Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
Assigning a playbook / CTA to multiple customers at the same time
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.
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?
Checklists in Success Plan Templates
Let’s say that I have a X success plan and I applied Y success plan template. Y success plan template has 3 different CTAs and each CTA has their own tasks. However this layer is not enough for us I would like to add checklists to the tasks. What is the best way of doing it?
Add email address to recipient suggestions in task
Is there a way to add an e-mail to the autofill when sending an email from a task. We have a group e-mail that is not associated with a person that we have to type every time. I would like to make it so we can have it come up after you type the first few letters.
CTA Best Practise
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
Is there currently a way to log CTAs that are “general” and not related to an account? With Gainsight as my bible, I like to include all of my action items in the cockpit, if possible, but at this time, I am logging CTAs attached to accounts when they aren’t. For example, complete internal training, provide feedback internally, etc.
Update the Due date of the CTA according to Due date of the Task
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
Recording of Gainsight on Gainsight: Risk Management framework Webinar now available
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]!
Join Types in Merge Tasks Made Easy
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].
CS Knowledge Drop - Leveraging CoPilot and Cockpit
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?
Separation of Categories!
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.
New "How to Configure Cockpit & CTAs" documentation path
For customers who are new(er) to Gainsight's CTA configuration options, you'll want to refer to this new [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit]How to Configure Cockpit and CTAs path[/url] on Gainsight Go. It contains a series of articles that will walk you through the process of configuring Cockpit's list view, CTA and task detail views, CTA types, linked objects, etc. We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for these docs path tabs throughout our product documentation: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/24132-byd9ye_inline.png[/img] We welcome your feedback!
New In-app Walkthroughs Available for Cockpit and Timeline
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]
Learn how to create CTA forms!
The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: [list] [*][url=https://support.gainsight.com/Training_and_Videos/Training_Videos/Create_CTA_Forms_Using_Linked_Objects_(video)]Create CTA Forms Using Linked Objects[/url] (5 min. video) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Create_CTA_Forms_Using_Linked_Objects]Create CTA Forms Using Linked Objects[/url] (written instructions) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Ad
Call for Admin Case Studies!
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].
Changes to CTA and Task Due Date Functionality
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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