Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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
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.
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
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]!
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
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.
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
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
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?
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.
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]
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
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?
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.
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.
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
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.
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
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
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