Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
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- 1,175 Replies
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].
Need ability to edit the CTA configs under Cockpit Configuration
We have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration. I opened up a support ticket and was told this is similar to the issue I raised here: [url=https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific-measures-from-the-usage-picklist-on-c360]https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific...[/url] I should have the abiilty to edit these configurations without having to go through workbench to do so.
Editting Playbook Tasks
When I make an edit to the content of a task in a playbook via the playbook, that task gets automatically moved to the bottom of the list of tasks in that playbook. That's fine if there are only one or two tasks because it's easy to notice and put it back in the right order, but if there are more than a few tasks, it can easily get missed, and then, the playbook tasks appear out of order moving forward. The task shouldn't move on edit unless you physically move it.
Recurring CTAs Problem
One of our CSMs created a recurring CTA for monthly review calls, and in doing so, the recurring CTAs have the correct due date, but when she adds the playbook, the task due dates are showing based off the CTA create date and not the CTA due date. I was thinking that if she waited the add the playbook until the CTA was due that would correct, but it would still show the CTA as being assigned on the day she set the recurrence. Any suggestions?
Cockpit: Create a Comment field at the Task level
Our CSMs would like to have a Comment field added at the Task level (similar to how it is at the CTA level) as there is often reason to capture notes or link to an external document related to that particular Task, especially if there is a need to explain circumstances around the closure of an individual Task.
Need clearer documentation on the Snooze feature
So far in our implementation I've received a number of questions around the Snooze feature. How do I snooze? How do I unsnooze? Is snooze time based on system time or my local timezone? When I set snooze is it THROUGH the defined date, or UNTIL the defined date? It sounds like a simple feature until you go try to use it and then you realize the documentation around it is lacking.
Changing CSM's in SF does not sync with Gainsight
We assign accounts to our CSM's via Salesforce which after customer load rule is synced to Gainsight. However if we change the CSM in Salesforce, it is not changed in Gainsight. I have to manually go to every account and change the CTA's to a new CSM- which is very time consuming. Can this be changed? Or is there a solution for this?
Can you flag a CTA to lets say a Product Manager who has a view only license?
Just wondering If lets say a CTA was created on a product issue and a CSM wants to highlight it to the Product Manager who doesnt really need to be in GS on a daily basis but could use the cockpit on meetings or just have a look at the product issue asks and fixes to plan for the roadmap of the product. Can they get this flagged CTA on their view only license? and if so how would they see it? Or could they signup to get notified via email? Just wondering the view only license use case. Thanks Naquiyah
Gainsight Task Status
We need to add in additional statuses in the task status pick list within Call To Actions. I thought i had the right Custom field (CSTask.JBCXM__Status__c) and added in the additional items but they don't display within the dropdown within the UI. See screenshots of CTA Task UI any guidance would be greatly appreciated. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150923-26212-1049zf-GSTaskStatus_inline.png[/img]
Email Notification for New CTAs
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.
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]!
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.
Automating Recurring Events in the Rules Engine
We have the use case for an account that has product X, create an event CTA every second monday of the month that fires the playbook "account health check". When I went through support they explained I could manually add an event to an account and schedule it recurring but this has some drawbacks. 1. All of the recurring CTA's are fired all at once, this really clutters the cockpit with CTA's. 2. You can't assign a playbook, and so you would have to manually add tasks to all of those CTA's 3. You can't automate the assignment, so as new customers sign up you are creating the recurring CTA/tasks manually. I understand ideally your account health checks would be risk CTA's that fire on conditions. It would be useful for people starting out in success, new product offerings where data integration to gainsight hasn't happened but the product is being sold, or where the data for risk CTA's isn't available to Gainsight but in another system; this may be a good stop gap as you b
Sponsor Tracking CTAs
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.
Duplicate Opportunities, trying to get the date with the max value
I've created a rule where i want to find the max value in an opportunity and use the date on that opportunity to update the Customer object Renewal date. However, on some accounts there are two opportunities that fit my filter criteria. I'm putting in the Showing Area - the Max value for the Opportunity and the Close Date. However, when i pull in the close date, it always uses the most recent close date when i go to assign the customer info objects vs. using the close date on the opportunity with the Max value. How can i get the Close date from the opportunity that has the max value if there is more than 1 opportunity that pulls in for my criteria?
Ideas for Logging Irrelevant CTAs
As we're implementing Gainsight, we're trying to track which CTAs are misfiring or are limitedly relevant for certain customer types. We created a new CTA stage called "Closed-Irrelevant" to measure how many and which ones. I'm curious to know how others have tracked this if at all?
Measuring team on CTA performance
How do people track / measure their team on their ability to work through their CTAs? As an example, I would like to see percentage breakdowns by CTA type (risk, event, opportunity) and even down to a specific CTA. Is this possible? I also have heard that some people have created Milestones and tracked it this way. Any insight / examples would help. The standard leaderboard in the Cockpit isn't sufficient
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