Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 370 Posts
- 1,202 Replies
Curious if there was an easier way to deactivate an Objective Playbook that is used in a Success Plan Template. For example, after the Success Plan Template was made inactive - the Objective Playbook still was unable to be deactivated until the Objective was deleted from the Success Plan Template. It would be easier if the Objective Playbook could check that the Success Plan Template was inactive - and allow the admin to deactivate the Objective Playbook if the Success Plan Template was deactivated.
The V6.36 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 10 New articles and updated 36 Existing articles. List of New Articles:Adoption Explorer: Configure Multiple PX Connections in CS Connectors: Hubspot Integration FAQs Load to Hubspot Action Type Product Requests Aha integration Overview Configure Product Requests for Aha Integration Create an Enhancement Request-AHA integration Renewal Center: Net Retention Dashboard Rules Engine: Migrate Bionic Rules to Horizon Rules Unification Person Unifcation (Beta) Data Steward : Person (Beta) For more information on updated articles, refer to the V6.35 Release List of Updated Articles - NXT. The SFDC Release Notes May 2023 is now available for EU and US customers. As part of this release, we have published Configure Mutiple PX Connections in CS (New) article and updated 8 Existing articles.For more information on updated articles, refer to the V6.35 Release List of Updated Arti
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. 🖤
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
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
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
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.
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,
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
Hi,Using the Rules Engine you can set a Due date to something like: Run Date + 3 Days (Skip all weekends)In my org, this is resulting in CTA’s triggered on March 7th being due March 10th, 00:00:00To a CSM this will show in their cockpit having a due date of March 10th, but because the due time is 00:00:00 the CTA is showing as being closed overdue when they action it.Am I missing something? Surely there should be a way to set the due time to 23:59:59 or equivalent as default?Many thanks,Duncan
Currently with NXT edition the ability to set CTA as recurring is limited to Lifecycle CTA Type or by creating a new CTA Type. CSMs are requesting the ability to create other default CTA Types of recurring CTAs (for example, Activity is often used for internal activities or Risk is used for a recurring check-in on progress, etc.).Is it possible to add the option to enable the other default CTA Types to be recurring without creating a custom CTA Type? If so, would this be implemented in the next upcoming release or soon? This should be a setting set by the admin: Thanks for any feedback in advance!
In NXT, is there additional RBAC on Playbook other than full access via Admin-Cockpit-Playbook?SFDC seems to have more features in this direction and wanted to be sure I didn’t miss something!The use case is to have users creating playbooks without editing others. Thanks,RR
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
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.
Hey, does anyone know why the custom view for this support cockpit is not showing the ‘support’ CTA’s? Everything is active, so it’s not that. When I remove ‘support’ CTA type in the filter and show everything, it does feed them in. But for some reason, it won’t show just the support ones… any ideas?Thank you!Pics for reference -
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