Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 333 Posts
- 1,140 Replies
The use case is we want to trigger a CTA for customers with expiring, unused professional services.Depending on how close that customer is to having their professional services expire, different playbooks would apply, as urgency increases. We envision this being a 30 day cadence (so for example, starting 120 days before the expiration of services, a CTA would trigger, then again at 90/60/30 if they still have unused services).I'm getting lost in the variety of checkboxes on the "Create CTA" action.How do I ensure a CSM isn't getting too many stacked CTAs if they don't close out the previous one? How do I have the CTA provide a different playbook & name as the services approach expiry? I’ve thought of having Create CTA actions at 120/90/60/30 and then a separate rule for Close CTA actions at 91/61/31 to close the CTA as Closed Success if the services were fulfilled, or Closed Lost if the services were still unfulfilled. Thoughts?
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
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,
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
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
( ^ 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)
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.
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