Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
Is there currently a way to log CTAs that are “general” and not related to an account? With Gainsight as my bible, I like to include all of my action items in the cockpit, if possible, but at this time, I am logging CTAs attached to accounts when they aren’t. For example, complete internal training, provide feedback internally, etc.
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.
CTA CREATON TRIGGER
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 (CTA NEEDS TO BE CREATED WHEN THIS HAPPENS) 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
Add email address to recipient suggestions in task
Is there a way to add an e-mail to the autofill when sending an email from a task. We have a group e-mail that is not associated with a person that we have to type every time. I would like to make it so we can have it come up after you type the first few letters.
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
Restrict CTA closure if tasks are not completed
Is it possible to restrict the closure of a CTA until all the tasks within are completed? I find team members are accidentally clicking the close radio button at the CTA level and then all of their tasks get marked complete in the playbook. I would like to restrict this to only be able to close once the tasks are completed.
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)
Checklists in Success Plan Templates
Let’s say that I have a X success plan and I applied Y success plan template. Y success plan template has 3 different CTAs and each CTA has their own tasks. However this layer is not enough for us I would like to add checklists to the tasks. What is the best way of doing it?
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].
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. 🖤
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?
Duedate for SuccessPlan Objective
When creating new objectives in Success Plans, it defaults to "today's date". Can we change this to default to 90 days out or leave blank and force user to choose a date? This is easily overlooked and causing overdue CTAs when folks forget to change that when creating new objectives/CTAs.
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]
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
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/
Task 'Status' order not saving when edited
I am running into an issue with the Task ‘Status’ pick list options. When grabbing the dots to the left of the status name and re-arranging the display order the changes appear to stick, but upon reloading the page they have gone back to how they were before. Any ideas on how to fix this?
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!
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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