closed all tasks that had not been closed at that point would be assumed not required.
Common Rules Used
Would anyone mind sharing some of the higher value rules used by your organization? We have 11 set-up but the higher value ones to us are: 90 Days to Renewal (w/ CTA and Playbook) Change in Licensing (Add/Remove/Renew/Churn - w/ CTA) New Customer / CSM Assignment (Kicks off our welcoming process playbook) New Feature Enabled (Milestone and Feature Update) Sponsor Tracking Rule Lack of Customer Engagement (w/ CTA and Playbook)
New CTAs display when they don't exist
We have reports generating that show that there are new CTAs when they don't exist. I have attached the screenshots of the issue that I encountered today. The report is called CTAs by CSM and Status and it appears in "Nik's Dashboard". [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160518-79683-wuey80-Screen_Shot_2016-05-18_at_6-03-22_PM_inline.png[/img]
Closing CTAs - allowing a space for final summary/resolution for CTAs when closed success/risk/no action
I know there is a Comments section for each CTA, but is there a best practice for where to insert "resolution" notes for when we close a CTA (closed success or risk or no action). The reason is for easy roll up/reporting to the executive level. One way I can think of right now is to encourage CSMs to add into the Comment section the "resolution" notes at the top level of that box... but are there any thoughts to create a separate notes section for this? For example, a CTA for M&A; comments section will have background notes/summary of risk; unable to save account, CTA closed risk; maybe note box pops up and CSM then inputs resolution notes. Ops can then extract report on those separate fields for exec briefing and/or at risk meetings. Thoughts? :)
Tracking top support cases by contact in account
Hi team - I have a request from one of our teams to keep tabs by account of those that call in often into our support queues (phone, email, chat). This is all done in cases so I'm thinking in the least just throwing another report type within the case view but I'm curious if anyone has anything that could be more actionable? For instance if someone is calling in a lot, then create a CTA for the CSM to take a look. I haven't been able to wrap my head around how that could be done.
Multi-Select Drop down on Tasks
We have a field on our SF Tasks that allows us to record what product a customer was trained on. The field is a multi-select pick list. Is it possible to include a multi-select pick list on a GS task? Thinking that I could just pull that field over, but don't think it would allow multi-select.
If I delete a Playbook that has been used previously, will it impact existing or closed CTAs?
We reviewing and revising our Phase 1 playbooks and find that some need to be retired. If I remove a playbook that has previously been used (both open and closed) will those CTAs to which this playbook was attached be impacted? I tested this in our Sandbox and it seems as if the CTA remains intact, despite removing the playbook, but I'd like to get confirmation from either product management or someone else who has encountered this before. Many thanks!
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