Cockpit & Playbooks

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

  • 354 Posts
  • 1,177 Replies
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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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354 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
1 year 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.

150
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.

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meenal_shukla
Gainsight Employee: MVP
4 years ago
Karo
KaroRegistered User
posted in Cockpit & Playbooks

Email Templates' names drop-down list in "Send Email"

Even after organizing and structuring all email templates, it is still rather difficult for the team to find the right email templates, while sending an email from CTA “Send Email”, as the full name of the template is not seen in the drop-down list. The max character count can be 29, and we’ve tried to keep it as short as possible, but in some cases simply not possible.Would be absolutely fantastic if the drop-down bar would be wide enough, so the whole template name is visible. Or at least wider as it is for now. 🖤  

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Karo
5 months ago
C
Shoshin
cndukaShoshin
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

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C
Shoshin
25 days 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)

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Jelle
Shoshin
1 year 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
1 year 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
T
Shoshin
tim.forstenhaeuslerShoshin
asked in Cockpit & Playbooks

When creating a success plan, no easy way to navigate back to customer profile

Feedback from out team:When creating a success plan, there is no way of navigating back to the customer profile, which is very time consuming as we have to navigate back to the customer profile in case further information is needed. Would be amazing if there was an option to allow us to jump back and forth more easily

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T
Shoshin
11 months 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
6 years ago
J
Shoshin
jigar.vyasShoshin
asked in Cockpit & Playbooks

Customize CTA notifications

We create CTAs based on risk alerts and then the CTAs may be assigned to either CSM or Acct Owners. If they are assigned to CSM, everything works fine as they have Gainsight access. However, the issue is when CTAs are assigned to Acct Owners, we have problem with CTA notifications because Acct Owners do not use Gainsight and only work on Salesforce and they work on their associated tasks from Salesforce and not Gainsight. The problem is automated CTA notifications have links to Gainsight CTAs/tasks and those users who do not use Gainsight find it difficult to deal with such notifications.How can we customize the notifications to send only to certain users (CSMs) and exclude others (Acct Owners)? Is there a way to customize these notifications?Thanks, 

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J
Shoshin
9 months ago
K
KentMRegistered User
asked in Cockpit & Playbooks

Can Success Plans & Objective CTAs support locally uploaded images?

We have been attempting to paste images into CTAs to fit various use cases in our organization, but frequently users cannot paste screenshots & run into this error: I save the screenshot to my desktop and then when I cut and paste the jpeg into the field, I receive an icon of a beach scene with a lens. When we contacted Gainsight Support regarding this, we were informed:Currently, we are not supporting the images uploaded locally but we can have the images from the public domain (google., wikipedia..). I have verified the behaviour in my local as well. To achieve the use case we can upload the required image files to some domain and then access the image from there to use it in success plan.Below are the reasons due to which we are not supporting the ability to add images in success plan:1. Success plan objective/use case is to store and present the details of plan of action which will be mostly text.2. The ability to add images will impact the performance of success plan loading a

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K
4 months 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
1 year 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
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

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katerina_nemcova
Team Captain
5 years ago
C
Shoshin
Chae StewartShoshin
asked in Cockpit & Playbooks

CTA Owner Mismatched with Task Owner

Hi All - So far this has only happened once that I know of, but I want to understand why so I can hopefully prevent it from happening in the future.Setup is as follows:Rules Engine triggers CTA, which triggers a playbook and its tasks. In the RE rule, I’ve set the CTA owner to be the company CSM (Company ID>CSM>CSM GSID). In the playbook, I’ve set the owner of all tasks to be Company>CSM.Problem context is as follows:Yesterday, a CTA was triggered, kicked off the playbook, and correctly assigned the playbook to the CSM. However, all of the tasks within the playbook were assigned to the Default Owner as designated in the rule.Anyone have ideas on why this might have happened?Thank you!Chae

0
C
Shoshin
1 year 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]

210
dstokowski
Gainsight Employee: ACE
4 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
5 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
6 years ago
katie_b
Champion
katie_bChampion
posted in Cockpit & Playbooks

Best practices for sharing a master list of active CTAs?

We’re frequently getting questions from our team to analyze ‘all the CTAs’ that are currently active. In the past we created a ‘master CTA database’ in a spreadsheet to share out with stakeholders, but obviously that is difficult to keep up with manual updates. How is everyone keeping CS stakeholders informed of your ongoing/active CTAs, not just updates for new things you’re implementing? It seems like there isn’t one central source in Gainsight to easily share the things they want to see: CTA Name, Trigger Criteria (customer segment), Playbook Tasks, etc

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katie_b
Champion
6 months ago
A
aoneillRegistered User
asked in Cockpit & Playbooks

RISK CTA Playbook

Does anyone use Risk CTA playbooks for common risks? has the been effective at your company?

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A
9 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Cockpit & Playbooks

Can we show "Associated Persons" directly in CTA instead of showing them after clicking on "More Details"

Hello Team,Currently we do not show “Associated Persons” in CTA layout directly.If we want to view them, we need to click on “More details”.Can we show it directly on the layout.Thanks & Regards,Srikanth

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S
Gainsight Employee: Rookie
9 months ago
J
Veteran Rookie
johnnyVeteran Rookie
asked in Cockpit & Playbooks

Unable to reorder CTA groups. Any ideas on how to achieve that without removing everything?

( ^ This is for the SFDC version) Unable to rearange groups in Administration / Cockpit / CTA / Detail view layout configuration / CTA tab without removing and readding everything.Usecase: someone requested we add another group at the beginning of the CTA type and we have 13 groups already present.There is no way to shift the newly added one to the top. (attached , you can see the UI buttons available in the right side which point to delete + fold/collapse group)  

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J
Veteran Rookie
9 months ago
R
Shoshin
ralucagorbanescuShoshin
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
Shoshin
1 year ago

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