Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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
How to create custom dependent picklist/dropdown for CTA Type ?
Hey , I want to create a custom dependent dropdown named Subtype and this should be dependent on CTA type. I created the categories and also tried to create dropdown custom field for CTA type but unfortunately i am unable to make CTA type as controlling and sub type as dependent ? is this possible. Need some help pelase
Field to be Mandatory upon Closing while CTA creation
Hi Team, Cutomer has set mandatory fields upon close under the CTA Type. The issue we are seeing is if the CTA is created manually and the status is put into Closed during the creation process it doesn't generate the error message that these fields are required. Thanks,Abhishek
CTA not connected to Company?
Hi all: One of the goals we’re trying to do with my team is to reduce the number of “places” people need to go. A prime example of this is where folks can manage their “To-Dos” that arent attached to a Company per se. So for example, they need to fill out a form by MM/DD date. Is there an ability to create a CTA without having it connected to a company? Or is there an alternative workaround? Thanks!
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.
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,
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)
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
Calendly appointments to create CTAs
Hello GS Admins,Anyone have any luck/success with automating Calendly (or similar booking software) appointments to create CTAs or log to Timeline in Gainsight? Goal is to surface this info somewhere in Gainsight. BlackLine’s Accounting and Finance conference Beyond the Black is coming up in Mid-November and the team is leveraging Calendly — without admin consultation — to book potentially 500+ appointments with CSMs/AMs over the 3 day conference. Any suggestions welcomed on how to get data online using basically email addresses (assuming they are a contact) & date (to set due date or token in comment) for each event. Trying to figure out how to land this plane that is already cruising at 30,000 ft. Happy Thursday & Thanks in advance. PS- Feel like this may become an Idea as well for a very useful integration use case :)
Report on Timeline Activites Created from CTAs?
Is it possible to report on Timeline Activities that are tied to a specific CTA? For example, for an Implementation CTA, it would be cool if we could see all the Timeline Activities that are created from that CTA and then do stuff like sum duration of time.
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
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.
CTA Best Practise
Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss
Assigning a playbook / CTA to multiple customers at the same time
Is there a way for a user to create a CTA and attach a playbook and then assign it to multiple customers at one time? I saw a thread about having to manually add success plans to customers and the rules engine was the suggestion. However, I just created 75 of the same CTAs for 75 different customers. If I could have created one CTA and told Gainsight which customers to add it to, that would have saved me a LOT of time.
Update the Due date of the CTA according to Due date of the Task
Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam
Issue with Success Plan Objective Template
Team,Has anyone experienced an issue with Success Plan Objective Templates, when adding a template and to a success plan we are having to refresh the screen in order to view the objectives/CTA’s that are populated. As you can imagine this is a huge issue for our CSM’s just hoping to get clarity and hoping it is a bug that is being addressed.
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