Cockpit & Playbooks

Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.

  • 356 Posts
  • 1,175 Replies
S
sstone
started this topic

Tasks vs Playbooks vs CTAs vs Success Plans

CTAs, Tasks, Playbooks, and Success Plans are closely related, but are distinct features with their own use cases. We get questions...
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  • 8
lila_meyer
Rank
lila_meyer
started this topic

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 task...
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356 Posts

nitisha_rathi
Veteran Rookie
nitisha_rathiVeteran Rookie
asked in Cockpit & Playbooks

Moving Playbook page inside administration

Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha

1
heather_hansen
Grand Slammer
5 years ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
asked in Cockpit & Playbooks

Could an additional field be added to the CTA Export functionality?

I am working with a customer who wanted to know if it would be possible to add an additional field into the CTA export feature (CTA Type). My understanding is that this export is currently static. 

2
aditya_marla
Shoshin
5 years ago
ablnsj
Veteran Rookie
ablnsjVeteran Rookie
asked in Cockpit & Playbooks

Issue with Success Plan Objective Template

Team,Has anyone experienced an issue with Success Plan Objective Templates, when adding a template and to a success plan we are having to refresh the screen in order to view the objectives/CTA’s that are populated. As you can imagine this is a huge issue for our CSM’s just hoping to get clarity and hoping it is a bug that is being addressed. 

2
ablnsj
Veteran Rookie
1 year ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in Cockpit & Playbooks

New CTA Window Doesn't Load Completely

Hi Friends!We have a weird issue and were not sure if its something in our Org or happening to others…When some CSMs create a CTA (either via Cockpit or R360) the new CTA window loads, but doesn't load all the way.  We don’t get any options for CTA types and we cannot go forward with creating the CTA.  If you just hit cancel and try it again, you usually get the same issue.  To resolve it, you have to refresh your entire browser (ick) We brought this up to Support and they said its a cookies/cache issue and we just need to make sure we clear it regularly.  We have done that and still randomly experience this issue.  Has anyone else experienced this or is still experiencing this???  Thanks!Andor

7
sai_ram
Grand Slammer
1 year ago
nikka_mathur
nikka_mathurRegistered User
asked in Cockpit & Playbooks

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]!

0
nikka_mathur
7 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in Cockpit & Playbooks

Cockpit: No CTAs show in Cockpit when filtering for Status includes Closed Success, etc

When applying Cockpit Filters  Status includes "Closed Success, Closed Risk, Closed Not Applicable"  no CTAs show in cockpit.  Tried doing the opposite  Status includes "New, Work In Progress" but that does not work either. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-15283-1rxv7l8-Screenshot_from_2016-09-14_12_55_00_inline.png[/img]C

1
nitisha_rathi
Veteran Rookie
6 years ago
J
Shoshin
jryan300Shoshin
asked in Cockpit & Playbooks

Restrict CTA closure if tasks are not completed

Is it possible to restrict the closure of a CTA until all the tasks within are completed?  I find team members are accidentally clicking the close radio button at the CTA level and then all of their tasks get marked complete in the playbook.  I would like to restrict this to only be able to close once the tasks are completed.  

2
J
Shoshin
6 months ago
jam
jamRegistered User
asked in Cockpit & Playbooks

Ability to set unique status to individual tasks associated to a Playbook

We have a client onboarding CTA; associated playbook has four tasks. I want to be able to report on which of the four tasks during the onboarding process were successful/completed vs. those that were not however, I can't figure out how to 'close successful' only the tasks that were completed without being required to close all tasks when the CTA itself is closed out. Is anyone doing something similar that has a good solution? Thanks! JAM

1
nitisha_rathi
Veteran Rookie
6 years ago
C
Veteran Rookie
cndukaVeteran Rookie
asked in Cockpit & Playbooks

CTA CREATON TRIGGER

My team has a Playbook named Kickoff Call. We need it to be triggered by the following items. Trigger when account is not assigned to CSM, then becomes assigned to a CSM (CTA NEEDS TO BE CREATED WHEN THIS HAPPENS)  Trigger when account is reassigned from one CSM to another  DO NOT duplicate an existing open CTA of the same type. Reassign the existing CTA if it exists 

0
C
Veteran Rookie
3 months ago
D
deryamercannRegistered User
asked in Cockpit & Playbooks

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?

1
A
Team Captain
7 months ago
juhi_bulchandani
juhi_bulchandaniRegistered User
asked in Cockpit & Playbooks

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. 

2
manu_mittal
Gainsight Employee: ACE
6 years ago
dstokowski
Gainsight Employee: ACE
dstokowskiGainsight Employee: ACE
published in Cockpit & Playbooks

Why use CTA Types in Gainsight? Here is an example

I manage the Product Risk process here at Gainsight for our Product Management team.  I set up and use a special CTA Type called Product Risk to do it.  Watch the video to learn how and why CTA Types help in this process. [url=https://vimeo.com/262566188]https://vimeo.com/262566188[/url]

220
dstokowski
Gainsight Employee: ACE
5 years ago
G
Shoshin
GainsightAdmin123Shoshin
asked in Cockpit & Playbooks

Need an option to add all the contacts of company in the "Associate Persons" while creating a CTA Action in the rule

Currently we are able able to add only one Company Person from Rule. But manually we can add multiple Company persons in the CTA associate person.Could it be possible to add a few set of company persons based on their role? RegardsRaju Panyam  

0
G
Shoshin
1 year ago
britton_walker
Champion
britton_walkerChampion
asked in Cockpit & Playbooks

CSM can't see email open data in a playbook task

I have a CSM that can't consistently see the email open data in the playbook tasks. Sometimes the data loads, but usually nothing happens until he exits the task then opens it again. I don't believe this is a permissions issue. He has already cleared his cache and cookies. And I can't replicate anything. Has anyone else run into this issue? What can I do to solve this problem?

