Cockpit & Playbooks

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

  • 371 Posts
  • 1,203 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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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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371 Posts

S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
posted in Cockpit & Playbooks

Support Dependent picklist values as same in Salesforce on Cockpit

Hi Team,If we add the controlling and dependent picklist fields of salesforce to the cockpit linked object data then in the dependent picklist values are not working as expected as same in salesforce.Below is the scenario: The customer reported an issue that the Risk CTA Type has a linked object to Opportunity(SFDC) from NXT and they are displaying several fields on the Opportunity tab. Two of those fields are picklists and one of them (#1 At Risk Reason) is dynamic based on the other (#1 At Risk Category) but on the Opportunity tab, it is not displaying any values. We are not supporting the dependent picklist as of now for SFDC linked objects. Thank you.

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S
Gainsight Employee: Shoshin
2 years 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]!

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nikka_mathur
8 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

Send Gsnaps Using CoPilot, or Email Assist Tasks

Although Gsnap and CoPilot are not fully integrated at this time, we do have a fairly simple workaround that enables you to send Gsnaps via CoPilot, or with Email Assist Tasks. This is helpful in situations where you want to: [list] [*]Send Gsnaps to multiple customers at the same time [*]Send Gsnaps based on customer data: usage, change of stage etc. e.g., You can send a welcome Gsnap when a customer stage changes to closed-won. [*]Send a Gsnap along with customer data such as usage reports. [*]Send Gsnap from Email Assist tasks in Cockpit.[/list]See this [url=https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/08_SEND_GSNAPS_USING_COPILOT_OR_EMAIL_ASSIST_TASKS]article[/url] for complete instructions.

160
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
asked in Cockpit & Playbooks

Can people share how have they combined risk reporting between Gainsight and Salesforce?

CSMs use RISK CTAs to manage and track risks. The Salesforce reporting should be able to see which of these accounts are at risk. I have seen multiple ways of making this work but would love to crowd source on ideas.

0
meenal_shukla
Gainsight Employee: MVP
4 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

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].

940
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
Jelle
Shoshin
JelleShoshin
asked in Cockpit & Playbooks

CTA from cockpit in c360 does not allow to change month

In Google Chrome, when trying to create a CTA out of the cockpit on any C360 page, altering the date beyond the current month is impossible. This seems to be a rendering / UX issue, enabling/disabling scrolling does not have any effect to this. Currently, we use the workaround to zoom out to 90%, which shows the monthly navigation. Currently on Chrome Version 96.0.4664.45 (Official Build) (x86_64)

0
Jelle
Shoshin
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

Catch-up with Gainsight!

Looking to refresh your Survey program, or update your customer health scoring model? How about gaining efficiencies in your automated email or tech touch program? We've organized the latest enhancements to help those of you who might want to catch-up, one program at a time. Check out these new "catch-up" articles: [list] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Surveys_Enhancements]Survey Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_CoPilot_Enhancements]CoPilot Automated Email Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Cockpit_Enhancements]Cockpit UI & CTA/Task Configuration Enhancements[/url] [*][url=https://support.gainsight.com/Release_Notes/Recent_Release_Notes_by_Theme/Catch-up_on_Scorecards_Enhancements]Customer Health Scorecards Enhancements[/url] [*][url=https://support.gainsight.com/

80
lila_meyer
Gainsight Employee: Grand Slammer
6 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  

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G
Shoshin
2 years ago
elena_painter
elena_painterRegistered User
published in Cockpit & Playbooks

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? 

110
elena_painter
7 years ago
evan_luberda
evan_luberdaRegistered User
published in Cockpit & Playbooks

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.

160
evan_luberda
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.

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R
Gainsight Employee: Shoshin
1 year ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
asked in Cockpit & Playbooks

Cockpit Leaderboard

When I try to log into Cockpit Leaderboard in our instance of GonG, I am getting no results. Not sure if this was something that took place following the UI upgrade. 

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kdehartgainsightcom
Gainsight Employee: Rookie
7 years ago
G
Gainsight Employee: Veteran Rookie
gschardanGainsight Employee: Veteran Rookie
asked in Cockpit & Playbooks

Edit the CTA view when selecting link from report

When clicking the CTA link from a report it brings you to a Cockpit view for that CTA, but you are unable to edit the fields that are available in that view. I would like the user to be able to see fields without having to click into the detail view.I have checked in the Administration > Call to Action section to modify and there is no “+” button on the view to add fields.  Is this a default view that is unable to be changed? If it can be modified, where is that option?  

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G
Gainsight Employee: Veteran Rookie
2 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in Cockpit & Playbooks

Reason Codes auto-default to Global reason when manually creating CTA

I have been cleaning up our CTA Reason Codes. I have moved everything FROM Global to the appropriate CTA Type categories, leaving only "Other" as the sole Global reason code. For some CTA Types, I have designated a specific default reason code. For others, I'm leaving it blank - intentionally because I want to force the CSM to select the appropriate type. Suddenly, though, CTA Types that do NOT have a "Default" Reason Code are defaulting to "Other" (the Global code) when manually creating a CTA. This didn't seem to happen before. Am I missing something?

0
darkknight
Grand Slammer
4 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

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!

80
lila_meyer
Gainsight Employee: Grand Slammer
6 years 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
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

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]

110
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

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

900
lila_meyer
Gainsight Employee: Grand Slammer
6 years 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
6 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
8 years ago
dave_derington
dave_deringtonRegistered User
published in Cockpit & Playbooks

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:training@gainsight.com]training@gainsight.com[/url].

180
dave_derington
7 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]

320
dstokowski
Gainsight Employee: ACE
5 years 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
6 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Cockpit & Playbooks

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.

410
lila_meyer
Gainsight Employee: Grand Slammer
7 years ago
linda_lam
linda_lamRegistered User
asked in Cockpit & Playbooks

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? :)

0
linda_lam
7 years ago

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