Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
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?
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?
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.
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)
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? :)
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.
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.
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!
Our CSMs have started primarily working out of Gainsight, but -- at least for the moment -- they still need to create Tasks in Salesforce from time to time, since they need to be able to select specific Task types. I was hoping to add the create-a-Task page as an embedded page in the C360. If found "CreateTasks" as an available page in the menu: [list] [*]It looks like this in the configuration: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160311-102486-1f8zxy7-Image_2016-03-11_at_1-47-35_PM_inline.png[/img] [*]But I get an error when it's displayed in the C360: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160311-38319-y7mhbo-Image_2016-03-11_at_1-46-50_PM_inline.png[/img] [/list] I imagine that it's because the page expects to be passed the Account ID. I was wondering if the "Parameter" / "Bundled Parameter" options shown in that first screenshot would be able to achieve that. However, I can't f
A few customers have reported extra Sponsor Tracking CTAs appearing in the Cockpit. This is due to our engineering team making infrastructure changes to our Sponsor Tracking feature to ensure greater accuracy and reliability. This update may lead to the generation of extra CTAs since backlog data was refreshed. We expect these extra CTAs will continue to be generated for the next week, and then will subside. If you are experiencing this issue, please mass close the ‘Sponsor Tracking Notification’ CTAs. Instructions for using the CTA mass edit feature are a[url=https://support.gainsight.com/hc/en-us/articles/206213687-Release-Notes-Version-4-27-May-2015]vailable in our Product Release notes on ‘CTA Mass Edit’ [/url]. Filter for CTA’s named ‘Sponsor Tracking Notification’ (this is the name of your Sponsor Tracking notification rule) and filter on ‘Created Date’ greater than or equal to July 2nd, 2015.
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.
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