0
britton_walker
Champion
5 years ago
R
Veteran Rookie
ralucagorbanescuVeteran Rookie
asked in Cockpit & Playbooks

Conditionally add tasks to playbooks

My CSM team would like to have a playbook task be added conditionally (triggered) if a specific action does not happen within x number of days.The specific use case is: if a call is not scheduled within a week (task not closed), then add another task to that same playbook (w/ email assist) to reach out to the customer for a follow up.Thank you for your consideration.

0
R
Veteran Rookie
1 year ago
kaycee
Shoshin
kayceeShoshin
asked in Cockpit & Playbooks

Ability to Clear out Previous Selection of Task Owner in Playbook Configuration

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. 

1
sidhu
Gainsight Employee: Rookie
7 years ago
L
london.legrandRegistered User
asked in Cockpit & Playbooks

Cloning Playbooks

If we have a playbook built out for the Account object, is there a way to clone the play book and add it to the Relationship object or will this need to be manually built out for that object as well?

2
sriram pasupathi
Shoshin
1 year ago
caiellogainsightcom
Gainsight Employee: Shoshin
caiellogainsightcomGainsight Employee: Shoshin
asked in Cockpit & Playbooks

Is it possible to have comments automatically populate the comments section of a manual CTA using th

0
caiellogainsightcom
Gainsight Employee: Shoshin
8 years ago
C
Veteran Rookie
cndukaVeteran Rookie
asked in Cockpit & Playbooks

CREATE A CTA TO TRIGGER PLAYBOOK

My team has a Playbook named Kickoff Call. We need it to be triggered by the following items. Trigger when account is not assigned to CSM, then becomes assigned to a CSM Trigger when account is reassigned from one CSM to another DO NOT duplicate an existing open CTA of the same type. Reassign the existing CTA if it exists

0
C
Veteran Rookie
3 months ago
juhi_bulchandani
juhi_bulchandaniRegistered User
asked in Cockpit & Playbooks

Please make Gainsight flexible to use any account within Salesforce related to a Contact

Gainsight looks at the standard account field for Co-pilot , CTA's etc. Every Salesforce instance implementation is different and with our current account structure in Salesforce(2 account views) it is challenging to use Co-Pilot , contacts within CTA. This applies to all the functionality which uses contact and account related to the contact.

1
karl_rumelhart
Gainsight Employee: ACE
6 years ago
P
Shoshin
phoebemShoshin
asked in Cockpit & Playbooks

Disable "Create new opportunity" button

Hi, is there a way to disable the "Create New" button from the Opportunity tab in the CTA?I only want the user to "Link Opportunity" but NOT to "Create New" from the CTA 

1
matthew_lind
All Star
6 months ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in Cockpit & Playbooks

How can we operationalise customer lifecycle in Gainsight

(as we a relatively new to Gainsight and just started this year) I'd like to build our customer lifecycle in Gainsight with the different touchpoints and milestones from sales, product build, handoff to customer support to value creation, renewals and churn. similar like the lifecycle chart in this article  [url=https://support.gainsight.com/Business_Processes/Operationalize_Customer_Lifecycle/Challenge_A7_We_don't_have_a_way_to_operationalize_or_track_our_customers'_lifecycle]https://support.gainsight.com/Business_Processes/Operationalize_Customer_Lifecycle/Challenge_A7_We_d...[/url] it would be really useful to show customers who recently onboarded and received training so that we can track the effectiveness of training vs usage. Similarly, it would be super-helpful for our training consultant to view which customers are moving through the lifestyle and will be soon in need of training so that they can plan accordingly. Some transitions between stages would be manual w

0
katerina_nemcova
Team Captain
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

May + June Release Highlights Video

This 7-minute video provides an overview of the primary enhancements to Gainsight in the May & June 2015 releases. [video]https://player.vimeo.com/video/131031086[/video]

190
lila_meyer
Gainsight Employee: Grand Slammer
7 years ago
R
Gainsight Employee: Shoshin
RebeccaTriptiYGainsight Employee: Shoshin
asked in Cockpit & Playbooks

Cockpit Config - Custom Views

Hi,   Cockpit Config - Custom ViewsIs it possible to add a User lookup field with filter as Current User in Custom Views? Because only All Users and Other Users options seem to work in the filter. Not Current User option.Thanks for helping,Rebecca.

0
R
Gainsight Employee: Shoshin
1 year ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
asked in Cockpit & Playbooks

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

1
S
Gainsight Employee: Shoshin
1 year ago

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