Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 370 Posts
- 1,202 Replies
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.
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:email@example.com]firstname.lastname@example.org[/url].
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?
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?
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.
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?
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
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]
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
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]!
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
We're excited to announce a new interactive series of Administrator training webinars. These sessions are intended to help new Gainsight Administrators get up-to-speed, as well as to enable experienced Administrators to maximize the value of their deployment. [b]Who should attend? [/b]If you are responsible for building business rules, setting up dashboard reports, or configuring new Gainsight features, these classes are meant for you. Webinars are 60 – 90 minutes long, depending on the topic, and whenever possible, include interactive practice exercises. Each class will be offered once a month, as long as there is interest. [b][url=https://support.gainsight.com/hc/en-us/articles/205089548-Gainsight-Administrator-Webinar-Training-Sessions]Read Class Descriptions & Signup[/url][/b]
This 5 minute video provides an overview of the primary Gainsight enhancements from the March and April 2015 releases. [url=https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D]https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D[/url]
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